Business ProfileforJarvis Appliances, Inc.

Never had such a disrespectful non listening service mgr visit to see the $3,000 self cleaning oven, which never cleaned right in the 1st place. I've had oven less than 2 yrs. He looked as if he was listening, but before he left, his next step was to narrate nothing that had to do w the problem. Plus gave me unsafe incorrect info. With this man as service mgr, Jarvis may as well close their doors !

We sent out my service manager yesterday and he said the unit is not defective. The self-cleaning cycle will never make the oven look brand new, it removes most stains, but not all. Certain products like oil, juices, marinades, tomato sauces and grease if not cleaned manually right away may cause discoloration in the oven interior and will not come clean even after a self-cleaning cycle. The use and care manual clearly states not to use aluminum foil or oven liners on the oven floor, oven cleaners or anything abrasive in the oven, but you have admitted to using all of them and by doing so the finish on the oven will not be as resilient to stains as it would be normally, but the integrity of the oven walls has not been compromised and the oven is safe to use all its functions. As a company we pride ourselves on service, proof of this is shown by Jarvis sending a service tech out free of charge to look at your oven, even though the appliance warranty expired over 11 months ago. The manufacturer wouldnt do that, but we did and yet you gave us a negative review online and threaten to call news stations. There is nothing wrong with your oven, as stated in the use and care guide that I have attached, it is clearly a user error, and the oven cannot be replaced. Sometimes people like to blame others for their mistakes and take no responsibility, this is one of those times.

On November 28 the customer lodged a complaint regarding the performance of her GE range, specifically that the self-cleaning function was not operating as desired.Despite her unit being out of warranty, we dispatched a technician the same day at no cost. The customer was immediately combative and hostile to ************** to the point he was made uncomfortable by her presence. During service, the technician determined that the customer had failed to follow the manufacturers instructions for the self-cleaning feature, specifically the unit should not be lined with aluminum foil under any circumstances. Furthermore, he determined from the customers testimony that she did not remove any excess soot from the oven cavity once self-cleaning was complete, again an action recommended by the manufacturer. Furthermore, she attempted to remove the aluminum foil using chemicals. These three actions, which constitute as abuse per manufacturer definition, resulted in her oven cavity not being able to be restored to original condition. However, the unit was completely functional and safe to operate. The technician explained this to her at the job site. No further service was recommended.The customer proceeded to give ********************** Appliance a one-star review based on the above interaction. In the review she slandered ************** stating he gave her unsafe advice for the operation of her range. We reached out to her via email restating the above. She then demanded that we replace her range at no charge, or she would contact the Better Business Bureau, leave more one-star reviews on social media, and go to the local news media. We responded to her again in email and on ****** repeating the above information and affirming we would not replace her range. Jarvis Appliances response to her issue was above and beyond.