J&B Appliance

WOW....just wow....been trying to get a dishwasher fixed for a bit now ... they either call me saying at there tech called out sick or had a family emergency ... 3 times in less than 2 weeks .:: ok not a problem.... until I was called and scheduled for a appointment from 3-5 pm ... ok.. sure.. got off work early .. waited for 2 hours called .. J and B at 3:45 pm ... asked if the tech was still coming .. I was reassured they were ... come 6:30 he never showed up and they never called to cancel ... the worst company I've had the pleasure of dealing with in Tucson... If your not stuck using them for the home warranty go ANYWHERE ELSE... the customer service it not here .. doubt it ever will be...

After submitting a service request with American Home Shield to repair our washing machine, J & B appliance contacted me in a timely manner to set up a service call on my day off between the hours of 12:30 and 2:30 and I should expect a call when the tech is about 30 minutes out, great. On the day of service at 2:38 PM I called J & B Appliance to get an update or ETA on the service tech. I was told by April that the tech was not answering his phone and she would contact him and call me back with an update. At 3:13 PM, apparently it takes over 30 minutes to get an update at J & B Appliance, April told me that it would be another hour to hour and a half for the tech to show up. That would have put the tech at our house around 5:00 PM for an original showtime of 12:30 – 2:30 PM. This was not acceptable, and we requested that we reschedule for the following day. April gave us another two-hour window between 2:00 and 4:00 PM the next day and we should get a call when the tech is about 30 minutes out. On the second scheduled service day (today), I contacted April at J & B Appliance about 30 minutes before the end of our two-hour window at 3:22 PM since I did not receive a call telling me the service tech was heading to my location. April told me that the tech should be at my home in about an hour, which would have been about 4:30 PM, ok not great, but tolerable. At 4:22 I contacted April at J & B Appliance yet again to get an update and April reported that she would contact the service tech and call me back with an update. I also explained to April that this was two consecutive days that they had jerked us around and basically wasted two afternoons waiting for scheduled service that never showed and I told April that you would think after the first day’s fiasco they would have tried to make things better by showing up as scheduled for the next service window. At 4:48 PM, I received a call from the service tech who told me he was about an hour out and across town on a Friday afternoon at quitting time. With that new update, that would have put the tech at our house about 6:00 PM or so for a 2:00 – 4:00 PM service window, two hours late at a minimum. Lord knows how long it would have taken to fix the washing machine once he did arrive. At 4:49 I contacted April and reported what the service tech told me, and all April could say is sometimes service calls take longer. I asked why couldn’t the techs call and provide updates? April reported that is what they SHOULD do but they do not, great; apparently service techs can spend as much time on a job as they like and never update the office. All April could say was “Sorry” and lots of silence on the other end of the phone. I asked to speak to a manager and April reported that she was out and would return tomorrow (a Saturday) at 8:30 AM. I said great, I expect a call at 8:30 AM from the manager and gave my number once again. I understand that American Home Shield is the go-between and the consumer does not have any say so in who is the service provider, but if J & B Appliance is your service provider, be advised that customer satisfaction does NOT appear to be a priority, nor do they value a customer’s time. I would and will NOT recommend J & B Appliance for any service related issues and recommend folks needing service to seek assistance anywhere but J & B Appliance.