06/15/09

Very poor service, very rude customer service

by AtlantaReview2

On May, 14, 2009, J. Martin replaced a defective ice maker. As soon as the ice maker was replaced, water from the ice maker was running down the side of freezer instead of filling the ice trays. J. Martin's technician told me I needed a new water value. I review with the tech. and Mr. Martin that I felt the new problem was with ice maker installation, not with the water value. I was assured the installation was correct. After the water value was installed, the EXACT same problem existed. On June 15th, on the 3rd visit, Mr. Martin came to look at the ice maker. He immediately noted that the water tube was not lined up with the ice trays, and was causing the problems. He quickly made an adjustment to the tube, and stated this would solve the problem. Since the problem was not with the water value, but was the result of incorrectly installation, I requested a refund of the water value and the labor to install the water value. When I requested a refund for the parts and labor, Mr. Martin became extremely agitated, screaming that I was ripping him off because he had to make all of these trips out to my home. I mentioned that these trips were the result of problems his technicians created, and had nothing to do with me. He grabbed his bags, screaming as he headed out the door. While I always remained calm, and ignore his loud insults, as he walked out he slammed my front door. Due to J. Martin's incompetence in solving a very simple problem, it took them 32 days from the time they installed the new ice maker till (hopefully) they corrected the problem.

The cost to replace the ice maker was $334.39, which I agreed to pay. I paid $145.25 for the replacement of a water value that was not broken and did not need to be replaced. I am requesting to a full refund for the water value replacement for the reasons stated above. I swear that the information above is a true and accurate representation of the facts. I have filed a complaint with the B. B. B and will file a complaint in Small Claims Court.

• Pros: They take your money
• Cons: Incompetent technicians and Owner

05/31/09

GREAT SERVICE

by jmart48

J Martins has been in business for over a decade, making repairs on both in warranty and out of warranty appliances for more than seven different manufacturers! Continued education classes are attended 3 times a year for each manufacturer to keep abreast of the ever changing electronics required to operate the newest appliances.Only three bad reviews in a decade makes a great company with a great rating. J Martins provides nearly 50 service calls per day.Sometimes a repair takes longer than anticipated because there is no way to predict what is wrong nor how long it may take to track down a given issue where more than one thing could be at fault.Brand new appliances frequently have to have parts ordered directly form the factory they were manufactured in, requiring some delay to acquire.More common issue can usualy be taken care of quicker.Diagnosing over the phone, in advance of arriving at the customer's home, is risky and relies heavily on how the customer explains the problem. There simply isn't any way to carry every single part needed for every type of appliance for every possible manufacturer on one truck.That would require an 18 wheeler or two!

• Pros: Replaced 'rude' lady.Been in business over a decade.
• Cons: none, very knowledgable factory trained technicians

08/15/08

Terrible Customer service, still haven't fixed problem after 2 1/2 months!

by givingmyopinion

My ice maker on the refrigerator quite working, it was under warranty and J Martin happened to be the company assigned by the warranty company to fix the problem. First appointment was scheduled, they were late (after the assigned 9-1 time frame) he walked in, said he knew what was wrong and had to order a part "it would be in next week". 2 weeks later I am calling them to find out what's taking so long, rude lady answers the phone and states "it's not here yet" without ever looking in to it! 2 weeks???? Finally part came in...close to 3 weeks, late once again, had to keep calling to see when he'd be there, I had other appts that afternoon (they obviously think the world revolves around them, because there is no consideration or apology for being late every time). Finally shows up, puts the new part in and had to manually make the ice maker turn, but said it should be "ok" now....this was friday. By Monday, I still had to ice...called in and had another appt scheduled, this appt they never showed up for, but did call after 5pm and wanted to know what it was doing, had me give them the serial number and said they had to order a new icemaker...it would take a week. Today is August 14, 2008...my appointment was set for 8-12pm, at 1130 I called and "he's running behind" "there's 2 more people ahead of me". 2:30 PM called them again, I was told by the very rude lady who answered the phone, she didn't know, he was the only one that could tell me how much longer it would be and she could give me his number. When asked if she could call and let me know she stated "well I probably won't be able to get ahold of him, he probably won't answer his phone." Hello? And he'll answer for me? Then I was told my appt was 9-1...fine....you're still late!! When he finally called he stated my appt was 1-5pm! My ice maker should work now, but it's been 6 1/2 hours and still no ice? Don't waste your time with them, unless you have months to wait to get a fixed product. I'm still buying ice!

• Pros: Absolutely None
• Cons: Rude, Always Late, Very Drawn Out to fix problem...2 1/2 months now...still not fixed