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J&Y Appliance Company Complaint - Unethical Practices and Horrible Customer Service

Review by Anonymous on 2003-04-11
RESEDA, CALIFORNIA -- Our Home Warranty Company, First American Home Buyers Protection Corporation, sent THEIR contractor, Alex, (J&Y Appliance – 626-358-3537 at 80 Crestview Court, Duarte, CA) out to check our telephone wiring and he said it was the wiring and not the phone jacks, which is covered in the warranty. He did not mention that it was the phone company’s wiring and could therefore not replace it, but instead said that he would write up the report and send it to the insurance company for approval. Insurance said it was the phone company's responsibility. Phone company said they are only responsible for the outside wiring line to point of entry and since we have one line that works, it's not their wiring or property. I’ve called daily to get a copy of the contractor’s report. The contractor, Alex, won’t even call me back and I can't get a copy of the report he filed with the insurance company. The Insurance company refuses to give me a logical answer or a copy of the report as well (it’s against their policy to share reports with their clients).

The receptionist at J&Y, Brian, first stated that it was the insurance company that decides if it's wiring belonging to the phone company, because “how would Alex know”. Today, he said something totally different when I asked why the insurance company is stating that Alex wrote on the report that it's the phone company wiring and he could not fix it. I asked how he would be able to tell when the phone company is only taking responsibility for the line to point of entry and he replied that it probably looked like nothing he's ever fixed before. I then replied, he would have mentioned that at the house instead of stating it was the wiring and he would file a report for approval to do the work. I asked again for the report and he said I would need to contact the insurance company. I explained they don't have it, J&Y does and he hung up on me.

First American Home Buyers Protection Corporation’s warranty clearly states in writing that they cover Telephone Wiring, but not phone jacks or wiring which is the property of the phone company, but it's not the property of the phone company.

They’re running a scam, which J&Y is probably a part of - you pay into them for coverage and get nothing in return except a fee to have the contractor come out. They said they would send another of THEIR contractors to come out for yet another service fee - but how can we possibly trust the contractors they send? What a run-around!
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