Jarvis Appliance Inc. — Local services in Wellesley

My family has been a long-time customer of Jarvis Appliance and have always been pleased with the service we have received. Unfortunately, our recent experience with them after their faulty repair to our under-warranty washing machine caused $20,000 worth of water damage to our recently renovated home has been absolutely horrific. We called Jarvis when our 4 year old Speed Queen washing machine started leaking. They agreed to repair it at no charge since it was still under warranty. We waited 6 weeks for the repair and the technician who was sent to our home appeared to have no idea how to fix the machine. He made multiple calls from our home to get advice on the repair and asked for our wifi password, since we have no signal at our house, and proceeded to watch you tube videos about repairing the washing machine. He ended up caulking the barrel of the machine and as he left told us he hoped it would not leak and that no one knew how to repair Speed Queen’s because they never break. If they did not know how to repair it, they should have just replaced the washer since it was still under warranty. We let the caulk dry longer than he instructed us to in order to make sure we would have no issues. Obviously, caulk was not the way to go because when we went to use it, we had an enormous flood on our hands ruining our recently finished basement located below the laundry room and our newly refinished wood floors on the first floor. It has now been 8 months since the flood and you would think Jarvis would want to make things right after all of the damage their faulty repair caused to our house and the inconvenience of having to do multiple repairs, including moving our furniture, large family, 4 dogs and 2 cats out of the house for a week to have the floors refinished. All we asked of Jarvis was that they pay our insurance deductible and replace the original washer which was under warranty. After 9 attempts to contact them and follow up we still have no resolution to the damage they caused to our home! We have been told that they will look into things and get back to us and then we never...

My recent experience with Jarvis Appliances was the worst service visit of any kind that I have had in my 20 years as a homeowner. The service technician, Ted, was rude, customer-blaming and highly unprofessional.

I had requested a service visit for a seemingly simple problem of a leaking dryer steam vent and a washer door gasket replacement. I was told by Jarvis Appliances dispatch to try to turn off the water to the dryer myself, but that the service technician would take care of it if I couldn’t figure it out. Unfortunately, the switch to turn off the water seemed stuck to me, so I didn’t try to force it and make things worse. Instead, I just put a bucket in the dryer to catch the leaking water, emptying it every so often until the service visit.

When Ted arrived, I told him I couldn’t turn off the water to the dryer. I then walked away from the bathroom to let Ted do his work. Unfortunately, Jarvis Appliances didn't inform Ted about the leaking dryer steam vent issue, so he became quite mad when he turned on the dryer that contained the bucket to catch the leaking water and had to clean up the resulting spill. He scolded me, packed up his tools without completing the service and stormed off, slamming the door on his way out.

I have been a Jarvis Appliance customer since 2012 but I will think twice before calling them again for service (or purchase, for that matter). If I do have to use them – they are unfortunately one of the few options for appliance service in my area – I will certainly request someone other than Ted to come to my home. He is not fit to serve the public.

I assume that Jarvis Appliance will respond to this complaint with a written comment that somehow tries to shirk responsibility and twist the story so that I’m to blame. That’s what Ted did during the visit. It’s a sad way to do business. Customers, especially those that need service for a nonfunctional appliance, are in a vulnerable position. They are seeking assistance. They do not need to be blamed for the problems they are...

Jarvis is excellent.

Our 25-year-old GE Monogram 42-inch built-in passed away in July 2020 -- at the height of the supply-chain issues created by the worldwide shutdown from the pandemic. My wife and I spent a month going to (what seemed like) every major appliance shop in the greater Boston area. At each place, we heard the same thing: Warehouses are bare, appliances are on backorder, and there are no firm delivery dates. We knew which refrigerator we wanted, but it wasn't available anywhere.

That changed when we visited Jarvis. Somehow, Kevin Doherty managed to find the columns we were looking for -- a Monogram 18" freezer and 24" refrigerator, both available at a local warehouse and ready for pick-up and delivery. He gave us a recommendation for an installer who came out and removed the old refrigerator. That installer was backed up for installations, though, so Kevin paired us up with another installer who was able to get us on the schedule pretty quickly. Within a couple of weeks, the columns were delivered, professionally installed, and fully operational.

The original built-in also had panels that matched the cabinetry. I've never dealt with built-ins before; I'd made some phone calls, but none of the cabinet makers I'd contacted (including the one that had done the original refrigerator panels) could manufacture the 80-inch panels for the new columns. I mentioned this to Kevin, who put me in touch with Shane at Metropolitan Cabinets. Metropolitan didn't even blink at the dimensions. They were terrific to work with. It took a couple of months for the new panels to be delivered, but Metropolitan did a beautiful job on them.

I've attached some "before and after" photos, including the final side-by-side. The new refrigerator looks spectacular -- but if it weren't for Kevin Doherty and Jarvis Appliance, we wouldn't even HAVE a new refrigerator (yet).

The next time we need a major appliance, Jarvis will be our first (and...