Denver Pet Cemetery

We will be offering replacement or refund for the price of the dishwasher

We have contacted the manufacturer and are working with Samsung and the customer to provide a permanent resolutionWe have spoken with the customer and given them contact info and claim numbers for the caseWe hope for a replacement settlement today

We will contact MsMoore today and schedule a replacement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The owner of the business offered a cash adjustment so I request one again he honor the verbal agreement
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Sorry does not resolve the fact that you sell appliances that are serviced out of Buffalo and your back up service in Rochester is complicated and places burden on the customerIf I had been told at time of purchase that repair services is out of Buffalo I would not have bought the productWhy am I on week without a running washer? It should take hours max to get a part overnight deliveried? This is unacceptable for any consumerService manager not available and had some underling call me back and told I had to call the Rochester company as Orville's is not responsibleSo Orvilles takes your money then leaves customers to solve the service issues and has no one that helps the customer or becomes involved in obtaining the part or taking to their subcontracted company about getting timely service?
Regards,
*** ***

We're sorry to here you are not completely satisfied with your experienceThe no charge service contract is processed through an independent insurance provider called new leafThey do not send out any "contracts" we will obtain a copy of it for your records and send it our as soon as we have
it in our office.We are not able to offer any further compensation at this time

Our legal department is working with the customer to process a full refund

After being called by the customer the service dept did indeed refer the customer to the manufacturer as they are the one who holds the warrantyWhen the customer called the store the salesperson went above and beyond by offering an exchange which Orvilles did not need to do as the manufactures
warranty states that a repair not an exchange is the proper procedureThe sales person also worked out a specific time for the customer for the exchangeThe customer then called to change the day due to their schedule and convience and Orvilles agreed to the rescheduleYes there was an issue with the robo call that went out that day and the wrong number was calledThe customers house is a few mins away from the warehouse so we were there early to do the exchangeWe have photos from each delivery that do not show any damage to the washer or dryerThe customer again called service about the washer not working and being damaged, our service dept called and left a message trying to schedule a service callOnce the service writer and the customer spoke the customer stated they were going through the manufacturer for the repair, so at that point we cancelled the service ticket at the customers requestAs the dealer we can not offer any compensation on behalf of the manufacturers defects, but if the customer is that unhappy with Orvilles we are willing to pick up the merchandise and give the customer a full refund

This unit has a complete replacement warranty that would afford the consumer a new unit should it FAILthe warranty does not cover "not happy with"If the unit is not functioning simply return it to the store for a replacementWe do not sell merchandise on a trial basis rather all merchandise is
sold with a full manufacture's warranty

our office will work on a replacement with whirlpoolThis should not be a problem if we can confirm all the service history the unit has had.we will contact our customer today with an update

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The "exchange" was only offered the day after we said that we were going to deal with the manufactureThis was after a week of outbound calls trying to get a resolution AND after we had asked the saleswoman to stop trying to assist us, as it was not her place to continually go "above and beyond." The line regarding a call from me as the customer to change the day is completely and utterly falseWe agreed to a delivery date of Friday, February 16thBoth Erica in the service department and Emily in sales ADMITTED that Emily was at fault for putting the wrong delivery date in the calendarAfter all of the issues we have had with this company we were willing to make any date and time work in order for our issues to be resolved. The photos that were taken were from the original installation of the appliancesThe deliverymen came out a second time to deliver the new pedestal for our appliance and had to unhook the washer from the linesAfter they left was when the dent was noticed, which was stated in my original complaintThere are also multiple records, including the original complaint, that explicitly state the washer was not used until the pedestal was replaced out of fear that we would be blamed for the damage. We reached out multiple times begging for a solutionIt's very ironic that now that we have gone directly through the manufacturer we are being told that compensation cannot be offered. I was also told outright by the woman in customer service that no refunds of any kind could or would be givenAlso ironic that this is now a viable solution, offered publically but not directly to us as consumers.Regards,
*** ***

The merchandise in question was in fact sold at our annual warehouse clearance sale at an extremely discounted priceall merchandise sold is clearly marked as scratch and dent,discontinued,closeout or in some case's "reconditioned". Fortunately these units were sold as closeout's which
means the product's come with a standard full year warranty for all function'sAt this sale we can give our customer's the option of return for store credit should the unit's prove to be problematic and or not repairable.The purchase price of the washer is $and the dryer is $If this refund/credit would be a preferred method for resolution we will be happy to honor that.Not sure where the request for $came from? our offer would be for the dollar amount spent per unit less tax,delivery

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I do not accept Orivilles responce If a store has a no return policy the sales person must tell customer of the stores when purshaseing

Even though TWO technicians inspected the unit and both documented NO problems found and attempted to offer routine customer education advise I will place a part order for the spin basket today, We will call when the part arrives and schedule a return visit.Tell us why here

When the dryer was sold it was purchased off of our floor at a floor model liquidation sale(better then 50% off) It is possible that the unit was used previously and therefore marked down.it was sold for $it has a FULL warranty for repairIf Mr*** still wish's to return the unit for
the full refund we would be happy to do so

While we regret any damage done at the residence, when our drivers left the water was off and not leakingIt is unfortunate that the customers home plumbing failed and caused water damage to their homeThe customer was aware that their new fridge did not have a water hook up to it and there was an
old waterline behind their new fridge

We are sorry for the delay, I spoke with the service company and they advised they made reasonable attempt's at getting in the home to repair the unitWhen the technician arrived no one answered the door for him to gain access and the phone calls they made were not answeredMissed
appointments are obviously disappointing for all partiesPlease direct any further inquires to *** * *** *** as they are the service providerTell us why here

Orville's DOE'S NOT purchase from *** ***! we have our order from whirlpool directly in our handsThe order for the range was delivered to our warehouse 11/24/just prior to delivery to the customer on 12/09/15The range was sold with a year warranty from Whirlpool it was old new in a
box to us and then to the end user.I'm sure the customer service rep had some inaccurate information.please see the attached receiving for our order with whirlpool

Revdex.com:The dryer I received is not in working conditionI asked for installation of both dryer and stove and did not receiveI have contacted Orvilles again.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com: I do not have a contract or warranty with outside service that Orville's Appliances usesIt is not my responsibility as a consumer to oversee their workAs a disabled person with vision impairment I expect some assistance from a business' healthy employees in obtaining servicesI have had to throw out perishable groceries which I can hardly afford to do on a fixed income
I have reviewed the response made by the business in reference to complaint ID 12402691, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Debra Omiatek