Complaints

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• Initial Complaint

  Date:02/28/2023

  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.

  Jarvis Appliance sent a technician out to our house to repair a thermostat on a gas range on 2/21/23. This was a minor repair. While attempting to repair the stove, the Jarvis employee forced the stove away from the wall with enough force to break the brass fitting connecting it, causing a catastrophic gas leak. We turned the gas to our unit off, opened all of our windows to disperse the gas, and Jarvis offered no further assistance and failed to provide a plumber to fix the issue. They told us that we needed to find an emergency plumber and they would reimburse us. Having no other option, we reached out to a local plumber, who came on an emergency basis. The cost of the plumbing work to restore gas to our furnace and hot water heater (they were not able to fix the **** line to the stove) was $1325. The plumbers indicated that it was negligence of the Jarvis employee that caused the leak, and that there was no indication that anything had been installed incorrectly. The plumbers quoted an additional $3500 to replace the damaged gas line, they suspect that the force used to cause the original damage would have also created a stress fracture elsewhere in the line, forcing them to replace it in its entirety rather than attempt a repair. As is, we are out $1325, and have no way to use a gas range in our kitchen. Please see the attachments corroborating everything I have said here, as well as proof that Jarvis was the company to originally install the range. They are unwilling to provide us with a copy of their liability insurance to settle this matter.

  

  Business Response

  Date: 03/06/2023

  The customer requested that the thermostat on their range be replaced. We sent two technicians to their home. In order to service the range,the oven needed to be pulled forward slightly in order to disconnect the flexible line that connects the range to the gas supply. This was done with no issue at all.

  
  The technician went behind the range to disconnect the service fitting on the gas line. This is when the gas line fitting broke at the wall connection plate. Nevertheless, the repair on the range was successful.

  
  We must emphasize that the wall plate was not a proper fitting for the type of service requested by the customer and was not damaged in the least when the range was pulled forward for service. Furthermore, the fitting was neither secured properly nor strong enough to withstand routine service.In order to remedy this issue, the customer would need to contact a licensed plumber to have a regulation fitting installed.

  
  Because the customer required a plumber to respond to the broken fitting on an emergency basis, Jarvis Appliance agreed to compensate the customer $350, which was the rate charged to the customer. To do so, we deducted $350 from the customers outstanding balance.

  
  The customer has posited that ********************** Appliance was responsible for the installation of both the gas line and their range. The customer does not have any proof that ********************** Appliance installed the gas line. Nor does the customer have proof that ********************** Appliance disconnected or reconnected a range in order to install the current unit. In fact, the invoice produced by the customer indicates that Install Plus, a company that does not nor has ever had an affiliation with Jarvis Appliance, was responsible for the installation of the range. Jarvis Appliance has responded to this concern professionally and appropriately.

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  Jarvis is not describing the true sequence of events, and continue to fail to acknowledge the impact their failed repair had. 

   

  1. As submitted with the original complaint, the plumbing cost to isolate the damage and restore our gas to our furnace and hot water was $1325, NOT the $350 number Jarvis has latched on to. To be clear, that $1325 was not the cost to repair the damage done, it was the cost to cap and remove the oven line from our system.

  2. The exact moment the the Jarvis technician broke the the gas line is irrelevant, as they admit to causing the damage. There is no indication that the plumbing was installed incorrectly, and the Big Blue plumbers who repaired the damage described it as negligence from the Jarvis repair technicians, not anything wrong with initial installation of the pipes.

  3. Jarvis has no right to charge us for the 'work done' as when they left we had a catastrophic gas leak, and several weeks later we still do not have the ability to use a gas stove in our home. 

  4. As submitted with the original complaint, the cost to repair the damage done is an additional $3500 on top of the $1325 we have already paid to restore our heat and water. 

   

  To resolve this complaint we need to be reimbursed for the cost to repair the damage done by Jarvis, which totals: $4825.
  

  

  Business Response

  Date: 03/14/2023

  We rebut the customers claims by presenting the following sequence of events:
  
  1) ******* range was pulled forward just enough for the technician to go behind the range to disconnect the flex gas line and no further. This practice is routine in gas range repairs, of which we perform hundreds each year. It is suspect that the technician deviated from normal procedure.
  

  2) When the technician attempted to loosen the fittings, the fittings on the wall broke.
  

  3) Thinking quickly, the technician plugged the gas line to stop the flow of gas, of which we have photographic evidence.
  

  4) As a precautionary measure, the technician advised the customers to open their windows.  There was no catastrophic leak of the gas line.
  

  5) The range was then pulled out from the cabinet and repaired. The technician left the range pulled out to allow the plumber access to the broken fitting by installing a termination plate that was up to code.  The termination plate was the only part required to remedy the customers situation. No further work was needed.
  

  In our previous response, we neglected to state that the customer has demanded ********************** Appliance supply him with a new electric range of his choice at no charge. Anticipating this, the customer opted to have the gas line going to their kitchen terminated by the plumber. This termination was not a necessary part to repair the broken fitting, and Jarvis Appliance has at no point agreed either to pay for that work nor to provide an electric range at no charge.
  
  Once again, Jarvis Appliance has offered to reimburse the customer $350 for the emergency repair.  We have done so by deducting it from his outstanding balance. We are not in any way responsible for decisions the customer has made without any agreement from us.

  Customer Answer

  Date: 03/17/2023

   

  I reject all the claims Jarvis made in their last response -- 

  Obviously, if the stove repair was done properly it would not have resulted in a gas leak. It is ridiculous to claim everything went 'normally'. It is also ridiculous to claim that a gas line freely venting into an enclosed home is not a risk. This is the definition of gas emergency. Jarvis continues to deny the detailed report from plumber explaining that the cost of $1325 was the cost to disconnect the gas line from our system, and cap the newly exposed port. 

  In the early days of this discussion, I proposed we proceed with the cheapest option, which would have been to change the stove type, rather than repair the damaged gas line. This is obviously no longer on the table. 
  

  Finally, the claim that line is capped and sealed is patently false. The line to the stove is disconnected from our larger system as the plumbers were unable to repair it in their emergency visit, which again cost $1325 not $350. Again this was all described in detail in the quote I initially attached to the complaint. 
  

  To re-iterate. I am out of pocket $1325, and have no working gas line to my stove. The cost to replace the damaged gas line is an additional $3500.My request for reimbursement remains unchanged.