Avoid this company like the plague! On January 2nd I called Jenn-Air's 800 service number to arrange to replace a defective switch on a Jenn-Aire cooktop that we purchased in March, 2010. The service rep at Jenn-Air advised that they would arrange for a technician (from Doc's) to come to our home on January 4th between 8 am and Noon for a service charge of $69.95. No mention was made of additional charges for labor, over and above the service charge. We agreed to those arrangements. The following day we received a call from Doc's to confirm the appointment (if you can call a five hour window an appointment) and was advised that the service charge would be $89.95 --- twenty dollars more than we were originally quoted. When questioned as to why the new rate the person at your company said that "maybe Jenn-Aire didn't have their new rates". That seemed strange to me, but for $20 I wasn't going to argue about it. Again, there was no mention whatsoever of any additional charge over and above the service charge. Both my wife and I re-arranged our schedules to clear time between 8am and Noon on January 4th for Doc's tech to visit. At approximately 12:45 pm we received a call from Doc's stating that the technician was "running late". Given no alternative, we had to wait for him --- after further rearranging the afternoon, not knowing when he would arrive. The technician arrived at approximately 1:20 pm. He came into our house with his toolbox. He did not tell us his name. He did not remove his dirty boots. He seemed somewhat distraught, non-conversant and simply unfriendly. I sensed that possibly something had occurred at one of his previous stops. Clearly, something was not right. I showed him the cooktop and told him the switch was not working properly and demonstrated the defective switch. It was clear that the switch was broken by the way it failed to "click" into the HIGH position when turned away from the OFF position. The technician did nothing beyond confirm what I already told him was wrong. He did not disassemble the cooktop. There was no "analysis" done, and I was right there the entire time. He told us that these switches frequently become defective, and that we could probably expect the burner to become defective soon as well. He did not have a switch with him, and indicated that he would have to order one. He also indicated that the burner itself would probably go bad soon, so he would replace that part as well, since it was covered by warranty. I thought it somewhat strange that he would replace a burner that is not defective, but I figured he knew what he was talking about, so I concurred. He then spent a lengthy amount of time on his cell phone with someone either at your company or with the manufacturer. At the end of those several calls, he informed me that the switch was not covered by the warranty but the burner is. I asked him how long it would take and he did not know. He then started writing up an order or invoice. The switch was to cost approximately $115. He then added in a charge for labor to install the switch and the burner. The labor charge was in the area of $120 --- over and above the $89.95 service visit charge. My total charge would be approximately $335.00 --- to replace a switch on a cooktop that cost nearly $800 less than three years ago. I told him I was never informed of an additional labor charge, and he called his manager, Mr. Cooper, and handed the phone to me. I explained the situation to Mr. Cooper, and his response was similar to the tech's: He essentially called me a liar when I told him no one had ever mentioned an additional labor charge. By this time, the technician was becoming visibly upset and irritable. He proceeded to pack up his computer and tools (none of which he had used) and barged out the door. My wife followed him out (before he slammed our door in her face) and asked him what will happen next. I heard him tell her "We are done!" He got into his truck and sped away. After all this transpired --- and after I cooled down --- I did look online at some posted reviews of Doc's service. Here's what I found:
* Yellowpages.com: 12 reviews, 7 positive and 5 negative
* Citysearch.com: 22 reviews, 11 positive and 11 negative
That's a total of 34 reviews, 18 positive and 16 negative. 47% of Doc's customers gave NEGATIVE reports? Some examples of the comments associated with the negative reviews include: "Terrible", "God-awful", "rude", "didn't know what he was doing", "WOULD NOT SUGGEST THEM TO MY WORST ENEMY", "worst company I have ever dealt with", and many more. I think they are all correct! On Feb 5th I wrote Doc's a letter and asked for an apology. The only response I got was a threat of legal action! Again, avoid this company! If you do call them, you have about a 50% chance they will fix your problem. They take your money, they are rude, they don't perform, then when you complain they threaten you with a lawsuit. read more
