ComplaintsforJudd & Black

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a dishwasher from **** and Black ********** in July 2022 and it has had very light use. Less than 2 years later it has completely stopped working. We had a repair man out who said the motor and control panel are broken and it would cost approximately $500 to fix. We called **** and black and they refused to help and said they only have a 1 year warranty and they're was nothing they could do. Dish washers average lifespan is 10 years and this one has had minimal use and is already completely broken. I really expected more from this company then to sell us junk and refuse to help when it goes bad.

  

  Business response

  04/22/2024

  After research, it appears this particular dishwasher was purchased under a different name. Our records indicate that unit was sold on 8/15/22. The customer paid for the product and took it with them the same day. We need to verify the customer making this complaint is in fact the original customer we sold the product to.

  The product purchased was a Maytag dishwasher that comes with a manufacture warranty of 1 year in-home parts and labor. Maytag is a highly regarded brand that consistently ranks well in reliability surveys by organizations like **************. Unfortunately the possibility for malfunctions exists with all brands.

  Our records show we have never made a service call on this particular unit, therefore we can not verify what is wrong with the unit or how much it may cost to repair. It appears the customer had a different service company provide them with a repair estimate. While we assume the repair estimate is fair and accurate, we have no way to verify this with-out actually looking at the unit ourselves.

  We understand malfunctions and service calls can be frustrating, however with-out the opportunity to diagnosis the unit there is very little we can do.   

    

  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dishwasher from Judd & Black on 10/31/22. When it was delivered by ********************* Installers on 12/29/22 they noticed a dent on the panel door. I was given two choices, one to have a new dishwasher installed which would have meant a long wait time OR they could install the damaged door dishwasher and they would order a replacement door. I chose to have the dishwasher installed and have a replacement door ordered. Well, It has been over a year and I am still waiting. I have spoken to Judd & Black over the phone twice (3/13/23 and 10/17/23) and they tell me the same thing - door is still on order. I can't believe that it takes this long to have a replacement door ordered and delivered. I feel like they are waiting for me to just give up. On 3/13/23 I spoke with *************************** and then on 10/17/23 I spoke with a man named ****. I think he is the manager. One page of the paperwork I uploaded is very hard to read. It is a carbon copy and very light. I always have to call Judd & Black. They don't call me. Terrible customer service.

  

  Business response

  01/31/2024

  This Issue should have been resolved months ago, we apologize for the lack of communication and follow through. We will replace the front panel with-in 10 business days.  

  Customer response

  02/01/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We placed an appliance order in January, 2023 with the ****************, **. **** and Black for over $9,000. Customer Order #******** for ***** and *********************. We received delivery of the appliances in May,2023. Unfortunately the refrig we ordered did not fit the space so we returned it for another one. The replacement refrig was less expensive than the original one ($1,699 vs. $2,185). A difference of $487.00. We have repeatedly requested J&B refund the amount. We have called, emailed, etc. Calls not returned, emails not answered. Poor customer service. I look forward to having this matter resolved but they refuse to contact ** about it. Just need my refund.

  

  Business response

  06/07/2023

  We have reviewed our records and the customer is correct, we owe them the difference between the 2 refrigerators. Original unit was $2,185, the new unit was $1,699, for a difference of $486 plus tax of 8.6% for a grand total refund of $527.80. Our accounting department is cutting a check and it will be mailed this week. We will review our policy and procedures to determine how this happened. We apologize for the delay in getting this processed, it should have happened right away.  

   

• Initial Complaint

  03/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called for some Warranty work to be done on a dishwasher. They came out the youngest of the two said the a wire was eaten through by a rodent. Well since I am on spring break I have time to pull it out and look at it myself The wire does not look chewed thru ( I have seen rodent chew marks before ) looks more like it was pulled and the other wire shows discoloration of it having been pulled on ( white stretch marks ) So and funny how it is so close to a connector that I can't fix the wiring with out now buying an almost $500 wire harness and why was it only that wire NONE of the other wires show any other signs of being "*****" on. What I want is a refund of my $60 service charge.

  

  Business response

  04/06/2022

  We stand by the diagnosis provided by our service technician. However, in the name of customer satisfaction we will be happy to refund the $60 as requested by the customer. 

  Customer response

  04/07/2022

   
  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.

  BUT I am sorry to say their standing by their diagnostics tells me that they have no clue what their guys do.  Only reason why I called for a tech was at the time it was Under Warranty with about a month left.    I found it odd out of ALL the wires that was the only one a mouse "chewed" on  I couldn't even see said wire  till pulled it out and tipped it up.  I used to be a Mechanic and I seen my share of rodent eaten wires and these looked more like they was pulled on.  That and where the wires are "broken" which is up by the "switch" was hire up than the lowest point of where the wires would hang and none of other wires showed any bite marks.

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2017 we purchased a Jenn-Air Induction Stove from **** and Black in *******, **. At the time we also purchased a 5 year extended warranty. Within the first couple months the stove wasn't working properly. Service technicians from **** and Black came out 4 different times to get the stove working. September of this year the surface burners stopped working. **** and Black is honoring the warranty. My complaint is the service technician has been out 5 times since October and the stove still doesn't work. They keep throwing parts at the stove and either the same problem remains or new problems were created. At this point the part they need is on back order so we have no idea when the stove will be repaired. We have requested that the stove be replaced but were told that the warranty company has to make that determination. Meanwhile we are without a stove and don't know when the stove will be fixed.

  

  Business response

  01/11/2022

  We have had issues with repairing this unit between October and December. Some of the repairs were ineffective and we have been dealing with parts availability as well. I have been informed by our service team that this range was repaired on December 30th and is functioning properly. If this is not the case then please let us know and we will move forward from there. 

  Customer response

  01/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is accurate. That this response is satisfactory is a bit of an over reach. 
  
  Sincerely,
  
  *********************************

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