Complaints

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• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We hired JT Services to diagnose the problems we were having with our double oven. ****** came to diagnose the ovens and came to the conclusion (without pulling out the oven) that the broil on the bottom oven needs to be replaced and the heat element on the top oven needs to be replaced. We paid, the parts were ordered, and he came to make the replacement. After installing the new parts he realized that the bottom oven heating element is also not working at 100%. He diagnosed the issue last time by only touching the inside of the oven and seeing if it heats or not. It heated at 50% and he said its OK. After pulling out the oven during install he was able to diagnose correctly this time that the heating element is not working as he thought it was previously. He told us to contact his office to order the part and get the install scheduled. We called and the office admin told us we would have to pay for labor once again in order to fix the misdiagnosed issue. We told her this is not what was promised when we hired JT Services - they initially told us that if the oven is not working 100% after they fix it, we will not be paying for anything other than parts. Since this issue is due to the initial misdiagnosis done by JT Services, we should not pay for labor AGAIN. We have been calling JT services for the past month trying to get to talk to them and find a resolution, and to get our oven fixed as promised. We have not been able to get in touch with them - they will not call us back or reply to voicemails.

  

  Business Response

  Date: 12/04/2023

  Hello,
  It is very unfortunate to see you leaving this review. We can only assume this was filed by another household member, as we have been in communication with ****. Although initial contacts were made by *****, **** reached out to our office and stated that he would be handling the process. Our office has returned every voicemail and kept records of it! We understand people may be preoccupied with other things when we call back, but it would take weeks for your household to reach out to us. When the diagnosis was complete and you voiced your apprehension, we promptly offered to refund the $60 fee so you could go with a provider you were most comfortable with. You declined our offer. We explained to you our warranty of 60 days on parts and labor. Including if, for any reason, a part we replace fails within the 60 days, you would not be responsible for the costs to remedy the situation. We also made you aware that we cannot guarantee that no other part will fail in the near future. You agreed to move forward. Your warranty company paid for the repairs, and we replaced the bake element in the upper oven and the broil element in the lower oven. We replaced exactly what was paid for. ************** advised you that the bake element in the lower oven is on its way out, and you requested a quote on having it replaced as well. We are not in a habit of replacing parts that have not failed. And without your clear instructions to proceed, we would not move forward. To clarify, if the bake element was to be replaced along with the other two parts, you would have been charged for parts and labor for it as well. You were not. Once again, we tried to offer a resolution last week and are yet to hear back from you. At this point, we have exhausted our efforts. Although it saddens us to see your negative review, we sincerely hope you find a vendor you are truly happy with.
  Sincerely,?
  JT Services, Inc.