ComplaintsforJones Family Appliance Repair

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased American Home Shield policy. I scheduled an appointment to fix the microwave / oven unit. The microwave wasn't heating. ***** Family Appliances came out, allegedly fixed the microwave and broke the oven. Nunex HVAC Plus company came out for a second opinion and confirmed ***** Family Applicance wired it incorrectly causing the oven to break. The parts needed to fix the oven are no longer available. Thus need to replace the unit. This has been going on since 6/13/21. Have not been able to use oven since issue occured. Costing me money to eat out. Need full value of $3500 to replace unit. Desired Settlement: Replacement; Provide $3500 to replace microwave / oven unit

  Business response

  09/28/2021

  Business Response /* (1000, 11, 2021/09/15) */ We received this homeowners work order for her microwave not heating through her warranty company. We installed a magnetron which fixed the unit. There is no way to wire it incorrectly, a magnetron in a microwave has only 1 plug going to it, making it impossible to be wired wrong. After repairs were done on the microwave the homeowner complained of her over not heating properly. Our tech looked at the unit and noticed the door latch was bent/broken causing the door to not fully close which caused heat to escape. We submitted pictures of the latch to AHS and they came to the decision of denial. A second company came out to the home for the oven. In the statement above the homeowner is claiming that the second company stated the unit was wired incorrectly. Our company contacted the warranty company and asked for the diagnoses of the second company. The warranty company made us aware the second company out never claimed the unit was wired incorrectly, they were showing parts that were needed for repairs were no long available. If parts are no longer available to repair a unit, the warranty company covers cost to replace the unit, unless the unit was broken due to not normal wear and tear, in that case the warranty company will not cover replacement of a new unit. 95% of the work we do is through the warranty company. If this statement above from the homeowner was correct and accurate than the warranty company would have come after us with the replacement. However, when we called in they stated they were never told the unit was wired incorrectly, again, because it is not possible to be done. This is a false complaint and her oven not working has absolutely nothing with us replacing a part in her microwave.

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