Just Appliance Repair, Inc.

The business has responded.  Please see below:
[redacted]'s services were performed by a technician whom repaired the customer's leaking fridge, which he contacted us for and reported...

to have been completed to his satisfaction. After his repair, the customer contacted us regarding an issue he was having with his fridge drawer. As is our policy, if something possibly went wrong, we want to assist the customer immediately, as we stand by our work and provide a 1 year warranty on parts and labor for our services. The issues experienced by [redacted] were not able to be addressed by the technician, as they were not the result of any error by the tech regarding the completed leak repair. We address every customer service issue as quickly and professionally as possible and strive to provide the best experience for all our customers. We regret that [redacted] had a less than satisfactory second encounter with our company and listened to his concerns. However, the repair that we were called to perform was completed and signed by the customer as satisfactory. As this is the case, a refund will not be given. Services were rendered, the repair completed and and signed by the customer acknowledging his satisfaction and all sales final. Unfortunately, though it is always our goal, no business can satisfy every customer, every time.

The business has responded.  Please see below:Thank you for allowing us to address the customer's concerns and issues. We are sorry to read that the customer feels she did not receive the service she paid for. To be clear, the customer called on 12/**/15 regarding a repair for a [redacted] cook...

top. The technician diagnosed her problem and gave her the cost of repair. The customer was also given the option to cover several appliances on a service agreement, which she decided would be more economical to purchase. The 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 Wed. 12/** rather than the [redacted]. The customer did not respond. Another message for the customer was left on 12/**, the customer still did not respond to the reschedule request. When the customer did call back, she stated that she had a 5year warranty on the [redacted] cook top and no longer wanted service as she had it repaired by [redacted] and that we should have been aware she was under warranty. This is impossible, as we are neither Gaggenau, nor are we the vendor she purchased the appliance from. It is the customer's sole responsibility, as the owner of the appliance, to know this pertinent information and to contact the proper entities. In 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 like. As the customer's signature acknowledges, the customer was aware that service agreements are non refundable, all sales are final. We are glad to hear that the cook top was repaired for the customer, once she contacted the vendor she purchased it through and that [redacted] techs addressed her issues. This 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 final. The customer was aware of this and signed the terms and conditions in acknowledgement. Again, we thank you for the opportunity to address the customer's concerns and clarify the situation.

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:

The technician told me that they do not email a copy of the contract and receipt until the work is done. I also called the office and the receptionist told me the same thing. If the part has not been shipped (for both of my appliances?) then why did the receptionist call me back in February saying that it had shipped and that the repair WOULD be completed ASAP. My mother in law is so frustrated with this company that she called on my behalf, the company STOPPED ANSWERING HER PHONE CALLS so how am I supposed to tell you that I am not purchasing new, I want a refund and for ANYONE ELSE at this point to fix my oven and my ice maker. I needed this fixed for Thanksgiving (of 2014!!!!!!!) It has almost been A YEAR! I do not want a partial refund, I do not want other appliances to be "fixed" by this company... I want a full refund. WHEN IS ENOUGH, ENOUGH?! Just give me a full refund and I will be happy. I checked [redacted], I checked other review websites, other customers have complained about this same issue, and when granted a partial refund they are still waiting for it after a few months as well! GET SOMETHING DONE! How long am I supposed to wait? Why does the company keep undermining me and telling me I received a copy of the contract when I DID NOT IN FACT RECEIVE IT! I filed a complaint with the attorney general, I filed a complaint on [redacted], and I will NOT STOP until this is resolved with a full refund. The next step is to contact an attorney on my behalf for a full refund and the full refund of attorney costs/fees. This is getting to be ridiculous. 
 
 
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:

The technician told me that they do not email a copy of the contract and receipt until the work is done. I also called the office and the receptionist told me the same thing. If the part has not been shipped (for both of my appliances?) then why did the receptionist call me back in February saying that it had shipped and that the repair WOULD be completed ASAP. My mother in law is so frustrated with this company that she called on my behalf, the company STOPPED ANSWERING HER PHONE CALLS so how am I supposed to tell you that I am not purchasing new, I want a refund and for ANYONE ELSE at this point to fix my oven and my ice maker. I needed this fixed for Thanksgiving (of 2014!!!!!!!) It has almost been A YEAR! I do not want a partial refund, I do not want other appliances to be "fixed" by this company... I want a full refund. WHEN IS ENOUGH, ENOUGH?! Just give me a full refund and I will be happy. I checked [redacted], I checked other review websites, other customers have complained about this same issue, and when granted a partial refund they are still waiting for it after a few months as well! GET SOMETHING DONE! How long am I supposed to wait? Why does the company keep undermining me and telling me I received a copy of the contract when I DID NOT IN FACT RECEIVE IT! I filed a complaint with the attorney general, I filed a complaint on [redacted], and I will NOT STOP until this is resolved with a full refund. The next step is to contact an attorney on my behalf for a full refund and the full refund of attorney costs/fees. This is getting to be ridiculous. 
 
 
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 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 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]

We are sorry to read that the customer feels this way and is dissatisfied. The customer called Just Appliance repair in October of 2015, regarding an LG washer which was experiencing two issues- 1. spins like it is out of control 2. bleach and softener dispensers holding water. A technician was...

dispatched and the problem was addressed, the customer paid for the service provided and signed the completion as to her satisfaction. The customer called in early Jan stating that the problem of spinning had come back. As we warranty our parts and labor for 90 days, the customer was informed that only a trip charge would be expected. The customer refused. As per our terms and conditions, signed by the customer, a trip charge is incurred for a previously diagnosed problem. The customer may call at anytime to schedule a return appointment. We are happy to assist. We thank you for your feed back and the opportunity to address her concerns.

Thank you for your feedback and making us aware of the issue. It is our goal to resolve customer issues as soon as possible. We are looking into the delay and will contact you as soon as possible. We apologize for the inconvenience this has caused you.

The business has responded.  Please see below:
Your concerns are of importance to us and are sorry to hear that you feel your issue was not resolved to your satisfaction. We have made every effort and have responded to all contact from you regarding the issue and sent a technician back to address it. The technician reassembled the drawer after fixing the leak, which was the original complaint. You were present at the time of the repair and signed the work order stating that the issue was resolved to your satisfaction. We are sorry you feel that after the repair, we were responsible for an issue that arose after the fact and that you did not find while the technician was present. As the leak was fixed to your satisfaction and acknowledged by your signature, please refer to our terms and conditions, (which you received on your invoice with your signature of repair for your records) which state: Trip, Service/Diagnostic, Parts/Electronics, Labor Fees and Service Agreements are Non-Refundable, all sales are final, and Customer accounts will be given credit only, in lieu of refunds and are non-transferable. As such, there will be no refund given. Though we strive to provide a consistent level of professional service and performance for all our valued customers, occasionally circumstances may arise which make it difficult to please the customer 100%. We thank you again for your feedback.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
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:
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 It is impossible to resolve anything with a company who is a dishonest as Just Appliance formerly Citywide Appliance. Both businesses are owned by Darius and Carolyn S[redacted], who I have since found out habe a very long history of negative reviews against both of their businesses ([redacted] was closed down) and iine with what others say  the refunds never came.  Darous S[redacted] guessed at the part the microwave needed, and when installed it failed to work. He said he would refund me and contact the manufacturer.  This was on June [redacted]. Carolyn S[redacted] proceeded to give me the run around and could never provide me the case number from ** that they opened for my microwave. ** had no record of Carolyn or Darius S[redacted] or their business calling.  I escalated this at ** to be 100% sure, and ** reached out to Carolyn S[redacted] at Justappliance directly via conf call with me on the line.  Carolyn did not answer and ** left a message.  Carolyn and Darius justappliance still has not called ** back.   I had to call Carolyn repeatedly over the course of a few weeks and on June [redacted] Carolyn S[redacted] stated she would refund my money because their repair failed.  She said I would received the check in 5 to 7 days.  The check has not arrived.  This company has a long trail of overcharged customers who fail to receive refunds.  Carolyn always has a perjured response to try and avoid paying up for failed work.  Furthemore, Darous damaged the casing of my microwave when he ans his employee tried ripping it down.  If Justappliance was a legitimate honest and capable business they would refund me the full amount as promised and I would never have had to spend time contacting Revdex.com.  Please shut this business down before anymore unsispecting honest hard working customers get ripped off by Darius and Carolyn S[redacted]. To put this in perspective, thid business showed up the last week in May ti fix a microwave. They promised a refund. Now June [redacted], the microwave still sits on my counter unrepaired, and until they send me the refund... they actually stole my money. 
 
 
 
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]
 What I am not understanding is that the business is stating that the agreement I signed, and making comments and quotes from the contract signed. The repair personal that came to my house and the woman I spoke with said that a copy of the contract will be sent to me electronically, and it has not. How am I supposed to use this copy for  my records? How am I supposed to look back into the contract to reference what the business is talking about? When my husband called the company two months ago and told them we just wanted to be able to know what was going on and have the company keep in contact, they explained that the part had been shipped! RECALL? Then why would the part have been shipped?! Why am I getting conflicted stories?! almost $400 was withdrawn from my account! Why would I want a credit to do any more business with Just Appliance Repair?! UNACCEPTABLE! We have been more than understanding. I signed something for a 2 year warantee and 8 months has passed! I am being ROBBED!
 
 
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]
 What I am not understanding is that the business is stating that the agreement I signed, and making comments and quotes from the contract signed. The repair personal that came to my house and the woman I spoke with said that a copy of the contract will be sent to me electronically, and it has not. How am I supposed to use this copy for  my records? How am I supposed to look back into the contract to reference what the business is talking about? When my husband called the company two months ago and told them we just wanted to be able to know what was going on and have the company keep in contact, they explained that the part had been shipped! RECALL? Then why would the part have been shipped?! Why am I getting conflicted stories?! almost $400 was withdrawn from my account! Why would I want a credit to do any more business with Just Appliance Repair?! UNACCEPTABLE! We have been more than understanding. I signed something for a 2 year warantee and 8 months has passed! I am being ROBBED!
 
 
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:

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,
[redacted]

Review: I contacted Just Appliance Repair over 3 months ago to repair a hinge on my Viking Range. When the repair tech came to my home (Darius S[redacted]), I mentioned that the stove also sometimes took a long time to ignite. He recommended a replacement of the ignition system. We agreed, paid a deposit and waited several weeks for the part to arrive and be installed. Once installed, within the same week, two of the burners were not working at all. We called him back. He came and said another part was needed. He only charged us (approx) $65 for this part. Several weeks passed again and he returned to install the part and it did not resolve the issue. He informed us he needed to reorder the original part as it may have been faulty. We agreed and have not heard from him for several weeks again. In this time, the stove tripped the electric circuit breaker in my home and it cannot be reset. I called on Tuesday, Wednesday, Thursday, and Friday and have not received a satisfactory response. The person who answered the phone said she would pass the message to the tech (Darius S[redacted] - service manager). I told them if I did not receive a response, I would file a complaint with the Revdex.com. No response. They have received at least 6 voice mail messages from me requesting a resolution/plan.Desired Settlement: Finish the job ASAP

I have not had a working stove for months! The original call was for a hinge on the oven door...not the operation of the oven nor stove!!!

Business

Response:

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

Consumer

Response:

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]

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 full. Thus company has an unfortunate view of their obligations, especially she they require payment in advance of completed service. I have indeed called multiple times. I 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 word. It is worth noting that I would not have disputed an additional charge if a subsequent repair was necessary. However, 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 250 dollars

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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

Review: I first contacted Just Appliance Repair either late October or early November of 2014. I was having issues with my oven and needed a repair company that would be able to fix my oven before Thanksgiving. The company was eager to come out and take a look at the oven to diagnose the problem. I promptly signed the agreement to have the oven fixed, along with a warrantee offered by the business. The warrantee they offered also included the repair of one other appliance in my kitchen. After diagnosing the problem as the circuit board? or something of that nature that company was quick to come back in just about a week to fix the problem. Unfortunately the diagnosed problem was not what was wrong, and I was still left with a broken oven. The tech that came to my house was polite and tidy - he offered his opinion and said that it could be one of two other issues and would place the order for the next piece that might be the problem. At that time I let him know of the ice maker on my fridge that wasn't working. I figured this was a better bang for my buck, purchase the warantee and get both items fixed. This is where all the problems began. It has now been six months since the tech has been at my house. I have called, spoken with polite people in the office, but always end up with the same answer. The part is on back order. I understand the part being delayed for a month or so. I understand that they have to work with their supplier and get the part to be able to fix my appliances. I told the company that I just wanted to have a line of communication with them. Please let me know when the part comes in, please let me know if the part is going to be delayed, and please keep in contact with me week to week. They were very quick the withdraw the money from my bank account, but not very quick to comply with getting my appliances fixed. Another important fact to note is that I asked the tech, and whomever I spoke with on the phone to send me a copy of the receipt and the contract/agreement that I had signed. Nothing. The tech explained that they normally send the receipt or any type of email confirmation after the job has been completed. So here I am, six months later. The last contact I had with the company was probably two months ago. Nothing fixed. No receipt sent. Money already paid to them for the job to be completed.Desired Settlement: I would like a refund. I am done dealing with this company. I feel as though my husband and I have been MORE than lenient. We have been understanding about the parts being on back order. We have even been understanding about the copies of the receipts not being sent. I would like a full refund on what was paid.

Business

Response:

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.

Consumer

Response:

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]

What I am not understanding is that the business is stating that the agreement I signed, and making comments and quotes from the contract signed. The repair personal that came to my house and the woman I spoke with said that a copy of the contract will be sent to me electronically, and it has not. How am I supposed to use this copy for my records? How am I supposed to look back into the contract to reference what the business is talking about? When my husband called the company two months ago and told them we just wanted to be able to know what was going on and have the company keep in contact, they explained that the part had been shipped! RECALL? Then why would the part have been shipped?! Why am I getting conflicted stories?! almost $400 was withdrawn from my account! Why would I want a credit to do any more business with Just Appliance Repair?! UNACCEPTABLE! We have been more than understanding. I signed something for a 2 year warantee and 8 months has passed! I am being ROBBED!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

Consumer

Response:

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:

The technician told me that they do not email a copy of the contract and receipt until the work is done. I also called the office and the receptionist told me the same thing. If the part has not been shipped (for both of my appliances?) then why did the receptionist call me back in February saying that it had shipped and that the repair WOULD be completed ASAP. My mother in law is so frustrated with this company that she called on my behalf, the company STOPPED ANSWERING HER PHONE CALLS so how am I supposed to tell you that I am not purchasing new, I want a refund and for ANYONE ELSE at this point to fix my oven and my ice maker. I needed this fixed for Thanksgiving (of 2014!!!!!!!) It has almost been A YEAR! I do not want a partial refund, I do not want other appliances to be "fixed" by this company... I want a full refund. WHEN IS ENOUGH, ENOUGH?! Just give me a full refund and I will be happy. I checked [redacted], I checked other review websites, other customers have complained about this same issue, and when granted a partial refund they are still waiting for it after a few months as well! GET SOMETHING DONE! How long am I supposed to wait? Why does the company keep undermining me and telling me I received a copy of the contract when I DID NOT IN FACT RECEIVE IT! I filed a complaint with the attorney general, I filed a complaint on [redacted], and I will NOT STOP until this is resolved with a full refund. The next step is to contact an attorney on my behalf for a full refund and the full refund of attorney costs/fees. This is getting to be ridiculous.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: on 12/** Darius from Just Appliance entered our home to fix our [redacted] cook top . He looked a it asked us a few questions then went to his car and returned with a quote. He said parts and labor would be $700 and a service agreement another $700. He promised to return on Monday or Tuesday with parts to fix our cook top.

He never returned.

Another company came in took the top of the cook top off diagnosed and fixed the problem for free because the product was under warranty ( which Darius said it was not) .

Now the company will not refund my $ . I did file a complaint with my credit card companyDesired Settlement: would also like to warn other people about this company.

They are scam artists

Business

Response:

The business has responded. Please see below:Thank you for allowing us to address the customer's concerns and issues. We are sorry to read that the customer feels she did not receive the service she paid for. To be clear, the customer called on 12/**/15 regarding a repair for a [redacted] cook top. The technician diagnosed her problem and gave her the cost of repair. The customer was also given the option to cover several appliances on a service agreement, which she decided would be more economical to purchase. The 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 Wed. 12/** rather than the [redacted]. The customer did not respond. Another message for the customer was left on 12/**, the customer still did not respond to the reschedule request. When the customer did call back, she stated that she had a 5year warranty on the [redacted] cook top and no longer wanted service as she had it repaired by [redacted] and that we should have been aware she was under warranty. This is impossible, as we are neither Gaggenau, nor are we the vendor she purchased the appliance from. It is the customer's sole responsibility, as the owner of the appliance, to know this pertinent information and to contact the proper entities. In 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 like. As the customer's signature acknowledges, the customer was aware that service agreements are non refundable, all sales are final. We are glad to hear that the cook top was repaired for the customer, once she contacted the vendor she purchased it through and that [redacted] techs addressed her issues. This 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 final. The customer was aware of this and signed the terms and conditions in acknowledgement. Again, we thank you for the opportunity to address the customer's concerns and clarify the situation.

Consumer

Response:

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,

Business

Response:

The business has responded. Please see below:Thank you for the opportunity to respond to the customer. To clarify, we made the customer aware that we are not [redacted] Warrany Service providers, we are not subcontracted by [redacted] to service their warranty customers. As previously stated, we have no way of knowing if the customer has a warranty or not, that is the customers responsibility. The 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 appliances. The customer decided to purchase the service agreement, which was added to her work order. The customer acknowledges she read the terms to order her parts and begin her service agreement. The customer also signed the acknowledgement stating Trip, Service, Service Agreements, Parts/Electronics and Labor Fees are nonrefundable, all sales are final. A Service Agreement is a digitally delivered document, which at obtaining of customer signature, is authorized, immediately in effect, considered rendered and non-refundable. it is the customer's responsibility to keep a copy of the invoice for their records. The invoice was emailed to the customer at the email address she provided. The customer called the office back to make us aware she was under warranty, two days after the initial repair call and that she had [redacted] come out to fix her appliance. As 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 future. Thank you for your feedback.

Consumer

Response:

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:

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 [redacted] 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,

Review: Their technician was not able to repair my dishwasher. I have paid for a part and been told that $195.32 will be refunded to me. I have called them 4 times. The first two they were saying that the accounting department has to process it.

Last two weeks they did not return my phone calls at all.

The check was cashed May [redacted].Desired Settlement: I just want my money back.

Business

Response:

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.

Review: On February *, a repair man ([redacted]) from Just Appliance Repair came to my house to inspect my microwave and provide an estimate on repairs. Although I was not at the house at the time of his visit (my 18 year old daughter was), I had asked to be contacted prior to authorizing any repairs since the microwave was 5 years old and if the repairs were 'too costly' it might make sense to simply buy a new microwave.[redacted] called me at 3:18 p.m. on Feb 4 to let me know he was on his way. I called him back at 3:36 to let him know my daughter was home and that I had left her a check to pay for the service visit.I did not receive any update from [redacted] about the estimated cost of the repairs but when I talked to my daughter at 5:25 that day, she let me know that the total amount of the visit was $263.07. I immediately called [redacted] back on his cell phone at 5:30 p.m. and left him a message that I did NOT want to proceed with the repairs due to the cost. I also left a message on the office phone that night. I also came home that night to find a piece of the microwave simply left on my dining room table with the explanation to my daughter that [redacted] would replace it when he came back to repair the microwave the following week.The next morning (Feb *), I checked my online banking and found out that the check had already been cashed. I called the office at 8:43 a.m. and left another message that I did not want to proceed. They called me back at 8:55 a.m. and I spoke with their [redacted], who then connected me with [redacted]. At the point, the conversation became hostile with [redacted] yelling at me and telling me that the parts had already been ordered and I could not get a refund. He then hung up on me. I immediately called back and was put into voice mail where I left a message. [redacted] then called me back and I again tried to talk to [redacted] with no success. I was told I would receive a refund within 2-3 weeks. It has been 3 weeks and I have not received a refund.Desired Settlement: I would like to receive the refund I was promised. I did talk to [redacted] this morning (Feb **) and she said she would follow up with [redacted]. I asked who [redacted] reported to and she said 'the [redacted]' but would not give me his/her name.I also want to report this company for 'bad business' in not contacting the customer first for approval on any repairs. In addition, I was not left a receipt of any kind for the payment. I did not receive the invoice until the next day.

Business

Response:

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 you. To 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 behalf. The emailed invoice/receipt you received has her signature and is the authorization for the repair that was signed. Your technician ordered the parts asap to perform your repair in the quickest time frame possible. Per our terms and conditions, all sales are final and only account credit is given. However, understanding your circumstance, a partial refund was agreed to. We 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 finish. Also, please note; customers are not "put" into voice mail- if staff are otherwise engaged, a caller must leave a message for contact. We appreciate your remarks and are taking this opportunity to train staff to handle these situations appropriately going forward. Thank 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 such. thank you) .

Consumer

Response:

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]

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 2-3 weeks. Also, although my daughter (who is 18) did sign the work order authorization form, I was not left a copy of that form. I did not receive a copy until the next day when I called and spoke with the [redacted] who said she would send it via e-mail. It is common business practice to leave the customer with a copy of the work to be performed, receipt of payment, etc. and 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 item. I would have expected the same consideration. To 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 them. Yes, I do admit that I also raised my voice but I did not curse or hang up. I 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,

Business

Response:

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.

Consumer

Response:

Although I did finally receive my refund, it was significantly longer than originally stated in writing (I was told 2-3 weeks). In addition, I had to continually follow up by sending e-mails, leave voice mail messages, send messages on [redacted] and use every means possible to contact this organization. During the entire 6 1/2 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 [redacted] personally called me back to apologize for the unprofessional behavior of the [redacted]. The last response I received was on March **. In addition, I repeatedly asked to speak to the [redacted] 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 [redacted] 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 complain. Again, 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 [redacted].

Sincerely,