Judd & Black

See my Review of Judd & Black on this day: 09/05/2014 Judd & Black This would not even be funny on a sit-com. Seriously. DO NOT BELIEVE THEIR 24 / 48 hour turn around for service calls. It is, umm … not accurate at all. “FINE PRINT: Unless it is apparently not under warranty, then it might be 24 – 48 hours, pending weekends / holidays. So, now going on 4th weeks, yes, you read correct. My washer started to sound like an airplane prop in the spin cycle. Okay, so on – 3/18, I called in to Judd & Black to tell them I needed my washer machine looked at, in that it was sounding like an airplane prop in the spin cycle. So I was told: “Mr. Breen, a tech will call you next Tuesday to give you a 2 hour window as to when he will be out to see you.” So I get a call on 3/22, from a tech telling me, “Mr. Breen I know exactly what the problem is and I will be ordering the part today.” He also had to ask me to verify Make & Model Number, to insure the right part is ordered. Which I thought was strange, in that the Make & Model is on my invoice copy that I have. So I had to wonder why, he did not have it? But I verified the Make & Model for him. I was starting to reach my not so happy place, in that, I was feeling 9/2014, was happening all over again … and I made sure the day was freed to be HERE for the tech. So I had to hang up, because the 'comedy of errors' on 9/2014 were coming up and I knew I was going to .. well … say some things I might regret. So, not hearing anything for all that week or early the next, I went into a local Judd & Black and talked with a Manager, the following Thursday, (3/31/2016) explaining my frustration, that I was not even called back to see if I still wanted the part or their service? HINT: I talked w/a friend of mine that is a business owner and told him the story, (he owed me a venting session) and he said, “Jj, wow. If that happened in my company, heads would roll. They should have called you back. It's called CUSTOMER SERVICE, especially if a customer is NOT happy.” So the J & B Manager called the service department and told me, “ .. the part had just come in and they would have the tech out on Monday 4/4 to fix it.” The service department had apparently thought (wrongly) that I had been called and notified of this. I had to ask the question, yes I did: “What happens if they came out with the wrong part?” I was assured that would NOT be the case. Yes, you guessed it. . o O (sigh) They came out with THE WRONG PART! So I was told, “.. the right part would be ordered and they would be out on Friday, 4/8 with the right part. So my washer was in pieces and we had to wait until Friday – 4/8 to have our washer fixed. Or so we had thought…. They came out, and the tech was getting frustrated and I finally had to ask what was going on? The motor was not working. He was also frustrated because the Monday Tech, left it in pieces and he had to spend time trying to figure out what, why and such? . o O (sigh) So long story short of that, he, the tech, told me, “I'll be out Monday 4/11, to replace the motor and get your washer going.” So here it is, 4/11 (MONDAY) and I finally called to see when the tech would be out? . o O (sigh) “Mr. Breen we order the part today and as soon as it gets in, we will be out there. But easily, based on experience so far, and since I doubt they did 2nd day delivery. It will be another 4 – 5 or more days. Here is the “Inaccuracy” that I was told -vs- the truth: From the Store Manager and Now the Service Manager: “Mr. Breen, actually warranty repairs can take up to 7 – 10 Business days, because we have to fill out paper work and such.” Yes, you read correctly: 7 – 10 BUSINESS DAYS for warranty parts replacement. I suggested to him and her, “… please tell your sales staff to be honest and let us, the consumers, know this and not tell us the line: 24 – 48 hours.” Follow up: The Service Manager called me and I think / hope we worked it out? Time will be the teller of this tale. 1st – She told me I should not have gotten just a phone call on 3/22, that was against their protocol. He should have physically came out to my home. … He obviously did not. She was not happy about this. 2nd – She agreed that Sales needed to be upfront and honest about Warranty Repairs. It is / should be 24 – 48 hours to see a tech to confirm: Make – Model – and problem, to insure the right part(s) are ordered and then understand the longer time to get the warranty part in and scheduled. 3rd – The tech on Friday should NOT have told me he would be out on Monday. It would seem the company that handles their Warranty Repairs is looking at “cost analysis”, to see if they continue the line to “Fix It” - or give me a new Washer. Find out, either late today or sometime tomorrow 4/12/2016. They also might try and see if I can get a temporary loaner. Again, time will tell. A not so funny, “comedy of errors”. I feel her frustration, but it would seem, the “Right hand and the Left Hand” are not communicating very well and they have some no small issues to FIX. They apparently have Protocols in Place to avoid – exactly what has happened in the past few weeks. I think they need to take a serious look at their protocols being / not being followed. I hope they do.

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We had been doing internet research to replace our aging Whirlpool downdraft gas cooktop. We wanted to buy locally so we went to the Mt. Vernon Judd and Black, where sales representative Matt Beck was very helpful in explaining options that would work for our home. After a complete description of the product options we settled on the JennAir. Matt was professional, friendly, and knowledgeable about all the questions we had. The product arrived in a timely manner and the installation was well done. We are very satisfied with our cooktop and the service we received. When we are ready to replace our other aging appliances we will return to Judd and Black Mt. Vernon.

Went very well. Had all elements replaced as they were quite old.

It went wonderfully. The tech was prompt, friendly, made sure we weren't going to be paying for something that wasn't going to fix our fridge, and was willing to answer any questions we might have. It was a real pleasure to have our problem solved by MG (do not remember his name) from Lehmann's Appliance Service. We will be using them again in the future should we need another appliance repaired.

The two service calls they set up, everybody was on time. The people that came out did a great job. I'm just real happy. Lehmann's has been extremely responsive and very accommodating. They were here within five minutes of the time they said they were going to be here. Those guys couldn't have been nicer. They just bent over backwards. I would recommend them to anybody.

I like their availability and speed of service. They're expensive.

I got double charged initially on my credit card but they were quick to correct when I noticed it. They are selling appliances now as well. Having an appliance break down just before a trip is frustrating so I was stressed which put pressure on them. Have used this company over the years. Local and long history.

It went well, but it was expensive. It was a small, inexpensive part. It took less than ten minutes to repair. He was prompt and quick. He communicated well and called before he came.