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Business Profile

Major Appliance Services

JC Service Solutions

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Major Appliance Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:17/11/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Repair company misdiagnosed an issue with my new refrigerator. Charged me $400 for parts that I in fact did not need and refuses to issue me a refund after the technician advised me I would get a refund for the parts. The technician admitted to installing the wrong part and then said I needed a new compressor, to contact whirpool For warranty. Had to throw out hundreds of dollars of food. They did not issue me a bill of sale after the repair. I had to ask multiple times via email for receipt confirmation and does not answer phone calls. After finally receiving a ***** invoice they altered it to show only labour charges and not for parts. Actual breakdown of repair is on email photo. Illegitimate company and should be investigated for fraudulent transactions.

    Business Response

    Date: 21/11/2022

    Our company contracted by ********* ****** to handle appliances repairs. Unfortunately some repairs do fail. Due to the failed repair, ********* ****** is covering the cost for the additional work that is required on Mr. *******s fridge. The technician did not tell the customer that he would get a refund, but rather to contact ********* to discuss a refund. We take payment on behalf of ********* however we are not authorized to provide refunds. This is a discussion between the customer and *********. 

    Mr. ****** requested an invoice via email to which we replied that it would be sent to him that day. He repeatedly emailed throughout the day demanding an invoice and threatening to report us to BBB and to *********. It was a particularly busy day but, as promised, an invoice was sent the same day. We sent an explanation email, as well as the invoice that is generated by the software (Mr. ****** attached both in his complaint). The invoice generated by the software was not very detailed and we knew the customer would require a proper explanation. We explained that unfortunately the system does not allow editing (specifically the breakdown of parts) once the job is marked “complete”. We did not and cannot alter the invoice. 


    Mr. ****** claims to have called us many times with no answer. Our phones are very busy and therefore we encourage email communication, as stated on our outgoing message. 
    Mr. ****** emailed us on Oct 31st after we had already left the office. We replied to his email on Nov 1st in the morning and have had ongoing communication since then. We have never ignored his concerns and we have been trying to help him the best we can.


    We escalated Mr. *******s case to our field service manager and was informed Thursday Nov 17th in the morning that it would be handled by ********* to ensure customer satisfaction.

    We understand the customer’s frustration but our company can can only do so much. ********* has the final say and this has been expressed to both Mr. ****** and his wife. 
    The facts remain that ********* is covering the cost of the additional repair and the issue has been escalated further to see what can be done for this customer to make things right. 
    We hope this issue can be resolved for the customer and we leave it in *********'s capable hands.


JC Service Solutions is NOT a BBB Accredited Business.

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