MESA, ARIZONA -- I called Jenn-Air to schedule service on my dishwasher and to see if I could order new racks. A contact person said I qualified for extended warranty and quoted $309.95. She said it covered parts and service calls for a year. I asked if that covered rusted racks. "Yes", she replied without hesitation. I expressed amazement, and repeated the question. She reassured me that the racks were covered. I told her since the racks were covered I would take out the contract.
She said a copy of the contract would be emailed. I waited an hour for the contract to appear and called back. I was told it took 2-3 days to process. Before I received a copy, a service call was scheduled. During the service call I was told the rusted rack pieces had damaged the filter & also, a Jet-dry dispenser needed replacing. On the return visit with the parts, I was told the racks were not covered. I declined the work & parts which totaled now $600, the price of a new dishwasher.
I called to cancel the contract due to fraudulent claims. I was told I would have to submit a written letter, and it would take 4-6 weeks for my refund, even though my money had been immediately taken. This was my experience. Hopefully yours will be better.
BENTON HARBOR, MICHIGAN -- December 7, 2013 I received my $6000.00 order for appliances. I had also planned to purchase a built-in oven in January. I immediately filled out my rebate info, sales slip and invoice and sent it to the company. Shortly later, I called regarding the rebate status, and they said they never received them. I sent the copies to them, waited another week and called. The response was to fax the rebates to them, and I complied. The deadline was January 31, 2014, fire and ice promo.
I called AAA appliance in Jamaica Plain, Ma, where I had purchased the appliances and they sent a set of rebates forms for me hoping to resolve this issue. We went back and forth, one person at Jenn-Air stated they couldn't see what the problem was and my $700 rebate would be forthcoming. Needless to say, I have not received the rebate. It is close to June 1st, but rest assured the built-in oven sale is null and void. I am looking at GE Monogram! This company is in trouble and totally lacks integrity.
One of the motivations for purchasing over $20k worth of Jenn-Air appliances was a rebate to reimburse installation charges. I filled out the rebate form, provided proof of purchase, serial #s, and made absolutely sure I included the separate invoice for installation. I later received an automatically generated post card from Jenn-Air stating that my submission is invalid because it didn't include a receipt for installation charges.
I called them to straighten the situation out and the customer service agent literally just kept repeating over and over and over that I need to submit the receipt. To make matters worse, I have 2 weeks to get it to them (via mail) and have it processed prior to rebate deadline. During the 2 week time frame we have weather, Christmas and New Year's to deal with. What a scam. No wonder Jenn-Air has fallen out of favor in recent decades. Why run a marketing campaign to lure customers and then piss them off?
BENTON HARBOR, MICHIGAN -- Note: This is a follow-up comment. Removed the appended earlier comment.
After repeated phone calls to Jenn-Air (Whirlpool) Customer Service, and lack of success in achieving a reasonable offer, we contacted the Better Business Bureau in the locale of Whirlpool Corporate Headquarters. This complaint was then directed to "Executive Staff - Whirlpool Executive Office", where the representative had the additional leeway to give us a fair, pro-rated exchange under much more acceptable terms. Our old machine has been removed and a brand new one installed, and it is clear that some of the design faults have been remedied in the replacement model.
While I cannot say we were given a brand new machine for no cost, I believe we were treated fairly and with consideration. So my recommendation to anyone with a similar problem is to get your complaint escalated to Corporate Headquarters customer service team. If you have difficulty making this happen, log your complaint online with the BBB and do not give until you have been put in contact with them.
DELAWARE -- We purchased our current primary residence 5.5 years ago. The home had a JENN-AIR range/oven that had the grill/griddle cartridge. Not having a need for that configuration we replaced the unit with a new JENN-AIR flat top electric in 10/08. In the meantime we purchased a winter home in Florida. In doing the renovations we replaced all appliances and since a downdraft unit was not needed, opted to try a duel fuel range/oven (Kenmore).
We became so enamored with the gas range and its finite temperature control, we decided to replace our electric JENN-AIR (in our primary residence) with the only duel fuel unit we understood to be available through JENN-AIR. Of course, a consideration was the downdraft feature as the unit is installed in an island in the kitchen. We purchased the unit from Hawkins & Sons in Wilmington, De. on June 2, 2011, serial # **. It was installed 6/20. When talking with the salesperson at Hawkins I stated I had no interest in the grill feature of the duel fuel unit (we use our Weber outside all seasons).
He did mention the only duel fuel unit available through JENN-AIR was the one with the grill component. He did offer the unit that was gas, both range and oven, but suggested there was a learning curve in using the gas oven as temperature consistency was not one of the selling points of the oven (lack of convection technology). The convection feature in the electric we were familiar with and comfortable. He also offered that for an additional cost we could purchase a cartridge to take the place of the grill unit - which is what we did.
After the unit was installed we found 1) we had essentially no control over the flame in the cartridge that was installed and 2) had only limited control over the right side gas units. We quickly had one of their service technicians in our home trying to improve the control issue. While he did achieve a level (and somewhat acceptable) modification in the ability to regulate the simmer unit and front right heating unit, he had essentially no success with the controls in the left cartridge.
As a result we have a gas range were with 2 burners we have a degree of control and 2 we have only high and moderately high heat. Those units can be used to bring something to a boil or a high heat fry but that is the extent of their usefulness. The technician offered an opinion that the JENN-AIR range when utilizing natural gas seemed to have less of a problem than one using propane. There was no discussion with us when we were considering the purchase as this being a potential issue, and in fact paid extra to have a "conversion kit" to accommodate our propane use. To me JENN-AIR is in the same class as Wolf, Bosch and other high end units.
The fact we were relegated to a downdraft unit also directed us in our decision since the unit is installed in a granite island. I trust I have expressed my frustration with what we are dealing. I would never have questioned the JENN-AIR product and its ability to deliver the quality of performance we had come to enjoy from our earlier experiences. The unit as it currently is, does meet the standards we expected from JENN-AIR.
When we first realized the problem it was suggested by the technician I call your company to discuss the issue. The young lady in Customer Service with whom I spoke stated: "most people who buy the duel range unit do so because they are vegetarians and prefer grilling their vegetables in doors." Not a response I was expecting and I trust not the company position as well.
If the technician was correct in that this is an "expected" inconvenience of the duel range and the cartridge issue, especially for propane gas users, I would hope that JENN-AIR is addressing the issue through its competent technical advisors with a remedy forthcoming. If in fact this is an inherent deficiency with the unit, without a technical remedy, I would like to know what alternative you have to offer me. Thank you for your consideration of this request.
KATY, TEXAS -- This is the worst refrigerator ever! It is extremely noisy when making ice, as the water fills and as the ice drops to the bucket. We live in a 4000 SQFT home and this ice maker wakes people up in the middle of the night. When complained to Jenn-Air they say it's in normal operating range. Jenn-Air refuses to do anything about the product. We are stuck with it! Terrible customer service.
BENTON HARBOR, MI -- After 7 repair visits my 7 year old six thousand dollar machine was given the death sentence when the nice folks at Whirlpool informed us that they no longer made the part needed to fix. Read the online reviews of this company prior to investing a penny in anything they make, and they now have KitchenAid, Jenn Air, Amana, all of whom honest salespeople will tell you are junk. Had to buy a 10k Subzero just to honor my new blood oath never to give this outfit another penny.
BIRMINGHAM, ALABAMA -- Diswasher, Oven and Cooktop - All three failed within the first year. The cooktop with downdraft is so poorly designed that if used, smoke fills the room. The dishwasher buzzes when running and the microwave oven completely shut down.
When we remodeled our kitchen in June/July 2012 we chose to have all Jenn-Air appliances because we thought they were quality. Big mistake, I would never use them again or recommend them. We bought them through our local "Quality Maytag Dealer" and the company was OK, although there were delays in getting the range and refrigerator from Jenn-Air but that wasn't their fault. Eventually all four appliances (dishwasher, gas range, French door refrigerator and range hood/back splash) were finally installed. Then the problems started!!
Within a couple months our top of the line dishwasher started to leak big time! The local dealer replaced a "loose connection" but then it leaked even worse. So they replaced the "entire pump" (it seems there was some 'design flaw'). That fixed it for a couple months and then everything stopped working and they had to replace the "entire electronic unit"! So, less than a year after it was installed, we have a 're-built' unit that was out of service for more than 3 weeks and took 5 visits to repair.
Now the refrigerator is acting up. It started leaking water because the plastic tray that holds water when it defrosts was broken! It was replaced (after 2 visits) and then a persistent noise was occurring every time the compressor when which on that was tracked to another broken plastic part. We're now awaiting that part and of course another, 4th visit to install it.
We had to have them return to adjust the flame on the gas range, which by the way is the 4 burner with the "griddle" which is really bad and totally useless. Doesn't heat hot enough to really make it effective. An awful mistake on our part buying this particular model. The only appliance that is working well is the range hood which is very good. However, we're holding our breath for when it goes out. BOTTOM LINE, it appears Jenn-Air has been living off its reputation for some time and its kitchen appliances are definitely first rate, dependable and quality products. We would NEVER buy them again.