Just Appliance Repair

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]

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

The business has responded Please see below:Thank you for the opportunity to respond to your concernsWe understand the frustration of the customer regarding repairs, especially when the appliance is down for a lengthy periodIt is our goal to service every customers appliance and have it repaired asap, barring any unforeseen circumstancesHowever, such circumstances arose with this particular repairThe customer purchased a service agreement covering two appliances for two yearsThe 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 conditionsservice agreements are non refundable, all sales are finalCredit only is given toward any future services the customer may needA 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.comAs stated on the receipt, it is the customer's responsibility to keep the copy for their files, no further copies will be sentWe 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 newIf 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 neededWe hope this addressed all the customer concernsWe thank you for your feedback

The business did not respond, however the consumer sent the following response:Complaint id [redacted] with Just Appliance Business has been resolved as of yesterdayThanks, [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 $fee was for the service call and diagnoses , nothing about plus parts and labor that weren't providedThere 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 $stop check fee which was supposedly cashed within a a hrwindow 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 leftHe 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 $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: 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 addressWhen 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 moreJust 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] ***

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 BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

We are sorry to read your review, but appreciate the opportunity to address your complaintJust Appliance Repair is one of the few appliance repair companies in the Hudson Valley that service DacorDuring 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 applianceYou were advised by the tech to alert him when your parts arrived so that you could be scheduled for repair, which you didWhen 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 enlistedA call was placed again to [redacted] , on May *** 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 ovenWe did not receive a response from you and a 2nd call was made on May ***, the day of the appointment, to followup in regards to the previous message leftIt 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 propertyAs 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 applianceOnce that was accomplished we have gladly completed the repairAs 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 installationAs 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 serviceAgain, we thank you for the opportunity to address your concerns

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 satisfactionWe have made every effort and have responded to all contact from you regarding the issue and sent a technician back to address itThe technician reassembled the drawer after fixing the leak, which was the original complaintYou were present at the time of the repair and signed the work order stating that the issue was resolved to your satisfactionWe 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 presentAs 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-transferableAs such, there will be no refund givenThough 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

The business has responded Please see below: Thank you for allowing us to address these concerns.The hinge repair, completed 4/ [redacted] and the ignitor repair called in by customer on 5/** and completed 6/ [redacted] that are cited in the complaint, have been performed by the technician [redacted] called 6/ [redacted] after the second repair and stated he was having trouble with two more burners and that they were not workingWe warranty our parts and labor for one full year and as a courtesy, Just Appliance Repair paid for the replacement order for the customerWhile 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 resetIt was explained to [redacted] that a message would be given to the tech regarding his new problem and that it may take 24-hours before contact was made, as the techs were attending conferences and trainingThe 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.comJust Appliance Repair takes every customer concern seriously, but we will not be bullied by customers who threaten poor reviews or complaintsas a means of getting their wayJust Appliance Repair, cannot be held responsible for the customer's electrical problemsUnder 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 controlThis 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 neededIt 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 completedOur terms and conditions state: Trip, Service/Diagnostic, Parts/Electronics, Labor Fees, Service Agreements are Non-Refundable, all sales are finalAll 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 completedAt 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 customersThe customer has also informed the office that he has already had the appliance repaired Thank you

Thank you for your feedback and making us aware of the issueIt is our goal to resolve customer issues as soon as possibleWe are looking into the delay and will contact you as soon as possibleWe apologize for the inconvenience this has caused 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 to weeks.Then you changed this to claiming that the time frame for refunds is now to weeksWe are now at weeks, and the check is still not yet issuedYou 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 allowing us to address the customer's concerns and issuesWe are sorry to read that the customer feels she did not receive the service she paid forTo be clear, the customer called on regarding a repair for a [redacted] cook topThe technician diagnosed her problem and gave her the cost of repairThe customer was also given the option to cover several appliances on a service agreement, which she decided would be more economical to purchaseThe parts for repair were ordered and the customer was made aware on 12/ [redacted] that the parts were not readily available through our vendor and that there would be a delay, asking her to reschedule for Wed12/ [redacted] rather than the ***The customer did not respondAnother message for the customer was left on 12/**, the customer still did not respond to the reschedule requestWhen the customer did call back, she stated that she had a 5year warranty on the [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 warrantyThis is impossible, as we are neither Gaggenau, nor are we the vendor she purchased the appliance fromIt is the customer's sole responsibility, as the owner of the appliance, to know this pertinent information and to contact the proper entitiesIn reference to the service agreement the customer purchased, it was for multiple appliances and she may remove the cook top and replace with any other appliance she would likeAs the customer's signature acknowledges, the customer was aware that service agreements are non refundable, all sales are finalWe are glad to hear that the cook top was repaired for the customer, once she contacted the vendor she purchased it through and that [redacted] techs addressed her issuesThis incident is in no way the fault of Just Appliance Repair and as stated, we will gladly allow the customer to remove the cook top fro m the agreement, but service agreements are non refundable, all sales are finalThe customer was aware of this and signed the terms and conditions in acknowledgementAgain, we thank you for the opportunity to address the customer's concerns and clarify the situation

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 signedThe 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 notHow 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 $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 understandingI signed something for a year warantee and 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: 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 addressesThe service man, Darius, did not inform us that advance payment was nonrefundable In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The business did not respond, however the consumer sent the following response:Complaint id [redacted] with Just Appliance Business has been resolved as of yesterday. Thanks,[redacted]

This company came out to repair a range under warranty contract for [redacted]. He didn't have the correct part and said he would have to order. That was 3 weeks, 3 days, and approx 8 hours ago. I still do not have a repaired range. I have left multiple messages requesting status and still have yet to be called back. BTW, the Lowes warranty service group has not been much help either. after 2 1/2 weeks I call them and they are giving me the "its a 5 day process run around". They will not provide call back to me to update me on the status. They should take customer service out of their name.

Review: Our dishwasher had stopped draining water. I contacted the manufacturer, Bosch, and they suggested contacting their authorized service provider, Just Appliance Repair. I contacted and they came over.

They said the drain pump was fine but that the wastewater removal hose was routed in such a way that it was putting too much strain on the pump. (It was set up this way by the [redacted] installer several years ago). He suggested that I either have it drain in a sink in the basement, or have it routed directly behind the drawers and cabinets to the kitchen sink output and it would be fine.

I had my contractor who did my kitchen come over and I paid him to re-route the hoses in the way that Just Appliance Repair said they needed to be. This did not resolve the problem.

I tried about 6-8 times to reach Just Appliance Repair to let them know and left messages. I was never again able to reach them or get a return call.

Subsequently, I ended up purchasing a new dishwasher and paying for its installation. However, I still have the same issue and need to know why water will not drain reliably from my dishwasher.

I have spent about $1,000 so far on this problem between Just Appliance Repair, re-routing the hose, a new dishwasher, and the installation of the new dishwasher.Desired Settlement: I would like to have my issue resolved.

Business

Response:

The consumer replaced dishwasher and is still having draining issues, the dishwasher must not be the problem so I can only assume it to be a plumbing issue. I am not a plumber and am unable to comment on that. My original diagnosis was that it wasn't a dishwasher issue but a drain problem and the recommended routing of hoses was as directed in the owner install guide.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have now resolved the issue on my own. It was, in fact, a plumbing issue. However, that doesn't change the point I am making here. I re-routed the hoses exactly as Just Appliance Repair directed me to and the issue persisted. Just Appliance Repair's diagnosis was incorrect. When I wanted to discuss what else it could be, Just Appliance Repair neither answered my calls, nor did they return messages. A few minutes on the phone might have saved me the trouble I've been through and $900.I plan to share my dissatisfaction with Bosch, who recommended Just Appliance Repair and also with anyone I know who might ever require appliance repair services.

Regards,

Review: Attn: Owner [redacted]-your repairman came by yesterday to put on the ordered part on our Whirlpool refrigerator. He was here just short amount of time,advised my wife that the part was installed,told my wife to leave door ajar for 20 mins-then it would be fine. He left,after 20 mins,she went to close door and look inside. The refrigerator contols’ lights-that register temperature and freezer controls are just blinking 0(zero). Our freezer was working before his visit but now that is not even working. We had to move our freezer items to a small freezer we have. She and I left a message on your [redacted]-but could reach only machine and messages were left before 5pm. Messages left-but no calls back. We are without refrig for the weekend again. This is 2nd appliance service provider with this warranty contract. We have been trying to get this issue fixed since day after Thanksgiving. You all came out yourself on 12/29/14-had to order part-then part finally came in and when I called repeatedly this week-found that out part arrived,[redacted] came yesterday with these less than satisfying results.

He also left a panel off refrigerator(not sure from where) sitting inside refrigerator with his screwdriver sitting on top of it. I am filing complaint with the Revdex.com of Roanoke Valley and want this issue corrected asap. I expect his to be resolved no later than Monday 01/12/15. Our address is [redacted] and our home number is [redacted]. My cell number is 5[redacted].

model [redacted] ser # [redacted] Thank you

[redacted]Desired Settlement: We want this Whirlpool refrigerator to be fixed and running correctly before your repairman leaves this time.

Business

Response:

The business did not respond, however the consumer sent the following response:Complaint id [redacted] with Just Appliance Business has been resolved as of yesterday. Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,