JEM Appliance

Absolutely horrible, unorganized and useless company! I purchased my appliances from Lowe’s and this is the company that they use to repair their appliances, if you purchased the extended warranty.
First they do not have appointments available right away, I had to wait 3 – 5 days for an appointment. Then my refrigerator (side-​by-​side Frigidaire) was looked at. The «repair technician» named Chino, came and look and I could tell he had no idea what he was doing. After the first visit all he said was «we need to order parts». The next time he came back, he looked again and still could not give me a direct answer as to what was wrong with the fridge and freezer. I expressed my
unhappiness with the fact I was taking work off to stay at home during the week for these appointments and the problem was not being solved. The next appointment I called the office to request a different repair technician because of this issue, they said he was the only technician in the area and if I wanted to continue to have my appliance serviced he would be the technician to come. I scheduled the appointment in hopes it would be fixed, but soon after the appointment was scheduled I received a personal call from Chino who started yelling at me on the phone about how I complained about his service!!! How unprofessional!!! He came and still did not fix my fridge. After calling the office back AGAIN And explaining what happened they finally sent another technician, Jan. Jan figured out what was wrong the first time he came. Lowes then the reimbursed us for the fridge because it would be too expensive to fix it. I received a check for the total price we paid for that refrigerator.
*My second horrible experience with Jem appliance was soon after, when my dishwasher started acting up. I call to schedule appointment requesting Jan, he came and diagnosed the issue explaining parts would need to be ordered in order to fix it. He said the office will be calling me in a few days. After not hearing from them after 5 days, I called them today and nothing has been submitted or ordered for my service. I was told it would be another 3 to 7 business days. This company is so unprofessional, unorganized and does not fix your appliances! AVOID USING THIS COMPANY!!!

I AM AMAZED THIS COMPANY CONTINUES TO BE IN BUSINESS !
I am not speaking about the technicians, I’ve no problem with them.
I was told my parts would be in, in 7 – 10 days and the final repairs would be done at that time. One MONTH LATER I still do not have a dryer or am any closer to knowing when I should expect repairs to be completed.
Now they tell me the parts are on back order and it can take up to 90 days!!! WOW, TERRIBLE TERRIBLE TERRIBLE SERVICE. THREE MONTHS ARE YOU KIDDING ME ???
They are not even returning the warranty company’s calls! AVOID THIS COMPANY! I did not check Unilocal before hand as this is who the warranty company sent. If you continue to read their reviews you will see I am not the only one who feels that they are HORRIBLE, ABSOLUTELY HORRIBLE.
Now after wasting a month I’ve got to start over with another repair company my the warranty company is sending. I hope my warranty company CANCELS their contract with JEM APPLIANCE !
Only one star because you can’t post without a star rating and ZERO STARS in not a choice! Honestly I’d go — negative stars

This is by far the most difficult company I have possibly ever dealt with.
I have asked for a specific cost for replacing a Motor on a Washer/​Dryer Combo.
The company is «unable to give a cost» as they would need to diagsnose the unit.
I underline what I need and they refuse to quote obvioulsy because they woudl loose out on their $ 95.00 Service Call fee for the diagnostic appointment…
Found good service through TEKNITON another local repair shop which had the courtesy to at lease offer a price for their service/​parts up front.

Jem appliance was great! They treated me and my home with respect. My refridgerator was broken and it made a weird noise every few minutes. I called jem appliance and they advised me to take the food out as soon as possible because they said it will probably not get cold anymore. And later that night, they were right! The fridge wasn’t getting cold anymore. good thing they told me to put everything in a cooler before hand. They sent in a technician the next day to fix it and he was super polite and helpful! He knew what he was doing. He fixed my fridge within 45 mins. The price was reasonable considering they had to replace a part in it. I would call them again!

This place really helped me out when my Whirlpool washing machine broke on me. I called them and got a tech to come out the as soon as possible. There was a broken part inside my washing machine that I had them replace. They didn’t have the part my machine needed that day but they came back the next day with the correct part. They fixed it pretty quick, within an hour. The cost of my washing machine wasn’t bad for the repairs that they did. It was a lot of damage. I would also like to include that the dispatcher was great! She took care of me and knew exactly what I needed without hassle.

They came out to repair my fridge today, which seems to be working fine now. My complaint is regarding the manners of the repair guy. He asked to use the bathroom, which is fine. BUT I had to remind him to wash his hands, which he did poorly. My toddler is more thorough. And need I remind you he’s repairing my fridge! GROSS! As soon as he left, I cleaned everything that guy touched. The fridge better work now so I don’t have to call them back.

First I want to say that all parties involved in this process, Home Depot and Jem Appliance customer service and the technician himself, have been unfailingly polite. Even when I got upset and frustrated they remained calm and professional. The actual serive they provided, however…
This is regarding the repair of an LG electric dryer that I purchased in April of 2014 from Home Depot (btw DON’T buy this dryer — but that’s another story). Along with the washer/​dryer combination, I also thankfully purchased a 5 year warranty. The water sensor malfunctioned in November of last year and after a protracted period of repair technicians coming and going and not fixing it («there’s nothing wrong», ordering wrong parts etc) it was finally fixed (this was under the LG warranty, which lasted a year). Well, exactly a year later the sensor has malfunctioned again. Since the manufacturer’s warranty is no longer in effect I called Home Dept and they sent out a tech from Bay Appliance (there’s a different review for them) who said. «there’s nothing wrong» and left. I thought: «Well, here we go again». Next, Home Depot sent out Jem Appliance. By this time I’d been without a dryer for over 3 weeks (off and on because sometimes it would make it through a cycle without stopping and ordering me to empty the water tray, which had no water in it. Because sensor). I waited another two weeks before Jem finally sent a guy out The tech came out and poked around, finally telling me he had to order the part. Another two weeks (and two cancelled appointments) the tech returned to install the part, which he did quickly and left WITHOUT TESTING THE DRYER even though his paperwork said he had. After he left I attempted to use the dryer and it immediately stopped started beeping, this time ordering me to clean the filter. Okay… so I cleaned the lint filter and the other filter at the bottom (they were already clean) and started it up again. Same problem. Beeping — «clean filter’. I noticed that the dryer kept running while it beeped and flashed so I thought… well, maybe… and turned the beeper off and ran it anyway. No hot air. Now I had two problems instead of one. Clearly the tech had put the machine back together wrong, broken something, or who knows what. I called Jem the next morning and explained the situation and they told me that they would not send the tech back without a work order from Home Depot. Not wanting to go through that process again, I told them that since they had caused the problem they should send the guy right back to rectify it — in the interest of customer service. They refused. so I called Home Depot and made another appointment — 5 days from now — for the tech to come back. My dryer has been broken now for almost two months. It’s galling to think that if he’d just tested it he would have seen the problem right
, we’ll see what happens — I am extremely disappointed and frustrated with this long, drawn out comedy of errors (that is not yet over) that started with a dryer that malfunctioned after I’d owned it for all of 7 months. The sad thing is I don’t even use the dryer that much — I prefer to hang my laundry outside, so the dryer is only used when it rains, and it rarely rains here in sunny California (see my LG review).
Part 2
This morning Home Depot called to say that Jem has refused to come out again. Their reason is that I need a second opinion on the dryer. So, after making the situation worse in the repair attempt they are now denying responsibility. I will of course follow up with letters, e-​mails and telephone complaints to all interested parties. If there was a way to have zero stars on this review I would do that. I am amazed at their audacity and their lake of concern for a customer. It reminds mwe of the great Bart Simpson line after he’s done something horrible: «I didn’t do it». Well, yes you did Jem Appliance. You broke my dryer and are now giving me the ol’ middle finger.
I CANNOT EXPRESS THIS STRONGLY ENOUGH: STAY AWAY FROM JEM APPLIANCE.

To simply put it they are incompetent. Their business model relies on the $ 85 they charge to come to your house, check your appliance for 5 minutes, and tell you that they can’t fix it.
I called them in to fix the burned out selector switch for a Haier HWD1500. A repairmen came, looked at machine for 5 mins, and said that he will go back and order the part, and gave an estimate of $ 150 for total labor. A few days later I got a call from them saying that the part is out of production and they can’t fix the appliance.
So what I did was I went online to
, looked up the part, figured out that the part was out of production and actually there was a newer version (probably the old version had issues). So I ordered that part for $ 15, which came with an extra cable. And I soldered the broken cables myself and the machine is working fine now.
The bottom line is don’t call them until you are really sure that you can’t fix your machine on your own. And if it’s a major issue probably it’s better to get a new machine then calling in these people. Or simply find a repairmen who knows what he/​she is doing.

This is absolutely the worst company I have ever had to deal with. We bought our washer and dryer at Home Depot and we bought a warranty. Our washer stopped working and we called the warrant company Jem Appliances. They sent a representative from Jem Appliances to come service our machine on 8÷27÷15. It’s been almost 4 weeks weeks — I finally call Jem Appliances last week and the woman at the company (Reda) gives me the totally run around saying the parts are still not here and they will be here next week and once the parts come in she will contact me. Again a week goes by and no one contacts me. I call today and speak with Reda — again she tells me the parts are still not here. I ask to talk to her manager and she refuses to transfer me, refuses to give me the part number, refuses to tell me when the part will be here, practically refuses to help me. The worst customer service, very arrogant, extremely rude and then pretends she can’t hear me and actually hangs up on me. I called her back and told her I will sue the company and that they will be hearing from my lawyer. I called Home Depot and talked to the company and manager (Tiffany) — she stepped in to help. She called me back and said Jen Appliance does not want to work with us. They practically held us hostage for 4 weeks, didn’t get us the parts, didn’t help and now are refusing service. Are you serious!!! Thank god for Tiffany she is trying to get another company out to help. Do not work with Jem Appliances. This company is a totally scam.

Horrible service. They are incredibly difficult to schedule, ordered the wrong part and only realized when they tried to install it, didn’t apologize, never followed up, manager never called back despite multiple request. Unprofessional all the way. Stay away from these guys.

Incompetence, Arrogance and Unprofessional to say the least the review are true.
Skip these clowns unless you like a circus.
Called Samsung on Wednesday, Samsung Scheduled this appointment for the next Wednesday using this companies calendar. (That means they are committed to the work) I called on Tuesday to confirm my appointment. These Clowns, told me the next available appointment was another week out. WTH?
They said I should have called them to schedule it again. Really? Your Voicemail didn’t indicate that. In Addition, I did call and got some weird calling system that wouldn’t let me do anything.
I called Samsung they told me they scheduled this and they should be there.

Zero. Zero stars! DO NOT HIRE THIS COMPANY!!! I don’t know how this company is still open. Do NOT hire this company. They will waste your time and you will waste money (if out of pocket).
This company was authorized by our Home Depot extended warranty for our dishwasher. It took them 5 days to initially come out to check out our machine plus another 7 days to come back with the «needed» ordered part. Joselito R. was the technician that came out. What an incompetent and unprofessional rat this guy is. I don’t like calling people names, but as soon as this guy started «working» on my machine, he started assuming what the problem could be (a clamp here, the drain there, oh no, it must be the water fill sensor). He decided it was a sensor that needed replacing, so he ordered the part and came back a week later to install it. He «completed» the repair, said he was done and suggested I fill the dishwasher with dishes — during what was supposed to be a test run (part of his job) — as to not waste water during a drought. Big mistake. I should have made him stay until the end of a cycle because at the end, the dishwasher won’t turn off! It’s worse than when it started!!! Don’t even get me started on the receptionist! She wouldn’t schedule another appointment until 24 hours later because I «had to wait and see if the machine would dry from the inside and start working the next day». The Tech let water into the machine’s electrical wiring!!! He knew this and that’s why he left without waiting for one complete cycle! I know he knew because his apprentice later spoke with my husband and knew water had gotten into the machine. Jose, if your apprentice knows, YOU KNEW! (Good luck to you apprentice, hope you find a better teacher). Long story short, WORST CUSTOMER SERVICE AND REPAIR SERVICE EVER!!! DO NOT HIRE! I REPEAT, DO NOT HIRE!!! My dishwasher is still out of service! It’s been such a waste of time. All this company has produced is negative feelings and a lot more work for me in the kitchen.

My Speed Queen washing machine was not working properly. Since it was still under limited warranty, I contacted a Speed Queen authorized repair service shop. JEM Appliances was given to me by that authorized service shop since they do not service my area. A JEM technician came and checked out my machine. I received a call today with the cost of parts, labor, and shipping, which totalled over $ 900 (more than the cost of the machine!) I mentioned to them about the limited warranty, that motor and transmission kits were covered. They said no, that only parts of them are covered, not the whole motor nor the whole transmission kit. I later called Speed Queen headquarters in Wisconsin re my situation. Their (head) serviceman said that, under my warranty the complete motor and transmission kit are covered. The Wisconsin serviceman also said that, from what was diagnosed, the motor nor transmission do
not seem to be the problem. He recommended another Speed Queen repair service shop.

I give Zero star for this company. It’s going to be 3 months I still haven’t got my Frigidair washer fix. A lady name Rea called left voicemail stated my parts were arrived and to call schedule but when I called no one seemed to know what happened to the part. The lady (Rea) sound like she was on something. I swear she didn’t sound normal. lol she was talking super… super slow like she was in slow motion. As if she was high or buzzed lol I asked to speak to her manager name Mary. She stated Rea was out sick. she’s just returned back to work and she’s on many different types drugs maybe that’s why lol.
Overall really bad customer service. I don’t want to deal with them again.

Scheduling and customer service incompetence.
The second ice maker replacement in 11 months on a new Frigidaire fridge.
Call JEM who did the first replacement, but they cannot schedule unless an order comes from Lowe’s, despite their existing relationship with the in-​warranty fridge.
So I call Lowe’s and get through ½ hour of prompts and departments to make the appointment.
Stay home waiting for JEM on the appointment day. The appointment time passes, I call them. They had a wrong phone number and «If the tech can’t call and confirm the appointment on the day, the just don’t come».
So they rescheduled for 2 days later. I stay at home again waiting for them. The appointment time passes, I call them. «Lowe’s called and canceled your work order this morning.» «Why?» I ask. «I’m not sure», she replies. «But we can schedule you again in another 2 days».
I’ll be calling them each day leading up to and the morning of the appointment to make sure another bout of neglectful incompetence hasn’t struck the Lowe’s/JEM supply chain.
Just wow.

My fridge broke (Frigidaire, second one in three years, both broke within 15 months of buying, sigh). I called and berated Frigidaire and they finally agreed to cover the repair but said I couldn’t call my guy, I had to use JEM because they were the approved vendor. Well, my guy has a 5 star rating on Unilocal and JEM has a 2.5 rating, so right off the bat I was NOT happy about that.
Next, the girl on the phone was short with me, sounded like she couldn’t be bothered to deal with me and was quite unhelpful. She clearly didn’t want to be doing what she’s doing. Also, she said that the appt would not be until Monday. This was Wednesday. So, no salvaging my spoiled food. Had to throw out over $ 100 worth of food.
I called the day of the appt and got «sullen» girl again to ask if it was possible to narrow down when the repair guy might arrive in the 4 hour window (come on, don’t tell me they didn’t make up a schedule for the day?!). She rudely said no, tough, I’d have to reschedule if I couldn’t be there. I could only NOT be there for the last hour of the four hour window. Luckily I was able to have someone there to let him in, but «sullen“girl has ZERO customer service skills. She should have said, I am so sorry, the schedules change, I wish I could tell you… or, let me tell the scheduler that you have to leave, perhaps there is something they could do. Not just… NO. With no niceties. Just a blah lady. You should not be answering phones. AT all. She clearly did not give a hoot about my problems. I could just imaging her snapping her gum and filing her nails while rolling her eyes as she talked.
HOWEVER.
They get three stars for JAN, the repair person who showed up the next day, had to leave and do some other jobs and pick up more freon (um, wouldn’t you think a fridge repair person would carry a LOT of freon? Just sayin’.). Anyhoo, he came back at 5, and stayed late, until 7 to finish the job. The fridge appears to be working well, and Jan was pleasant enough and seemed to know what he was doing.
I can see why they get the low ratings though. Get that girl off the phone, most of these ratings are for her… what is she, the owner’s daughter or wife? Enough already, she’s hurting your business.

Five stars for the technician, Jan, who fixed my LG washer. He was on time, thorough, polite, and FIXED IT! The woman who schedules appointments, however, makes me never want to do business with Jem again. My extended warranty company insisted that I use this company and said that they would call me to schedule an appointment on a Friday, between 8 and noon. I took the day off to be home for the appointment. Thursday, the woman from Jem calls and says that was just a «tentative» appointment and she can’t schedule me until the next Tuesday. What? If she were at least nice about it I wouldn’t be upset. But, she was rude with an irritable tone to her voice. Not the type of person you want representing your business. Anyway, 5 stars minus 2 for the horrible scheduler. I won’t extend my warranty so I will never have to use them again.

I had JEM come out and repair my dryer in June of this year. My dryer quit working this month with the same problem. I called them to come out again and was told their repair was only covered for 90 days. I asked if I could talk to a manager and the woman said she was the one to authorize. I asked if maybe I could get a discount on the 360 dollar repair that I knew I was going to have. Maybe getting the part at their cost. She proceeded to tell me no. She said if the part was not working now then it was not probably the problem. So I argued then they probably didn’t fix it right the first time. We went round and round with her finally telling me she would have someone get back to me without taking my phone number down.
I would NEVER recommend using this company!!!

I set up this repair of my washing machine 8 days in advance. The repairman (Jan Oliva) arrived on the day, and called shortly before he arrived.
He was competent and courteous. He diagnosed and fixed the problem in short order, without needing replacement parts.

I had four visits from Jem Appliance, the first was a diagnosis and the three were service visits. There were different technicians at each visit. I put in 4 stars because although the technicians were all courteous, the first 2 technicians had a miscommunication in their paperwork which caused them not to have the right parts for the fridge, and therefore another visit and delay in waiting for a different part to repair my fridge. The visits and delays in waiting for the parts resulted in several weeks of not having a fridge. Thankfully it was fixed with the final repair!
It would be 5 stars if I had gotten the last technician, Lito, to do the repair the first time around. Lito is the service manager and he was beyond helpful and knowledgeable in fixing my 8 month old Frigidaire refrigerator. He went over all the repairs the prior technicians have done and pretty much dissected my refrigerator to solve the issue. Because of his diligence and knowledge, my refrigerator is now running perfectly!