Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/16/2024 I contacted ** manufacturer about a issue that was displaying on the front of my refrigerator. The refrigerator section was still pretty cold but was not to the correct temperature as it should be. ** decided it was a covered part and sub contracted the repair to J&M Appliance Inc.Their technician showed up on 06/21/2024 to install new compressor and evaporator. We removed all items in the freezer and put in ice chests to keep cold. He completed install in 2 hours, ran a check of system and declared that it was good to go. We were instructed to waited 3 hours and then put all freezer items back in freezer as that was where the evaporator part was installed so everything needed to be taken out of freezer. There was nothing being done inside of refrigerator compartment so all food was left in refrigerator section while evaporator was being installed. After 3 hour wait we put all the food back into the freezer. We and left for the next 2 days for a already scheduled function. Upon returning all food in freezer was frozen but all food in refrigerator section was hot and ruined. So I called ** manufacturer and they sent out their in house technician who came the next morning and determined that J&m Appliance technician never plugged in the fan that circulates air in refrigerator section. I called J&m and told them what happened and asked them for compensation for all the spoiled food and was told it's not their problem. We had just gone grocery shopping the day before the refrigerator code was displayed, and had spent several hundred dollars on food. Plus all our condiments and other items that are quite expensive. If the technician had done his job correctly we wouldn't have had this problem.

  Business Response

  Date: 07/15/2024

  Hi there, 

  There are a few discrepancies in this report. Our company was dispatched out by *** When the customer called with the 'no cool' issue we ordered the parts before the appointment was set to expedite the repair. When the appointment was scheduled the customer advised our staff that they would be leaving town right after the repair was done, if something would come up sooner to keep them in mind. Our technician replaced the sealed system on 6/21/2024 and advised the customer not to add foods and monitor the unit for ***** hours,  This is standard procedure,  I did confirm this with our technician. He stated that he indeed informed the customer to monitor the unit ***** hours. 

  The customer called us on 6/24/2024 that the refrigerator wasn't cooling, I offered to have a technician out the same day. Customer declined and states that they had another company scheduled for the afternoon. 

  I advised the customer to contact ** for any further assistance. 

  Monique 

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  
  J&M's account is not accurate in a few ways. First their technician did not tell us to wait 24 to 48 hours . He told us to wait a minimum of 3 hours of which we did. When I called  J&M appliance on Sunday 06/23/2024 they were closed for the weekend so I reached out to ** to see if I  could get their technician out there and was told they would send their technician out Monday morning which I relayed to J&Mappliance when they called Monday morning. After ** technician came out and plugged in refrigerator fan I called J&M appliance and told them  their technician did not plug in refrigerator fan they basically called me a liar and ******* got upset and hung up on me.

  Business Response

  Date: 07/22/2024

  Hi there, 

   

  I'm sorry to read that the customer is reaching out to you with incorrect information. 

  It is standard for our technicians (confirmed with technician) to advise our customer to wait ***** hours before complete cooling takes place. When I spoke with the customer he repeated that information but advised that they were going out of town so he did what he did. (his words exactly) 

  I did not 'hang up' on the customer, I had to reason to. I did not get upset with the customer, I provided him with information to contact *** They're ultimately responsible for their product. 

  I offered a same day appointment which he declined because ** scheduled an appointment with them, our company is indeed closed on Saturday and Sunday... that is about the only correct information on this claim.

  The customer did not adhere to technician instructions, took it upon themselves to load the refrigerator with foods while it wasn't up to temp after just a few hours. This is the reason we feel that j&m Appliance **** is not responsible for food loss. 

   

  Thank You 

  *************************;

   

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A service fee was charged for what I was told would be a dryer repair, but when the technician arrived it was an estimate for repair. The service fee was not discussed, mentioned or agreed to prior to the visit. I spoke with ******* at the company and requested the service fee be waived, she refused, and to avoid going to collections, I paid the service fee on 4/6. Now, I am receiving a letter that states my account is being placed in collections for non-payment. I have a verification letter from my bank stating the payment was made, I have the "thank you for your payment" email J&M sent me after I made the payment, and the evite link to pay this invoice says that payment has already been received. Despite all these facts and despite showing all these pieces of proof of payment to *******, who is the accounts manager/COO of the company, she has not addressed any of these facts in her follow up emails, and instead states that I owe $139.00 service fee and sent the invoice which was already paid. I strongly suspect this is being done in retaliation for an unfavorable, but accurate and fair review I left them on Google and Yelp. It is my understanding that it is against the law for a company to send someone to collections knowing the debt has been paid and there is a zero balance, yet that appears to be what she is doing. I've attached a proof of payment letter provided by my bank. I can forward emails as well, please let me know where to send them. Thank you for your help addressing this matter. A complaint has also been filed with the relevant licensing bureau.

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8, 2022, a tech from J&M Appliance arrived at property to fix refrigerator ice maker. We paid $75.00 for repair. The ice maker stopped producing ice after the tech left. I called J&M Appliance to report the repair was not fixed and they refused to send tech back to repair.

  Business Response

  Date: 07/19/2022

  Hi there, 

  
  

  Mr. ******* was advised that he would have to call his warranty company prior to us returning. 

  I explained to Mr. ******* that his claim was closed and forwarded to his warranty company.

  Once it is closed I can not re-open it without the authorization from his warranty company. 

  I advised Mr. ******* to call his warranty company to re-open the claim, this is not something we can do for the customer. The customer has to call, those are the warranty company's rules. 

  I  know he wasn't happy but when a 3rd party is involved... our hands are tied. 

  
  

  In a sense his claim/complaint to the BBB is false, we didn't refuse to return. We advised him that he had to call his warranty company to open the claim so that we could return. 

  In the mean time, we received the work order from his warranty company and he is scheduled for 7/21/2022

  
  

  
  

  Thank You 

  
  

  ******* *****

  COO/Chief Operating Officer 

  
  

  
  

  
  

  
  

  Customer Answer

  Date: 07/19/2022

   I am rejecting this response because:
  
  the appliance company indicated on the P.O., which THEY closed out, the refrigerator ice maker was fixed....when in fact it was not fixed.  The tech said give it 8 hours to start working again, which it never started working again.  If you are going to bill for a job, then the job should be completed and done properly.  The appliance company should never have closed out the open P.O. until they new the refrigerator was working properly.  Now, we have to wait another 2 weeks to have them come back and fix a repair they have already been paid for and were not able to fix properly to begin with.  I promise you that if I told the tech that I would pay his service fee 2 weeks after he fixed the refrigerator he would have never started the job.  In fact, you pay for the service before the tech even begins to look at the refrigerator.  Policies are made to be changed when they are ineffective, and this is a prime example of an ineffective policy in which the paying customer is the only party that suffers.  It will be almost 45 days total for our refrigerator to be repaired if the tech shows up on July 21st and actually fixes it this time.  My dad is 91 years old, and he enjoys ice in his drinks and is frustrated his ice maker is not working.  I promise you that when we signed up for a home warranty it was not because it takes 45 days to fix an appliance.  This is unacceptable and unprofessional for an appliance retailer to feel it's ok to provide this type of customer service.  Treat your customers how you would like to be treated, and make sure to do the job properly and completely if you are going to charge a fee.  It's a pretty simple business philosophy for a business that truly takes pride in their work and wants to be successful.      

  Business Response

  Date: 07/21/2022

  Goodmorning, 

  
  

  I understand the customers frustration regarding the process. As I explained,  the extended warranty company has it's policy that I can not change. 

  Once the job is completed on the day we install the part, the invoice is closed and forwarded to them with the report given by the technician. 

  As I explained it is not our policy, it is theirs. We are contracted by the warranty company to follow their policy.

  It is also their policy that the customer has to contact them for us to return and revisit the issue at hand. 

  Back in the day, we would be able to assist the customer by calling for them, however that has changed and now they prefer direct contact from the customer. 

  That is now the process of most extended warranty companies.  

  
  

  However as for the return time, I do agree it is lengthy and we apologize for the delay in providing the service in a timely manner.

  Prior to scheduling our service calls, we inform our customers that our scheduling is back logged. 

  We are extremely busy this time of year and unfortunately it causes a delay in providing service. 

  
  

  Please extend our apologies to your Dad as well. We do understand his frustration and once again apologize for the delay in return. 

  
  

  Feel free to contact me at the office if you have any further questions/complaints. 

  
  

  ******* *****

  COO/Chief Operating Officer.