J & M Appliance, Inc. — Attraction in Redlands

Incompetence doesn't even begin to describe this company. My fridge went out so they came out on a Friday to diagnose. Technician advised us that fridge may be under warranty but would need to check. We advised the technician that we didnt care if it was under warranty or not, to still order the part because we would pay either way. By Wednesday the following week, after not hearing anything from them, we called them. They advised us that the technician NEVER ordered the part. Right then and there I should of called another company. So, they ordered the part that day and of course now couldnt come out until that Friday. So now its been over a week without a fridge. Technician came out and replaced part that Friday and we thought all was good. They still charged us $600 in labor (didnt even get a discount for them inconveniencing us for the delay but they did go through warranty for the part). Fast forward to the following Wednesday when I open the fridge and everything is warm and has gone bad. Called these people again and they can't come until Friday. (So two more days without a fridge and a whole fridge of food wasted). Friday comes along and the technician comes but doesn't have the right tools so has to come back Monday. Does the technician go to get the right tool and come back? NOPE, HE JUST LEAVES saying he cant come back out until Monday. I call this business and of course the manager cant come to the phone. I demand a technician to come to my house that evening and a phone call back from the manager. Do I get either? NOPE. I will be demanding a full refund for their incompetence for not fixing the fridge correctly in the first place as well as a refund for the food for the ENTIRE FRIDGE that they allowed to get spoiled since they didnt fix the fridge correctly in the first place. I will update this review with how this company goes about righting THEIR WRONG, and if they honestly are customer friendly. If not, I will update that too.

UPDATE: The technician was able to finally come out that following Monday to do his job with the proper parts and fix my fridge. Not without a warning to not put anything inside for an ADDITIONAL THREE DAYS OF COURSE. Such an easy feat with a toddler living in the house who needs milk daily. So what does this company care if I am able to provide it to her or not? Its not their problem, right? Oh, never got my call from the manager until that Monday as well. When I spoke to her and demanded a refund of the $600 labor work and a reimbursement for the food in the fridge that I had to buy, I was denied. (To be clear, I am demanding the reimbursement of the food that went bad the second time after their technician failed to fix my fridge when he came out. I am not asking for reimbursement from them for the food from the first time the fridge went out). Either way, was told my problem was with LG, and not with them. Trust me, my problem is with this company. So to recap my problems with THIS company: 1. FIRST TECHNICIAN CAME OUT AND EVEN AFTER TELLING HIM TO ORDER PART, NEVER DID SO HAD TO WAIT ADDITIONAL TIME FOR PART TO COME IN. 2. TECHNICIAN REPLACED PART AND IMPROPERLY SOLDERED CONNECTIONS WHICH CAUSED A LEAK AND COMPLETE SYSTEM FAILURE FOUR DAYS LATER. 3. TECHNICIAN COMES THREE DAYS AFTER THAT AND SHOWS UP WITH NO TOOLS AND MAKES US WAIT THREE MORE DAYS 4. WONT BE REFUNDED FOR THEIR IMPROPER LABOR NOR FOOD THAT WENT BAD. Sounds like my problem is with this company. Imagine getting a hair in your food at a restaurant and they wont replace the food. That is this company not correcting their wrong. So if you want bad service and for a company to not give a Damn about it, then by all means, this company is for you. As for me, since they won't reimburse my requests, I have spoken to an attorney. Even if I lose, they WILL pay for the costs in attorney fees. One way or another,...

I strongly do not recommend this company. I was charged a service fee I did not agree to, and was not informed of.

Look, I don't leave negative reviews. I dont even rate a bad Uber drive less than four stars. I don't want to have to write this, but this company truly earned this one star review. Initial phone call went well, very helpful staff that were able to give me a price for a part and labor charge to replace the felt seal of our LG dryer. They stated the technician would arrive with the part and be able to repair at the scheduled date. The technician arrived, again very nice person but had no idea as to the problem, no part, and no ability to perform the repair as I was told he would be. He called the office to see if this part existed, and then asked how I would like to pay the $139.00 service fee. This was the first time I heard of any service fee, and I spent the next few weeks going back and forth via email and phone call wasting time disputing the charge, as it was never agreed to. Eventually reaching the accounts department on the phone after leaving a voicemail five days prior without return call. This person was completely unhelpful and repeated robotically that everyone is informed of the service fee and that was that. No conflict resolution, no offer at a compromise, no concern for customer service, nothing. Incapable of admitting they made a mistake. I asked if they record phone calls, so we could see if I made a mistake in remembering. Nope. Even though they have no proof of my agreement to a service charge, because I did not agree to one, and despite NEVER BEING INFORMED OF THE SERVICE FEE UNTIL THE TECHNICIAN WAS IN MY HOME, I was informed I would be sent to collections if I did not pay. This company wasted my time and money, and I wonder how many other people have had the same experience. I would strongly advise finding appliance repair somewhere, anywhere, else. Better options exist.

UPDATE

I need to reply to the business's reply to my review, because it seriously flawed and unprofessional. The entire issue is that I was not made aware of the service fee at the initial phone call, and was surprised by the technician to be asked to pay at the visit. I did not come to the conclusion that they should work for free, my conclusion was that it is reasonable to be informed of any service fees due PRIOR to the visit, which this company did not do. Additionally, at the end of our phone call I chose my words very carefully, because I am aware of the technique you used to try to discredit honest unfavorable reviews. My exact words were "I will be posting an honest an accurate review of my experience". That is verbatim, my words were chosen intentionally. Your intentional choice to misquote me as threatening to "blast" you reflects your lack of integrity and ethics. This is the type of unprofessional nonsense this company has wasted my time with for weeks. Look at the tone the company used in their response, and decide for yourself if this is the type of company you want to deal with and have in your home, when many better...

Update: I received a response from J&M (see below) letting me know that I can request a different vendor. Again, the great customer service. I would also like to acknowledge the use of the word more put in quotes, as if there really isn't more to be done...I'm assuming. I am also assuming this response is from Monique, the manager. She replied the same way to someone else who was upset with their customer service. Just solidifying my observation of the level of customer service.

I am very disappointed with the service I am receiving from J&M Appliance. I called to have a fridge repaired under my home warranty. I called on June 18, the first available appointment they had was on June 28 - just to look at it for the first time. They had to order a part. I emailed on July 7 to find the status and was told they were waiting on authorization. I called the warranty company and they sent over the authorization the next day. I received an email today (July 12) asking me to call to schedule the repair. Their next available date is July 22! 10 days for a freezer to be repaired that isn't freezing. I asked for a manger to find out why I am having to do the leg work to get the authorization and why another 10 days for the repair. I was told "I don't want to say anything rude or unprofessional" ...but basically I have to wait. I am so disappointed. It sounds like J&M is taking on more work than they can handle. They should think about hiring more technicians or telling the warranty companies that they can't provide the service in a timely manner. I am so disappointed in J&M. I would never recommend them and I am certainly glad this is paid for by the warranty or I would go somewhere else. Customer Service seems to be a lost...