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Jenn-Air - defective product and TERRIBLE customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BENTON HARBOR, MICHIGAN -- Do NOT by Jenn-Air products! I purchased a Jenn-Air Fridge Model JFFCC72EHL in April of this year. It arrived June 15th. On October 22nd, I came home from a trip to find the fridge had completely given out and all of my food was spoiled... The ice had melted all over my floor. That was just the beginning of my nightmare. It took a week to get a repair person out only to tell me they had to order parts (4 in total) and they would schedule me 2 weeks out.

I waited 2 weeks and the repair company came back out and took the fridge apart and replaced something, but he hoped the minor repair would take without him having to use all of the parts. It did not. The repair company re-allocated the parts so I had to wait for a backorder and was told 21 business days was the service level.

So of course the part is found 2 days before the 21 day period expires that would have put me on the list for an exchange. Now they schedule me an appointment 2 more weeks out from that date. The guy comes, takes the entire fridge apart again, damages my trim, wallpaper, floor, and the inside of the fridge to do this as well as I continue to find “extra parts” rolling around on the floor and in the shelves of the fridge. He leaves and tells me he thinks it's good. It's not. We are at 2 months with 3 visits and still no functioning fridge (mind you I've only had the thing for 6 months total at this point).

When I called customer service to report that it was still not fixed, the employee tells me she has to talk to the repair company to see if they marked it as working (so I guess my word as a paying customer isn't sufficient…). She calls me back and tells me she's submitted my request for approval to have an exchange and they will let me know if it gets approved. Two weeks prior to that, I was 2 days away from being approved for a replacement, but now I have to wait again and hope someone approves me???

So today I get a voicemail from a gentleman who has no sympathy at all. In fact his message makes it sounds like he has super exciting news for me - I've been authorized to get a replacement. And I should expect to hear something within 4-6 weeks and he hopes I have a great day. I have been without a fridge/freezer for 2 months, have had my life upended with appointments that have no flexibility and no specificity until the night before, reschedules, having my house torn up by the repairman, and now I have to wait at least 4-6 more weeks with no fridge and I'm supposed to have a great day?? They have no comprehension of what it's like to have no fridge.

And the fact that they think that it's just another Tuesday and no big deal that I have to live for another 4-6 weeks without a fridge (it actually took me 2.5 months to get this in the first place and we are going back through the same company, so I suspect this timeframe will slowly get longer too) is beyond infuriating. And not once has anyone offered me a loaner or to get a different model that's in stock. It's just "suck it up buttercup, even though you paid an arm and a leg for this product".

Don't spend the money on Jenn-Air. I wish I would have bough a basic fridge from a basic hardware store so I could feel better about being ignored and lacking a major critical appliance for an extended period of time. The products look fancy and that's it. Save your money and the headache. Even their own website has similar reviews to this one. It's bad.

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In Ability to Keep Temperature
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

ZIONSVILLE, COLORADO -- I have a new, as of Nov 2019, Jenn Air Oven and Microwave combo, Refrigerator (counter depth) and Dishwasher. After 6 weeks no failures so touch wood. However, these appliances are designed more for looks than performance. Let's start with the oven. First off, the oven temperature you see is not actual, it is what the software engineers have programmed. In fact, the instructions that come with the oven tell you NOT to place a temperature probe in the oven, obviously as they do not wish you to know the truth. If you do a rapid heat it shows the temperature going up in 5-degree increments starting from 100f, when it goes to 105f the oven is actual still at ambient which was 68f.

When the oven shows 250f it was actually at 150f and when it reached its displayed temperature of 300f after just 5 minutes it was 180f. It took over 30 minutes to reach true 300f, at which time it would continually cycle from 270F to 305f every 10 minutes. A $6 dollar chip and basic algorithms could keep this at +/- 5f. It seems to me the elements are underpowered, and the control is inadequate. I had better control with a wood stove and my cheap GE in my old home did great. Ergonomically it is atrocious the interface is cool looking along with the appliance, but the choice of cooking programs is very limited. I have a 7 years old Kitchen Aid in another home that has an excellent, if somewhat cryptic, interface with a wide set of choices.

For example, I can select in the microwave to re-heat a beverage associating size and how hot, in my GE I can even select between coffee and tea, there is no selection for a beverage in this unit at all. My older Kitchen aid and Cheap GE would reheat food based on steam heat detection, no such feature on this expense fake.

Bottom line is the interface is very limited, no excuse as Kitchen Aid is the same manufacturer and expected more not less moving up to the Jenn Air model. The oven also has a small tune it sounds as it turns on and off which it will randomly play at its leisure any time of day or night, shows that the oven has a narcissistic trait to it. There is nothing in the instruction referring to cooking or food times or how to use the interface, at least with any reference to cooking something, I guess this is secondary to aesthetics.

Dishwasher is quiet however sit back with several cups of coffee. Standard wash is 2hrs 35min, with the heated dry it is 3hrs 35min add in the sanitization try 4hrs and 35min. It still leaves a detergent film on the dishware even if you use all of these settings which I then need to manual rinse each time not to consume the chemicals.

Let's move on to the fridge. Not sure if this is only with the counter depth version but ergonomically again it is very poor, it looks great though, Billy Crystal would be pleased. The upper center shelf slides rearward to be able to place taller items, however this hides anything behind them, a section should slide from the left to the right allowing tall items to be pushed to the back. Even a carton of milk won't fit until you slide the shelf back!

All 3 drawers are designated as crispers, non are referred to as meat keepers in the instruction, the lower one above the freezer will freeze meat with the refrigerator set to 39f, above recommended. There is no designated butter keeper thus butter is as hard as nails. Nowhere in the instructions does it depict certain areas for specific foods, I am guessing as it has none.

We chose the European cooktop as it has the dials in the front not on the side which I prefer. I have 8 year old Kitchen Aid in another home this works well. This is quite short from front to back, although it is a 5 burner you can only fit three pots, maybe that's why 3 of the burners are exactly alike where only two are on the Kitchen Aid. The burners are just 7” apart, meaning two pots 7” in diameter will hit when centered on each burner, these are small pots let alone fry pans. There is a lot of countertop left in the front and rear. This may be the Euro style which has the brass surrounded burners, looks great but useless if you wish to do some serious cooking.

Overall, I would not recommend Jenn Air, the name and looks far out ways both its ergonomics and usefulness. In a day and age when there is so much power in computers and easy to use interfaces along with bread and butter design for function Jenn Air is falling well behind and going backward to other makes and models.

Unless the undertake a full make over of their appliances I would not touch them, there are better performers at much lower prices and much better performers at the same price. Bosch is my winner as I have had these in a home, they were outstanding in performance and darn good in ergonomics. Pay just a few pennies more for Bosch, you will be well pleased. You may note that nowhere on the Jenn Air website can you leave a rating, this tells a lot about a company that needs to protect itself.

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Appliiances
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LOS ANGELES -- Following a full kitchen remodel we were completely disappointed in our appliances. The dishwasher sucks. It turns on at odd times without any load. It takes several cycles to clean properly and only after the dishes are fully rinsed. We don't use it. The fridge freezes fresh vegetables in the vegetable drawer. the ovens are great but broke as soon as the warranty expired. The cost was over $1000. The stove top is trouble free but the burners are a pain to place and the housekeeper can't get it right. The exhaust fan is not strong enough and the light burned out in record time. We would never again use these products. The company service was horrible. We had Kitchenaid for years previously. These products must be made in a third world factory somewhere. Don't buy them.

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Stay Away From Jenn-Air
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COURTICE, OHIO -- In August 19, 2017 I purchased $24,000 dollars in Jenn-Air appliances, I bought a double wall oven, a 48 in built in wall fridge, a 36 in cook-top, a dishwasher, a range hood, a Whirlpool washer and Whirlpool dryer. Absolutely every single machine have been in need of repairs, ALL OF THEM! Overpriced cheap product, you are better off buying Samsung products at a much better quality and lower price... and better customer service!

Jenn-Air customer service is totally non-existent. They don't reply emails, they don't answer call and when you finally get through an customer service agent on the phone their attitude is terrible. They really don't want to talk to you and they make that clear over the phone.

My product came seriously defective, banged and dented on every side and every corner, but Jenn-Air Customer Service just want to keep sending the same technician over and over to "fix" and make the product(s) functional.
Now, after the 8th call to customer service they still want to send somebody to "fix" the dang product instead of getting it replaced.

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Worst Factory Service of Any
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SCOTTSDALE, ARIZONA -- Stainless door fell off the built-in microwave oven when we tried to re-glue insulation between inner & outer glass. The glass shattered!! Jenn-air could not replace the door. We found one elsewhere. When we tried to learn what the adhesive was, which jenn-air used, nobody at the factory could tell us what adhesive they used... We had to fumble with different silicone and assorted adhesives before we found one that worked.

No help whatsoever from jenn-air. They would not even send their own factory service company to inspect it for fear they would be liable for the cuts caused by the shattered glass. Worst appliance service we have ever experienced!!

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Jenn-Air Appliances All Three Broke Within 2 Years and Oven Caught Fire Against the Wall!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SMALL TOWN, NEW JERSEY -- After purchasing 3 Jenn-Air appliances, stove/oven; refrigerator and in-wall microwave, ALL had problems. I purchased these appliances because of the way they looked and because I thought that they were 'high end' appliances. I purchased them 3 years ago when remodeling my entire kitchen. WHAT A MISTAKE! It was a mistake that almost killed us.

1) The stove/oven caught fire to the cabinets and back wall. They believe the ignition system was delayed. However, had we not been at home and not been directly in the kitchen when this happened, most likely the entire house would have burned down and we'd all be dead! However, because we were in front of the stove, we were able to get out alive and call the fire department so the entire house didn't burn down. However, the kitchen fire caused extensive smoke damage throughout the house (requiring a complete gutting of my kitchen and renovation of the other 3 floors of the house due to water damage and smoke, etc. from the fire in the kitchen)

2) The French door refrigerator had a fault drain and had to be retro-fitted with a new drain. We had to go online to find this out, but only after the refrigerator leaked continuously all over the new tile floor. Plus, the large center drawer broke within the first 6 months, twice, requiring service calls to replace it twice.

3) The bulb on the microwave went out within 6 months and when I called customer service, they said that it has to be replaced by a service person and that would cost over $100. We figured that the food could cook in the dark so we never replaced the bulb.

Most importantly, the Stove/Oven fire could have burned down my entire house. Had we not been in front of it to see the flash of fire between the cabinet and the stove, and to see the dark tendrils of smoke curling out from behind this monstrosity, we would not have had sufficient time to call 911 and get out of the house. The house would have burned to the ground and then we'd all be dead. Perhaps that is how Jenn-Air prevents negative reviews online: Dead consumers can't write negative reviews.

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Can't Fix a Problem With Jenn-Air Built in Wall Oven.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BUCKHEAD, GEORGIA -- I have a $3500 Jenn-Air built in oven. The oven light comes on at night and heats the oven up to around 150 degrees. The appliance companies service department has been at my home no less than 6 times with Jenn-Air on the phone guiding them and they have replaced the motherboard twice and the control panel 2 times. The oven light continues to come on. Jenn-Air first told me to remove the light bulb. Then they told me to keep my circuit breaker off, then they offered me $300. All offers refused! Jenn-Air service reads from a script and tells me "their engineers say they should have a fix in about 2 weeks." They have said this every time I have called, which is about every 2 months for the past year.

Finally, Jenn-Air called my appliance company and said they had a fix and were sending the part. It was installed, yet a new control panel (3rd one). Two weeks later, oven light back on. My appliance company has been dealing with them and getting the same "fix ready in 2 weeks" line. They refuse to replace the oven because the current ones on the sale floor have the same problem! Oh, even though they have spent a year trying to fix the light bulb coming on whenever it wants, they don't know why and can't fix it, but they assure me that is not an "electrical issue that will result in harm or fire".

Funny how they can assume it is not a fire hazard when it's obvious a wiring/circuit issue that turns off/on by itself... The other issue they won't even address is that the temperature cycle on the oven varies by over 45 degrees. So when set on 400 degrees, the oven won't kick on to reheat until it gets to 355. Then it takes about 8 minutes to get back up to 400. Most ovens have a 15-20 degree cycle. When baking cookies...it's a big deal! So, don't buy any Jenn-Air built in ovens or you will have years of issues waiting for the fix. Jenn-Air customer service number 800-536-6247.

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Do Not Buy Jenn-Air Electric Wall Ovens!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BENTON HARBOR, MICHIGAN -- Do not buy Jenn-Air electric wall ovens! In 2014, we purchased a suite of Jenn-Air appliances, including the 30" electric wall oven model no. JJW2430WP02, which cost $2599. After just over two years of light use (1-2x per week), the electric control panel failed. When we called Whirlpool Factory Service, they told us it was out of warranty in an apparent attempt to dupe us into paying for the part, which costs over $1000.

After a month of calls and scheduling service visits, they still haven't fixed it. The first time, my wife stayed home from work and called 2.5 hours into the 4-hour window and was told the part hadn't arrived yet, so they weren't coming out that day. She re-scheduled for 9 days later when I could stay home from work. 3 hours in we contacted them and got no response. I called the 800 number and was told they ordered the wrong part the first time, then waited a week to re-order the part, so they had rescheduled to the next week WITHOUT TELLING US.

Then they told me the part was in and they were trying to expedite a service tech to arrive late that afternoon, but after another hour and a half, I called and was told that no, they didn't have the part, and they would be out the next week at a time of their choosing! They re-scheduled for the following Saturday, which means we'll be trapped in our house for another 4-hour window with no confidence that they'll actually show up.

Another appliance service company told us they see this failure in Jenn-Air wall ovens all the time, and a quick Google search bears this out. Jenn-Air ovens vent the heat and steam at the top of the door, directly into the control panel, which eventually cooks or corrodes and fails. Thus, we will be dealing with this over and over again for the life of the product.

DO NOT BUY JENN-AIR! The other service company said that Bosch wall ovens vent at the bottom of the door, so they don't have the same problem. Haven't verified, but be sure to do your homework before buying any high-end kitchen appliance. I suspect the same problem occurs with any Whirlpool product, whether under the Jenn-Air trademark, Whirlpool or KitchenAid.

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Worst Refrigerator/ Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BENTON HARBOR, MICHIGAN -- Sept. 2013 - remodeled kitchen and purchased Jenn-Air microwave, dishwasher, electric range and unfortunately refrigerator model #JSC24C8EAM spending $7400.00 on package. Approx. at 7 months ice maker stopped, service tech came out and replaced broken water line. Between then and now they have replaced 9 different parts - water line, main control board, 2 sets of ice level control board, ice maker, user control and display board and now it needs 2 air evaporators, and compressor. Lost all of our food and now a week without a refrigerator. I purchased a extended warranty thank god, but at this point it be any clearer it's a lemon.

Of course the extended warranty company want to keep making repairs, however I contacted Jenn-Air explaining I did not want the repairs done. I want a new unit. Spoke with Alice. She said that's not possible because it is repairable. The air evaporators and compressor have ten-year warranty and my refrigerator is less than 3 years old. I ask Alice how many repairs does she think is acceptable on a less than 3-year-old unit? She tells me until it is unrepairable and offers me a $250.00 gift card I decline.

Next day call back and talk to Tammy. She listens to my story, calls the repair company that did all my service calls, verifies all of the parts that were replaced, she talks with a supervisor and tells me they will swap out my unit but I would have to pay $1369.00 because I used my refrigerator for 3 years. HELLO of course I used it but with all the problems. I declined again and asked why Jenn-Air does not stand behind their name, she tells me they are by offering a swap!

Today I call corporate headquarters. They offer to replace for $900.00. Why should I be liable for any amount? You sold me a lemon! The repairs cost more than the refrigerator. Again I hear I used it for 3 years. This is something so unbelievable that I will not stop until I get satisfaction. Tomorrow I will call my local news station where they help consumers that are being wronged. Stay Tuned.

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Takes so long to heat up and loud!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- We've used Jenn-Air appliances in the past and we were very happy. However we replaced our down draft stove recently and not very happy. The materials that they used looks cheap. The stainless steel looks like aluminum. The burner insert gets stained very easily. The stove takes so long to heat up so it takes longer to cook and when it finally heats up the heat is not consistent. The burner turns off and on which gives an inconsistent heat level. I cannot even cook a decent pancake. The downdraft is so loud and irritating to the ears.

Within the same week, I called Pacific Sales about the issues and they referred me to Jenn-Air. I called Jenn-Air and I was told to call Pacific Sales. After many phones calls to both companies nothing was resolved. I do not recommend Jenn-Air. The company customer service is not professional and their warranty is not good. It is very expensive product to have all these issues.

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Jenn-Air Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 48 ratings and
80 reviews & complaints.
Contact Information:
Jenn-Air
553 Benson Road
Benton Harbor, MI 49022-2692
1-800-JENN-AIR (536- (ph)
www.jennair.com
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