Denver Pet Cemetery

As I stated when we spoke yesterday our Vice president was on Vacation when the original complaint came in and I answered it to the best of my ability with the information I had available to me at the timeWhenever our VP is involved it usually involves a charge back or some form of compensation requestIn this case I was wrong it was not a charge back it was a pending payout for "damage allowance" we still have not received the necessary paperwork to complete that offer.I also just spoke with Mr***'s attorney and explained that any additional service for an EX customer should be requested from the manufacturer direct as they warranty the merchandise NOT Orville's.Obviously we will never be able to meet Mr***'s needs.As for the "venting problem" the dryer is not secured to the floor so the likely scenario is that it has been pushed back against the venting creating the "kink" mentioned in the inspectors reportSimply moving the dryer forward should fix that

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards,
*** ***

we did beat the price of our competitor and of course our store manager would encourage all customer to do business with us
rather then our competition.we use an automated call out system that tracks the success of our out going calls, the call that was missed was documented as answered with no response presumably whoever answered the call didn't recognize the number and simply hung up.We will NOT be offering any further "compensation" for a missed appointment

What a waste of your time! The customer was referred to the extended warranty because all service request must be authorized by the extended warranty company's prior to scheduling any service.As far as the morning request we run service calls a day and DO NOT honor time request as it is not
possible to accomplish the amount of work we do in a day if we allowed time request'sThis is another reason for the customer to work with the extended warranty company as they use several service company that are much smaller and they may be able to honor time requests

Salesperson (Tan) spoke with customer yesterday to make her aware that her washer was scheduled to arrive to our warehouse tomorrow, Wednesday 2/14, and we will be delivering the appliances Thursday 2/15/Customer was satisfied with this timeframe

Not sure who on our end received the e-mail or discussed the rebate, but After a quick investigation The model purchased was NOT part of the rebate However I will mail Mr*** a $gift card as requested to resolve this situation

We apologize for the confusion with the dryer, that was a simple mistake with our warehouse staff. The microwave you cancelled because you didn't have an outlet available was credited to your credit card on the 11th. As for the range the notes on the delivery order indicate the
opening for the range was not the proper size. We will not be offering any additional compensation.Tell us why here

I guess I"m going to have to call Whirlpool, and ask them. This still doesn't explain, why a stove that isn't even yrs old, needs repair already. Their service call price is ridiculous, plus you have to pay more money for parts and labor, which by the time you pay for everything, its almost near the cost of a new one. The extended warranty is expensive too! Lesson learnedYou just can't win

Mr*** has disputed and lost the case with charging back his credit card, I guess he feels this is the best next stepThe inability to be home for any supportive service is ultimately the route of the problem We get into 200+ homes a day, obviously we manage with most of our
customersWe will not be offering any additional compensation and suggest Mr*** seek service through the respective manufacturer's

The case is closed, the restocking fee was made VERY clear before we picked up the rangeTell us why here

We do not sell appliances on a trial basisIf the unit is in need of repair we will proceed with repairsWe will contact the customer and offer a service appointment to check operation

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
As a final courtesy to Orville's, and as a final communication through this process; I offer the following thoughts; some of which have been communicated numerous times through this medium, my attorney, or myself through past verbal and written communications: (1) I purchased a brand new range and was delivered, and still possess, a damaged range; (2) My dryer is improperly vented; one expert advised that a "boot" should have been installed, today the LG approved repair technician who diagnosed my LG refrigerator confirmed the same and provided an estimate of approximately $to correct the faulty installation; (3) I never agreed to be an "EX" customer; that was decided unilaterally by Orville's as part of a damage allowance for the previously mentioned range in question; my attorney communicated our discomfort with becoming an ex-customer given that I maintain appliances still under warranty; (4) I was always available, at financial loss, for all scheduled service appointments; Orville's was ultimately unprepared due to lack of having the proper repair parts on the repair truck every time an appointment was scheduled; or, in at least one case, failed to honor a pre-arrange morning appointment; (5) I was guaranteed, on two occasions, by a supervisor named Gene, that if the problems were not fixed on the next scheduled appointment, he would refund me in full for the appliances in question and remove them from my home at no cost to me; (6) Said guarantee was defaulted upon and follow up communication from Orville's discontinued after multiple attempts by my attorney to continue to resolve the matterMy experience has been; which I doubt is an isolated case given that Orville's "...get[s] into 200+ homes a day...," that Orville's is either incapable of, incompetent in their ability to, or unwilling to effectively, efficiently, and accurately diagnose, manage, and resolve legitimate customer repair concerns in a reasonable and expedient mannerAll three of my concerns, to borrow a term from the medical field in purely allegorical reference; were the result of "iatrogenic injury." That is, caused either by the installers, or in the case of the range; the manufacturer, shipper, or some other responsible party in the chain of custody of the appliance at some point before or during installation in my homeIt is important to note that Orville's has been sending, and continues to send me a very disturbing message; which, again, I suspect generalizes beyond my caseThat message is; if a customer voices, and persistently attempts to rectify legitimate and documented concerns resulting from numerous mistakes, shortcomings, and lack of performance on the part of Orville's; to personnel either within their organization through proper channels of hierarchical responsibility, or external to their organization through various means available to the consumer; then Orville's unilaterally elects to sever association with that consumer and default on their contractual responsibility to service the goods they sold on behalf of the various manufacturers they representI reiterate my request that the most negative mark, rating, or evaluation in regard to this matter be maintained with the Revdex.com ("the agency")Whether or not the agency determines this case closed is no longer a concern to meI have no further desire to communicate the damages, losses, and wrongs committed against me by Orville's through this mediumThis is now a matter for the New York State Judicial System, the Consumer Complaints Division of the New York State Attorney General's Office; the respective manufacturers of the appliances involved, the media outlets; and whatever other agencies or organizations, not heretofore mentioned; which may be available to me and to other unwary current or future customers of Orville'sThank you Revdex.com for your attempts to help bring Orville's to a responsible and custom focused position in this matterDr*** ** ***

We would be happy to return to finish any additional clean up of the saw dust as well as remove the protective shrink plastic on the console of the wall oven (it is not heat tape). While out for that we can also look at the install of the wall oventhe appliance is installed in set in the cabinet as the cabinet was built. The wall oven has a mounting flange that gets secured to the cabinet style on each sideif the cabinet styles are not even the appearance will be offit is possible the oven is not pushed into the cabinet completely or the mounting screws were not completely secured on the flange. hopefully this was human error and we will be able to make corrections. We would still be willing to refund the installation fee's for both unit's and consider the case closed.please advise our office if an installation fee refund or return visit is preferredwe will process accordingly

It was ruining my clothes for a year ..... I'm up in...

years and I don't keep receipts of everything ....All I can tell you is that many of my clothes were ruined ... because I was washing in hot instead of cold..... never felt that it was put together wrong.   Clothes that were ruined were gotten rid of .... I think they would know that .... so how to prove .... only plain logic ..... and I'm sure they know that I would not have taken pictures or have receipts.... when I didn't realize it was the washer not me.... So I guess they win .... I,m too old to go to court with them or be able to come up with what they want .... So they made a terrible mistake and I will just have to accept .... If they want to do anything for me.  Thank you Revdex.com for trying to help ..... but I know you understand .....Sorry for taking up your time.

They owe me $500 settlement, due to me canceling my order to go with them at the store managers request. They promised me that they would beat the price quoted by [redacted].

We're  sorry that the detailed process wasn't explained at the time of the sale. The extended warranty companies require an authorization for service prior to any work.This can only be obtained by the end user. The warranty company then assigns the work according to the availability of the many...

service companies they have in there network. While it is true our own technicians have limited availability in the Rochester area we utilize the same service network as the extended warranty company's. currently the demand for service is extremely back logged.We apologize for the delay. any follow up can be made with the service company directly @ 1[redacted]

The product's are sold with 1 year full warranty for all functions. The fit and finish (cosmetic) warranty is 30 days. If the customer is in need of service for functional problems please advise to contact our office to schedule service.From what I can get out of the complaint it may just be that...

the consumer is simply just not happy with the appearance of the new merchandise. If that'S the case we obviously can not change the "look " of what the manufacturer produce's today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In the attachment, Figure 1, it is clear that the heat barrier material is exposed and I think most customers would agree that it does not look like a professional job. The heat barrier should not be visible following the installation. This is unacceptable.In the attachment, Figure 2, this picture better represents the misalignment of the wall oven. The right-hand side of the oven protrudes beyong the counter top and is not flush with the surrounding cabinet (on either side). Again, most customers would agree that this does not look like a professional installation. The wall oven should be installed flush with the cabinet on both sides and underneath the counter top. This installation is unacceptable.In the attached photos, Figure 3 and Figure 4, it is evident that the installers did not clean up the sawdust that was created by their cutting. Our complaint is not with the fact that the installers created a lot of sawdust; it is with the fact that they did not clean up afterwards. The store manager wrote that his installers surely created sawdust, "...that we seemingly cleaned up when we finished." The evidence is clear in our photos. The installers did not take care in cleaning up when they finished.The store manager has only seen two photos. The photos that his installers took before they left our home. The photos that we, the customer, have provided tell a different story. They support our claim that the installation is less than professional and should be corrected.To ensure that the story is told correctly, the customer, Mr and Mrs [redacted], did NOT cancel the appointment on Saturday, December 23rd. I called the local store at 3:30pm to talk with the Service Dept about rescheduling the appointment, but I was not able to because the Service Dept closes at 3:00pm on Saturdays. Therefore, it was impossible for the customer to cancel the appointment. The technician that was supposed to come and fix the issues between the hours of 12pm and 4pm did not even contact us until 4:34pm. By then, it was too late for him to get the work done at our house because we were no longer home. I specifically asked the Service Dept rep (on Friday) to schedule the technician early in the day because we knew we would not be home in the late afternoon. Had the technician called his Service Dept the moment that he knew his installations would be late throughout the afternoon, the Service Dept could have began calling customers to arrange for a new appointment or to accept a late arrival. No such communication was made and if it had, this aggravation could have been avoided. All in all, we do not feel that Orville's is built on customer service as their on-hold advertising boldly states. The moment a customer is not satisfied, they should become priority number one. That is true customer service. That is not what we were given. We would like our oven installed correctly. Leaving the shipping materials behind out in the customer's driveway is a whole other topic. Very unprofessional.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I called Orvilles, I was told I could NOT return the washer and dryer.  When I told the lady I was so irritated that I wanted to bring them back and leave them on their doorstep, she said I should read the fine print, and that returns were not allowed. Just as an update, BOTH are broken AGAIN! and I have with out their use for over a week as the parts to fix them are on back order!  The Dryer needs, AGAIN, new thermo _____ things, and the washer needs another new mother board ! Yes, I purchased the items at the ware house sale.  I was told that the reason they were so discounted is because they are ugly fire engine red!  "Red was not a big seller".  And yes, the dryer was a scratch on the top of the unit.  I did ask the salesman if there was anything wrong with the items and he said, just ugly.  For resolution, I would like to either 1) exchange them for the same items or 2) have a complete refund, not store credit so I may go else where to purchase new items.Bottom line, NO ONE who buys a new washer and dryer expects them to break constantly in the first 6 months, no matter who discounted the price!
Regards,
[redacted]