Initially Just Appliance repair was great in coming out the same day to look at my freezer which was coated with ice and not defrosting. On the initial visit the technician, Darius, was focusing on the cost of the replacement parts (instead of defrosting the freezer) so I offered to get the hair dryer and defrost it to try and speed things up so he could diagnose it.
The freezer wasn't even fully defrosted before he left saying that the parts would be in in a couple of days and he would fix it then but I had to pay for the service visit fee now ($120) + the cost of all the replacement parts ($79.41) upfront a total of $199.41.
I continued to defrost the freezer and found out that the drain was clogged so the water couldn't escape out the hole which was part of the reason why it was building up and icing over in addition to the defroster being problematic. I called Darius to let him know about this but there was no reply. He also didn't come back when he said he would and after calling I found out that the parts did not arrive. It took an additional week til he returned which was a bummer because all of the food in the fridge went bad.
I told him again about the drain being clogged and he said it was probably just ice which didn't make any sense to me that ice would stay frozen in the drain for a week. We tried hot water and putting the hair dryer on the drain and nothing worked. He did replace the defroster sensor on the fridge which was a HUGE help (thank you) but without the drain in the freezer working now all the water goes into the fridge area below (I have a fridge with the freezer on top) and then leaks out onto the floor.
He said we should pay for the work then (an additional $162) and he would be back the next day (this was on Oct 27th) with a snake to unclog the drain so that the defrosted water could properly drain out into the defrost pan at the bottom of the fridge in the back. He left the freezer with exposed wires and a panel off saying he would be back tomorrow and we could just leave the fridge off until then. My folks were in town (my mom is a witness to all of this if needed) and we were having a big dinner the following day and all the food ($100 worth) was already purchased and there was NO WAY I was going to let food go to waste again by having the fridge unplugged. So I plugged it back in thinking that I would rather just clean up the water that leaks over then have to go buy coolers to put all the food into.
Long story short, that was over 2 weeks ago and Darius never returned.
I have called multiple times to check in and the manager is very nice each time saying that Darius is still "waiting on the part" and then he will be right out to fix everything.
Today, my boyfriend called the Just Appliance office and Darius called back aggressively to him asking "why are you harassing us?" insisting that he fixed our freezer and that the job is done. He also said that they "don't make a snake small enough to fix the drain" and so there was nothing he could do. He then hung up on him.
So we've spent $361.41 total and are left with a fridge that leaks water. We would like a full refund of the labor costs and my boyfriend is going to try to unclog the freezer drain on his own.
Honestly it's been quite a headache and really stressful so I am writing this review to hopefully make people aware of potential outcomes. I will gladly upgrade my review if the problem is resolved via refund.
After reading other reviews it sounds like I am not alone with this sort of experience working with Just Appliance. If you do chose to work with them make sure everything is put down IN WRITING and signed by Darius so that you can have proof of his word and what's expected.
RESPONSE FROM Just Appliance Repair:
We are sorry to read that you had a bad experience with us. Your initial call was for frost build up in your refrigerator, repeatedly occurring. You paid for your visit and parts and then the remainder of $162 for the labor performed for your parts installation. When you made the tech aware of the drainage issue, he attempted to resolve it for you, without additional charge to you. This drainage problem was a separate issue and unrelated to the defrost issue you contacted us to repair. The services requested to repair your defrost issues were rendered and completed, there will not be a refund given. As per our terms and conditions, parts, labor and diagnostics charges are non refundable. Thank you for the opportunity to respond to your feedback.
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