ComplaintsforJetz Service Company, Inc.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am going to describe two events in the past year that have taken an extraordinary amount of time to resolve. The most recent one I can document fairly well and the previous one I cannot, but I feel it adds to this company's background. I would also like to say that, for more background, I have lived in a building using a washer and dryer from them for more than six years and it has been unfortunate. They do not ever test to see if a machine is actually working after a repair and it can cause the machine to take many weeks to actually be fixed. I have never received any recompense for the money deposited in the machines when no service was provided. I will start with the event from a year ago. The washing machine broke and was reported by several people in the building. The first repair took 2 weeks(this would be around January 10th of 2023). The dryer then broke a few days later and was repaired quickly. The washer then broke again and it was the end of February or beginning of March before both machines were working again at the same time. You will see in both stories that they do not seem to trust follow up repair orders and they may be being ignored. The recent one began around December 28th of 2023. The machine was broken and I put in a work order on their internet form. The following evening I put another work order in over the phone. The next week on Friday I followed up during the day and spoke to a representative and they said someone would be there to fix it. I spoke to the same representative on the following Tuesday and she told me the situation and that it would be fixed on the next day. There was a repaired posting on it on January 10th. The next day I attempted to do another load. It did not work and had the same issue. I put in a work order and nothing has been done up until this point.

  Business response

  01/18/2024

  I have called and Talked to ****** **** this morning about the issues he had with our machines. It was a misunderstanding of how things work on our email system and who to talk to about a problem with our machines.  We discussed the email, the machines and what we do to take care of our customers. He will be reimbursed his 6.00 that he was disputing and we will be taking out the machine that is at his location and replacing it with another machine. We were able to send out a service tech today (1/18/24) to look at the machine and access the situation and found out the transmission was frozen . Everything was resolved. 

   

  Thank you! Have a Good Day! 

  *** ********

  Branch Manager 

  Jetz Service

  Omaha, Ne

  Customer response

  01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would like to add that I wish it was resolved in a more timely manner and that their issue reporting system worked effectively.  After speaking with Tim it does seem like many of the issues reported in the last year were never recorded.

  I would really like to thank the BBB for your effort and success in helping us resolve this.  I think this is the first time I have ever gone through with reporting anything to your organization and it works very effectively.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The problem is the company never fixes ther washer I call and they come out and Unplug the washer and dry it out and the plug it back in for me it started in April and it just keeps adding up they refus to give me a refund and they now owe me 12.50 cents because everytime they say it's fixed then I try to use it and it doesn't work the apartment that I live in are under contract with them so they refused to do anything I want them to replace it and give me my refund This is just so frustrating

  Business response

  07/03/2023

  I have spoken to ****** on 7/3/2023 to get a clear understanding as to what kind of problem she is experiencing with the washing machine. She did give me some good information on it. I did agree to her that I would refund her the money that she lost in the machine. Due to the Holiday, I have a service tech scheduled to be there on Wednesday 7/5 to run this call. and to refund her money. I will update the result of the service call on Wednesday also.

  Customer response

  07/17/2023

  I the washing machine was fixed and it now works great 

  I was given a refund and I am very satisfied with the out come

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