Having read the reviews for JC Appliance Repair, I expected to have a successful repair for my KitchenAid oven which took a long time to preheat and no longer achieved The appropriate temperature for baking.
Johnny arrived quickly and diagnosed the issue as needing a new bottom element. He returned as promised and installed the new element which after a cursory trial during which he did not wait to see if the baking temperature was properly achieved, he deemed it fixed. upon request he said the warranty of the repair would be three months.
When I later attempt to use the oven it took one and a quarter hours to reach a temperature of 340°F and would not go any higher. The top element [broiler] was on the entire preheating time. I surmise the replaced bottom element was still not working as the oven was behaving exactly the same as before the repair. On a call to Johnny, The response was quotation mark well then it is working. Indeed it was NOT working. A properly working oven should reach 500°F in a reasonable amount of time and not stop at 340°F. Johnny then responded that he would return but charge another $120 Service charge. He did return and charged in order to fix it properly. At that time he suggested I had made a mistake (after 30+ years of cooking and baking!!)In putting on the oven, The implication being either that I did not know what I was doing or I was being untruthful. As I said to him ,why would I need to call you back if the oven were working properly??
Conclusion: 1. The oven was not properly fixed the first time as not able to reach 500 Degrees Fahrenheit.
2. he did not return willingly to remedy the problem nor did he admit responsibility for the mistake.
3. he questioned my competence and honesty. I found this disrespectful And not at all consistent, in my experience ,with a repair service whose top priority is customer satisfaction.
4. He did not honour the stated three month warranty for the work, charging an additional $120 service charge regarding a repair that should have been done right and checked the first time and should not have required a further attendance.
5. I am disappointed in this service and do not recommend this company.
- Approximate cost of services:
- $795.00
- Company Response
I am shocked to see this kind of review because its obviously taking out your frustration instead of admitting the truth. Twisting facts and making false accusations is not something we take lightly. You called us and requested a visit to check your oven which wasnt heating up and we came out same day and did a full diagnosis and concluded a failed bake elment and we showed it to you as it was fried and broken to pieces and did in fact need replacement. We ordered the part and installed the genuine OEM part and tested the stove and it did heat up and go to 400 but you denied that for no obvious reason in your review. After 3 weeks, you called and said the oven doesnt heat up, we said we will come and fix it free of charge if the part installed failed or if it is anything to do with our work but if it turns out its a user error or a separate issue, we will charge another service call as this is our policy. We came the same day you called and checked the element we installed and it was working perfectly and we heated up the stove to 400F and it did go up to 400F. You said you were using an oven thermometer and it shows only 350 when its heated up to 500 which was not true as you were using a cheap thermometer. Your thermoneter was giving false reading and you made us come out for no reason so we did charge the service call. We did provide the correct repair and the oven worked as designed after replacing the part. We are disappointed to see customers implying we are charing more when its in fact a user error and we would definitely own up to our mistake if we did one. Unfortunately, you just were unhappy to pay another service charge because your oven thermometer failed you! We provide exceptional service to all our customers and all our reviews speak loudly of this as proof and more than willing to go the extra mile to fix something we did wrong.