Dick Van Dyke Appliance World

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Mrs***Dick Van Dyke Incresponds as follows: On December 23, Mrs [redacted] called in stating that they have had issues with their washer purchased on June 13, I explained to Mrs [redacted] that we would have to go through with the repairs because Dick Van Dyke Inc.'s warranty states on line that Dick Van Dyke Incwill replace the covered appliance upon customer request if four different mechanical failures occur within any 12-month period in the first five yearsMrs [redacted] wanted to know what that meant, I explained to her that our technicians must fix four separate mechanical failures, and at this point we were still fixing the first mechanical issueOnce our technicians came to Mrs***'s house to complete the repair they found more underlying problems then the initial visitThey informed Mrs [redacted] that they would need to order more parts in order to fix the unit properlyThe technician also recommended that it be brought to the shop because the space in Mrs***'s house was very limited which makes it difficult to complete the repair as neededWhen our parts department contacted GE to get all the parts that are needed GE sent back to us that one of the parts was discontinued and that another part was on backorder with no ETAOnce I received this information I implemented line on Dick Van Dyke Inc.'s warranty certificateLine states that if the appliance cannot be repaired according to the manufacture due to unavailability of parts, the prorated value of the appliance over a 5-year period will be deducted from the retail price of a replacement appliance if purchased from Appliance WorldI offered Mrs [redacted] the pro rate amount of toward the purchase of a new applianceMrs [redacted] then called back stating that she was able to get all of the parts from GE and that they would be sending them directly to their home for the technician to repair their washerWe then picked up the appliance from Mrs [redacted] and brought it to our shop for the technician to work onWhen the technician went to work on the unit he informed me that not all the parts were there to complete the repairAt that point I then contacted Mrs [redacted] to let her know that we needed to order a few more parts and as soon as her unit was fixed we would bring it back to herOn January 26, Dick Van Dyke Incbrought Mrs***'s washer back to her in complete working order as stated by the technician who fixed the unit I am sorry that Mrs [redacted] feels that the warranty she received was not what she thought it wasThe repair that was done on Mrs***'s washer would have costed her over Mrs [redacted] was only responsible for the delivery and mileage charge to bring her washer to the shop and back to herWe do hope that Mrs [redacted] understands that we exhausted all options for her to get this unit fixed for her Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statements in her response are mostly inaccurateHowever, I have spoken with Mr [redacted] the Vice President of the company and he has made rightThank you Mr [redacted] Final Consumer Response / [redacted] (2000, 8, 2016/02/03) */

Initial Business Response / [redacted] (1000, 5, 2016/03/31) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Mr [redacted] Dick Van Dyke Incresponds as follows: On December 1, one of our certified technicians went out to Mr [redacted] 's residence to look at his LG washer/ dryer combinationThe technician found that it needed a new main boardThe technician ordered the board and came back out on December 8, to put that part onThen, on February 25, Mr [redacted] called in again stating that he was having the same issues as beforeOne of the service representatives set up the service call and explained to Mr [redacted] that if the technician does not find a mechanical failure or a manufacture defect Mr [redacted] would be charged the service call feeWhen the technician was out there he looked over every inch of the washer/ dryer combination, as well as, called the manufacture to ask for their adviceThe manufacture and the technician both determined that the machine was working the way that it should beWhile looking into this machine farther, I read in the owner's manual that these combination machines have specifications that must be followed in order to have optimal drying success I do apologize that Mr [redacted] feels as though we have not handled the situation in the correct mannerThe policy of LG and Dick Van Dyke Incis if there is no mechanical or manufacture defect found the customer will be charged the service call fee Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was NOT informed before the technician came out that I would be charged if their technician was so incompetent he could not find the problem This is a 2000USD unit, still under warranty, which does not, and has never workedAfter the "dry" cycle, clothes have to be hung for days to dryThat may fit Dick van Dyke's definition of a "working" dryer but it does not fit any reasonable person's definitionI advise everyone to stay as far from these con artists as possibleYou're just as well off (probably better off) buying from "big-box" stores Final Consumer Response / [redacted] (3000, 13, 2016/04/06) */ I have since contacted LG directlyLG informs me Dick van Dyke is NOT an authorized service center, which means the technician was not qualified to work on the appliance In addition, after reviewing the warranty on the applianceI cannot see where a service fee will be charged to me if the technician cannot properly find and correct the problemIt DOES give LG the option of taking it to their service center and/or replacing the unitIt does not give the option of charging me a fee and not repairing the problem Both of these are serious misrepresentations on the part of Dick van Dyke

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ I've reviewed the information sent to Dick Van Dyke Incregarding Mr [redacted] Dick Van Dyke Incresponds as follows: We understand that this repair has been frustrating and time consuming for Mr [redacted] We have been working with the manufacture to receive the parts that are needed to fix Mr [redacted] 's refrigeratorAfter parts delivery being pushed back from the distributor, We informed Mr [redacted] that the part would be in on October 5, Once we receive that part on the 5th we will complete the repairWe also explained to Mr [redacted] if the part does not come in on the 5th we would provide him with a brand new refrigerator We are sorry that this has taken the time it hasWe want to make sure that Mr [redacted] 's refrigerator is completely fixed before sending it back to his homeWe would also like to offer Mr [redacted] the maximum amount allotted for food loss of $ Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a frustrating wait, I have to say that [redacted] and the Dick Van Dyke Company have come throughThey are replacing my refrigerator this weekI am now completely satisfied

I am rejecting this response because: I logged a complaint with the manufacturer General Electric It seems to me that the manufacturer is more willing to work with us in getting the parts at a discount than the company who sold us the washer with a 5-year extended warranty The business owner's response seems to imply that GE was not willing to help, that the machine was abused It seems odd to me that when I contacted GE, they are willing to cut costs for the parts (see below) DVD's approach is not to keep customers loyal Rather, due to the complexity of the repair, DVD decided to void the warranty and not accept any responsibility or even offer credit toward the purchase of a new unit through them I have attached GE's offer Response By Email (Jerry) (06/22/08:AM) Hello, David! I'm sure that you must be disappointed to find your washer having the same problem it had nearly years agoMy name is Jerry and I am a GE Appliances Consumer Relations representativeI am happy to assist Parts replaced during the factory warranty period are covered for the balance of that factory warrantyParts ordered and installed by a GE Appliances Service technician are covered by a 5-year parts-only warranty (i.eGE Appliances Service will provide the parts for free if they are hired to replace them during the years) Did a technician from Dick Van Dyke examine the machine? Did you receive an estimate for repair? If so please send me a copy of the estimate Your washer's factory warranty has expired, but I might offer to sell you parts at a discount to help make your washer's repair a better option Please let me know if there is anything that I can do for you Thank you for contacting GE Appliances! Sincerely, Jerry GE Appliances Consumer Relations ext Please include your case number in the subject line to ensure proper delivery

Initial Business Response / [redacted] (1000, 5, 2016/05/24) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Mr [redacted] Dick Van Dyke Incresponds as follows: On January 27, Mr [redacted] called in wanting to speak with a manger regarding his service callHe informed me of the problems that he had with the technician that came to his homeAfter considering all the information I had, I refunded him the service call fee that he paidI explained to Mr [redacted] that part of the reason his unit was not working, is because he does not regularly run cleaner through the dishwasher and this would need to be doneMr [redacted] called back in and set up a service call for our technician to come out to his home to diagnose the dishwasher againWhen our certified technician arrived at the home he discovered the same issue as the previous service callThe dishwasher pump needed to be cleaned out as there was a lot of debris in the pumpWhen I spoke with Mrand Mrs [redacted] about this service call I informed them that I was unable to refund or waive the labor on this particular service callI explained to them that this is regular use and care of the unit and should be done on a regular basisI also referred them back to the original conversation I had with them in January regarding this dishwasher not being cleaned properly, therefore, causing the issues it was havingIn March of Mr [redacted] called back into Dick Van Dyke Incto set another service callAnother certified technician went out to Mr [redacted] 's home and found that a fuse had blown and the technician fixed the issueWhen I spoke to Mrs [redacted] I explained to her that I could not waive the labor from the previous service call because we warranty our service calls for days, and at this point we are well over the day warranty I apologize for all of the inconvenience that was caused to Mrs [redacted] At this time, I am unable to waive the labor for cleaning out Mr [redacted] 's dishwasher that was performed by our certified technicianIf there are any other issues or concerns regarding this I am more than willing to look into that for Mr [redacted] Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response shows that the 1st techs and Amanda are incompetent at their job and that the customer pays for their incompetencyThis is illegal and fraudulentCharging me for services that didn't even fix the problem! It was an issue with the dishwasher, not at all our "dirty dishwasher." As a matter of fact, we take very good care of our dishwasher since we spent roughly around $11,dollars on appliances to remodel our home The first technician came out and said our dishwasher was not drying due to residue and to clean with dishwasher magicHe said he would charge me a service feeI didn't like this answer because I knew residue was NOT the reason our dishwasher was not drying so I asked him to look at our dryer because it has been having issues also to maybe waive that service fsaid that that was fair and looked at the dryer and told me since the dryer has a burnt wire he would waive this fee and get a new motherboard for itHe then made his way back upstairs to find me and informed me he could not waive the fee and changed his mindI did not accept that response and he got a bit nervous, but I wasn't going to fight all day so I just signed it and let him leaveI then called Amanda to get this waived because I should have not been charged this fee to begin with! Amanda keeps saying she did me a favor and waived the fee when in reality I shouldn't have got charged the fee to begin with because he looked at the faulty dryer! We took his advice though and cleaned it out TWICE on full cycles and it did not clean the tiny bit of residue at allThen we used a different brand, it helped clean all residueThe tiny bit that was actually in our dishwasher After this, the dishwasher STILL did not drySo, let's assume the "residue" was the reason of it not drying-shouldn't it have fixed the problem? If it fixed the problem, I would have no reason not to pay the amount, but it did not fix the problem so we called a 2nd technician out The 2nd technician couldn't believe that dishwasher magic didn't fix the problemHe then concluded that the filter was clogged so he cleaned the filter out, had our babysitter sign the paper and off he wentAbsolutely no phone call asking to perform this serviceI never gave him permission to let our babysitter sign the paperOur babysitter would have no idea what she would be signingWe specifically told him to call us when he comes across the problemAfter he left and we read on the paper it was due to a clogged filter, I still didn't think that was the problemI didn't even believe him because why would our filter be clogged when we take very good care of it and it hasn't had an issue for roughly around yearsAlso, the 1st technician actually said the filter was NOT clogged! How did it become clogged from the 1st technician to the 2nd one?!?! So let's assume the dishwasher was not drying due to a clogged filter and that he was right in his diagnoses-wouldn't it start drying again since he said he cleaned it out and everything should be good to go? NopeIt still didn't fix the problem! I still am being charged for him cleaning the filter when IT DIDN'T FIX THE PROBLEMWhich is illegal! I am even being charged for a $billing fee because they had to bill me! They never told me it would be $to bill me! I called Amanda and told her our dishwasher STILL isn't fixed even with technicians that came outShe then informed me to hold off on the bill(the one for the 2nd technician) and she will send a 3rd technician out, a more specialized technician, to look at it a 3rd time because it STILL was not working and that we will re visit the bill on his diagnoses The 3rd technician came out and said clearly that the 1st technicians had diagnosed wrongly and that it was a VALVE THAT POPPED INSIDE THE MACHINE AND THAT IT WOULD HAVE NEVER BEEN RESIDUE OR A CLOGGED FILTER! He literally took maybe min to diagnose this problem and NOW OUR DISHWASHER IS FIXED!!!!! YAY!!! Finally, after wrong diagnoses, our dishwasher is fixed! Not because of any of our wrong doing, but because of a valve that popped! We should have never got charged period because it was the valve inside the dishwasher! Her argument is the residue and the clogged filter(which is a bunch of bologna) caused the valve to pop! If that was the case than why didn't the 1st technicians check this valve?!?!?!?!?! Also, we have been dealing with this since January and NEVER got told that there was a day warranty period for service work! Overall, this day nonsense is absolutely insane and not even applicable for our situation I request to talk to the Vice President, [redacted] to tell him what actually happened and to get my bill cleared This has taken so much of my time up, that I should pay the bill just to never do business with [redacted] Van [redacted] againIf a customer is taking so much of their time up and pushing so [redacted] something, good customer service would just to be to waive the fee and make the customer happy! As a business owner myself, I would NEVER treat a customer like this over $75! Refusing to make the customer happy and refusing to be truthful in your response is unbelievable and there should be a performance job evaluation for Amanda Thank you for your time Final Business Response / [redacted] (4000, 9, 2016/05/27) */ I've reviewed the following information sent to [redacted] Van [redacted] IncRegarding Mr [redacted] [redacted] Van [redacted] Incresponds as follows: After receiving this rebuttal I decided to talk with a manufacture representative about this unique situationI asked him if the unit needed to be cleaned would it affect the drying capabilities of the unitHe stated that sometimes that is the caseBased on what he stated I made the decision to reverse the charges that Mr [redacted] was being billed forI did this because I do not want to upset a valued customer based on it being a possibilityI created the transaction today to reverse the charges in Mr [redacted] 's accountIf he continues to receive a bill he will need to notify me so that I can make sure to talk with the finance department again I apologize for all of the inconvenience that was caused to Mrs [redacted] I appreciate Mr [redacted] 's willingness to allow me to work through this situation and resolve it in a satisfactory manner Respectfully, Amanda Taylor Customer Satisfaction Supervisor [redacted] Van [redacted] Appliance World Final Consumer Response / [redacted] (2000, 11, 2016/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/05/27) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Ms***Dick Van Dyke Incresponds as follows: On May 6, Ms [redacted] called in stating that when the installer was there he caused damage to her homeOnce I received the pictures I looked them over to see if the damages are something that our installers causedI called and spoke with Ms [redacted] and explained to her that in these situations we typically offer a monetary amount for the damagesMs [redacted] stated that she would call her contractor that worked on her house previouslyI explained to her that she was more than welcome to submit in an estimate and we would review the amount we could give herOnce the estimate was received it was clear that it was a very high amount for repairsI explained to Ms [redacted] that based on the pictures and information I had all I was able to give was Ms [redacted] was very upset and insisted that we turn this over to our insurance companyI explained to Ms [redacted] that this is not a situation that we would turn over to insurance, and we are offering a prorated amount to fix the damages which is the same thing our insurance company would doBased on the pictures I received it is evident that some of the damage is not consistent with what we typically see with damages from our dollies or our appliances I apologize for all of the inconvenience that was caused to Ms***I created the refund on May 18, Once the refund is created it takes 7-business days to be received in the mail Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) All damages done to my property was done by Dick Van DykeI have pictures from what my house looked like before they delivered my appliancesThe contractor is the same one that originally did the workThe City of BlmWas in charge of the work so I have pictures of all of the new doors and dates the work was finishedI wll attach pictures of the damages Final Business Response / [redacted] (4000, 9, 2016/06/02) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Ms***Dick Van Dyke Incresponds as follows: When I spoke with Ms [redacted] regarding the before and after pictures I explained to her that we still could only offer the $compensation for the damagesSome of the pictures were not consistent with what we typically see when there is damage done during an installationFurthermore, we would only pro rate the amount for the flooring, as we only caused a minor tear in the flooringI am not saying that we did not cause any damage to Ms***'s home, but I am stating I do not think that all of the damage was caused by our installer I apologize for all of the inconvenience that was caused to Ms***I have already created the $refund for Ms [redacted] and she should be receiving it in the mail soon Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World

I’ve reviewed the following information sent to Dick Van Dyke Incregarding MsJ [redacted] Dick Van Dyke Incresponds as follows:Our records indicate that MsJ [redacted] called in on March 23, to notify us that during the installation there was some water that leaked out during the installation She asked for compensation for the damages to the floor After receiving this information from MsJ [redacted] I contacted the installer that was at her home The installer let us know that the unit was leaking a little prior to us even starting the installation When he went to turn the water valve off he was unable to shut it off all the way because of the corrosion on the valve There was a little water that leaked out when we removed the old washer because the water was unable to be shut off completely The little bit of water that leaked out he got cleaned up He then placed the hose into the drain pipe so that it would prevent any further leaks until the plumber was able to come out The installer did not connect the washer because we cannot connect the new hoses while the water is running The installer was able to put on one hose, but not the other because there was too much corrosionI apologize that MsJ [redacted] feels as though this situation was not handled properly Our installer did everything he could with the situation he was presented with Our installers are not plumbers, electricians, or carpenters He did not have the necessary things to be able to change the customers plumbing problems He did take care when trying to complete the installation and make sure that there was no damage caused to MsJ [redacted] ’s home Respectfully, [redacted] Customer Satisfaction SupervisorDick Van Dyke Appliance World

I am rejecting this response because: The technician did not correctly diagnose the problem and he made the oven completely inoperableAfter he left I powered up the ovenThe error code was a bad keypad not a bad boardAfter he left I looked at the control panel, this is when I realized he bent the flex cable to the keypad, this is what the error on the display was, not a board error but a keypad errorKeep in mind I never had an error until after he worked on the ovenHe even asked me prior to working on it if I ever had an error message and I said no.They have misrepresented what the error was, I even questioned it at the time but was told no the error is a board errorI showed the sales person a photo of the crimped cable but was told he couldnt do anythingThe technician wouldnt talk to me, the service manager wouldnt talk to me other then on the phone and he wouldnt let me talk to his manager so I was never given the oportunity to show my pictures or prove my case, I am beginning to think they are running some sort of scam.Like I said before, I have bought a lot of stuff from them in the past but after this I am very disappointedTo not provide me an opportunity to prove my point that the technician made the oven inoperable is ridiculousThe oven didnt break because of old parts, it broke because of incompantancy of the technicianThe board didnt break, he pinched the cable

Initial Business Response / [redacted] (1000, 5, 2016/07/13) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Mr [redacted] Dick Van Dyke Incresponds as follows: On May 25, I received information that Mr [redacted] had come to the store to purchase a dehumidifierOnce I received the information I looked into all the paperwork from the technician, because I never received any information to create anything in the systemOnce I received the paperwork I found that the technician did in fact note that there would be a refund amount of I informed Mr [redacted] that I would create that in store credit in the system for him to use to purchase the dehumidifierI created the in store credit on 5/24/16, which was as soon as I received the informationI also apologized to MrBlank that I was not notified sooner and that the in store credit was not done in a more timely matter I apologize for all of the inconvenience that was caused to Mr [redacted] At this time, there is an in store credit of set up under his account number for him to use at his leisure Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Very interesting First I need to clarify if [redacted] is the [redacted] that I would have talked to about the end of MarchI assume that is the case but cannot guarantee that As I said in my original information, approximately weeks after I was told by the repairman that I would receive a full refund - the service call, I called the Champaign store and asked for Customer ServiceAs I mentioned, I had several calls in regard to thisOne of the people that I talked to was ***, his manager or supervisor [redacted] and another woman that I do not remember her nameIf [redacted] was the Customer Satisfaction Supervisor at that time, I would assume that she was the one that I talked to I told them that I wanted a refund because that is what the repairman had told me and that is also what was written on the ticket [redacted] originally told me that I could only get a credit on my account and at that point I said I wanted to talk to someone higherIt was at that point that I spoke to an [redacted] [redacted] told me the serviceman was not authorized to tell me that I would get a refundI said that I did not careThat is what I was told and that is what I expected to getNo matter what I said, [redacted] told me that I would not get a refundI would get a credit on my account No matter if it was a different [redacted] or the same one, I spoke to several people about this Quoting [redacted] from above - On May 25, I received information that Mr [redacted] had come to the store to purchase a dehumidifierOnce I received the information I looked into all the paperwork from the technician, because I never received any information to create anything in the systemOnce I received the paperwork I found that the technician did in fact note that there would be a refund amount of I informed Mr [redacted] that I would create an in store credit in the system for him to use to purchase the dehumidifier Several things are wrong with this, [redacted] said that once she received the information, she put a credit on my accountI had called to inquire about my refund and then complain about only receiving a credit on my account approximately the end of MarchWhy would [redacted] not request the information at that time? She told me that I would receive a credit on my account at that timeDid she simply ignore my inquiry and not do anything about it until I called the main office for Dick Van Dyke? If [redacted] would have done her job at that time, I would have had a credit on my account when I came into the store in May I cannot tell you the exact days that I called to talk [redacted] because of many things going on in our personal lifeI am positive that I called after my mother-in-law who was on hospice passed away in March and before we went to Dallas to visit my brother in Texas who is in failing healthSo no matter what the exact date, [redacted] had at least a month to get the credit on my account [redacted] never told me that she would create a credit on my account so that I could purchase the dehumidifierShe had told me at least a month earlier that she would put a credit on my account but never didI could not get a credit on my account the day that I was in the store because nobody was in the store that could do itI told [redacted] I was buying one someplace else that day since a credit did not exist on my account and that I expected a full refund because of yet another flub on their partI told [redacted] that if I paid for the dehumidifier that day, I did not trust them to give me my money backHe did not respond to that commentHe did say that he had worked at the store for years and he had never seen something handled this way beforeHowever he did say that he worked the sales side and not the repair side If I had never talked to [redacted] (ar others in Customer Service) how would I have know that I was going to get a credit on my account? I was told and was expecting a refund I also disagree that [redacted] ever apologized to meShe never didAll she ever did was make excusesHer response looks good on paper, to bad it is not factual How many times does Dick Van Dyke have to mess up before they will give me a refund? Does their word mean anything? At this point, I am not even sure that I actually have credit on my accountNothing else they have told me is true You need a new timer to fix the washer You will get a full refund and you will not need to do anything I was never told this but when they took the timer off and the paper work was turned into the office, isn't there a process that should taken place to ensure that I would get a refund or credit on account? Never happened The serviceman was not authorized to tell you that you would get a refund but I ( [redacted] ) will put a credit on your account- It was not there when I came into the store in May I ( [redacted] ) apologized to Mr [redacted] She never apologized, only made excuses At least statements and/or failure to follow a procedure I do not want a credit on my accountWith all of your mistakes, I expect a refundMy definition of refund, get a check from them for Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2016/07/28) */ I've reviewed the following information sent to [redacted] Van Dyke IncRegarding Mr [redacted] Dick Van Dyke Incresponds as follows: I do not create an in store credit the day that I state it is going to be createdI wait until the customer comes into the store to create the credit so that I can in fact trace that the credit is being used for the appropriate customer and make sure that it is being used on the appropriate applianceAlso, Dick Van Dyke Incwants to ensure that once the credit is created and used for the customer we can close that accountIt is the checks and balancesI do apologize that Mr [redacted] came in on a Saturday and I was unavailable to create the in store credit that dayHis original service call was February 16, and he did not come in until May of to use the creditOnce I received the information I quickly acted and put the credit in the account so that Mr [redacted] was able to purchase the dehumidifier that he was looking at, which was the following Monday However, Mr [redacted] is a valued customer so I will reverse the credit he has in the system and complete an office refundI will create that office refund today and Mr [redacted] will receive the refund check in 7-business days through the mail.I do appreciate Mr [redacted] 's willingness to allow Dick Van Dyke Incto work through this and allow us to come to a satisfactory resolution Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World

I’ve reviewed the following information sent to Dick Van Dyke IncRegarding Mr [redacted] Dick Van Dyke Incresponds as follows: Our records indicate that Mr [redacted] called in for service on April 13, because his refrigerator was beginning to freeze and it was constantly running Our certified technician went out to his home and diagnosed that the refrigerator needed a new timer put on it The technician then ordered the timer and went back to Mr [redacted] ’s house on April 19, to install it On April 20, Mr [redacted] called in to set up service again because he said that it seemed as though the refrigerator was running constantly He called back on April 21, to cancel his appointment because he said the refrigerator seemed to be running fine and that he would monitor it On April 24, we went back to Mr [redacted] ’s home because he stated that the refrigerator was running constantly Our technician went out and spoke with the manufacture tech line and diagnosed that the unit was working the way that it should He charged a $extended diagnosis fee The $that Mr [redacted] was charged on April 13, was to diagnose the unit The $that he was charged on the last visit was because the technician came out diagnosed the unit and explained to the customer that this is the way that the unit is to be running I apologize that Mr [redacted] feels as though this situation was not handled properly At this time, I am unable to refund the $fee as the technician did diagnose the refrigerator again and explain the situation to Mr [redacted] Respectfully, Amanda Taylor Customer Satisfaction Supervisor Dick Van Dyke Appliance World

Initial Business Response / [redacted] (1000, 6, 2016/07/14) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Mrs [redacted] Dick Van Dyke Incresponds as follows: On July 14, I contacted Mrs [redacted] once I received information that she was unhappy with how her delivery and install wentI apologized to her and let her know that I was unaware of the issue until the day after her deliveryI explained to her that I would handle my staff internally, but that the issue should have never been handled the way that it wasI explained to Mrs [redacted] that if Dick Van Dyke Incscrews up, we make it rightI let her know that I would refund half the labor amount for the installationMrs [redacted] was very happy that I had contacted her back and that I was able to accommodate her situation I apologize for the inconvenience that Mrs [redacted] experienced during this processI appreciate Mrs [redacted] 's willingness to allow Dick Van Dyke Incto work through this and have a satisfactory result for both parties Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/07/15) */ Amanda contacted me today and corrected the issue for mePlease close this complaint as resolved

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Mrs [redacted] Dick Van Dyke Incresponds as follows: On January 4, Mrs [redacted] called in stating that she wanted a new washer because her washer had needed repairsI explained to Mrs [redacted] that her unit is still under the manufacture warranty because it was purchased on November 11, I stated that we would have to go through with any repairs that are needed per the contract with General ElectricUnless General Electric authorizes Dick Van Dyke Incto provide Mrs [redacted] with a new washer we are unable to do soOur service technician went back out on January 23, and replaced the motor on Mrs [redacted] 's washerWhen I spoke with the technician he stated that the repair was done and that the unit was in proper working order I do apologize that Mrs [redacted] feels that Dick Van Dyke Inchas not handled this in a satisfactory mannerAs I explained to Mrs [redacted] I do have policies and warranties that I have to followIf there are any other issues that arise with MrsJohnsons washer I am more than willing to help her with whatever is needed to resolve the problem Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World

TDick Van Dyke Appliance World has reviewed the Revdex.com letter from Mrs [redacted] and respond as follows.On 5/15/17, Mrs [redacted] called our service department to service her Samsung refrigeratorOur factory trained service technician arrived at Mrs [redacted] ’s home on 5/23/17, and he diagnosed a faulty auger assyThe auger assembly is a common problem with the Samsung refrigerator’sOur technician ordered the part and went back to repair the unit on 5/31/17.After the repair was made on the auger assembly the customer called back in stating that the icemaker wasn’t working againOur technician was again dispatched to the customers homeHe diagnosed a faulty icemakerThe icemaker wasn’t changed when we completed the previous repair because the two repairs weren’t relatedHowever, due to the time span between the first repair and the second repair we agreed to give the customer a deeply discount price for the second repairUnfortunately, our customer service team didn’t relay this information to our service technician and when he went to complete the second repair he tried to charge the customer full priceThe customer refused the repair because of the costThe technician also noticed when he went back for the second repair, that the customer had tried to manually defrost their freezer and melted a good portion of their linerWe will still sell the customer the icemaker for the reduced price of $100.00, or we will the give the customer an in-store credit for the previous parts installed and a portion of the laborWe apologize for the miscommunication on our part, but based on the severity of the damage to the freezer by the homeowner we feel our offer is fair Respectfully,John Shepherd SrVice President Dick Van Dyke Inc ell us why here

Dick Van Dyke has reviewed your complaint and respond as follows.The appliance was purchased from our company on January 26, 2016, and the appliance came with our 5/year protection planOn March 8, we received a call from the customer stating the range was not turning on and the display went blackWe dispatched out a factory trained technician and he diagnosed a faulty thermostatHe replaced the thermostat on March 14, at no chargeOn June 21, the customer called back with a similar complaint about their rangeWe dispatched out our service technician and he replaced the faulty thermostat againOn October 19, the customer called back and said the oven is locking upWe dispatched out our technician and he diagnosed a thermal cutout on the rangeOn October 23, the thermal custout was replacedWe apologize that the appliance has broken down a few times during the first year and a half of ownership, but I am happy to hear that they have our protection plan that covers all the parts and laborOur protection plan states that "after different mechanical failures the unit may be replaced upon customer request"Unfortunately this appliance doesn't qualify for our no lemon exchangeWe appreciate the customer contacting the Revdex.com and look forward to serving them in the future Respectfully, [redacted] SrVice President Dick Van Dyke Inc

Initial Business Response / [redacted] (1000, 5, 2016/07/05) */ I've reviewed the following information sent to Dick Van Dyke IncRegarding Mrs [redacted] Dick Van Dyke Incresponds as follows: On June 28, I received a phone call from Mrs [redacted] stating that she did not feel that there was mouse damage to her dishwasherI let her know that I would have a different service technician come out and diagnose the unitWhen the second technician was out at her home he noted that there was evidence on mice in the unit, but it was not what was causing the initial issue with the dishwasherI let Mrs [redacted] know that we would cover the repair under warranty based on what the second technician had foundThe day of the repair the first technician informed us that he had put the unit back together when he left her homeWhen the second technician had arrived to look at it he noted that the dishwasher had been taken apartI called Mrs [redacted] and informed her that her warranty would be voided due to the fact that she took her unit apartI informed her that it states it on the warranty paperwork and that I notified her as soon as I learned the information I apologize for the inconvenience that Mrs [redacted] experienced during this processI have called and left voicemails for Mrs [redacted] I am willing to send out our service manager to her home to look at the unit and report the diagnosis back to meIf he determines that there is no evidence of abuse from the customer, then that technician will repair the unit for the customer under warrantyOnce I receive a phone call back from Mrs [redacted] I will be more than willing to set up that service call Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Due to the fact that this will be the 6th WHOLE day off of work to try to get this dishwasher fixedI could not schedule any sooner than July 19th, which is farther out than the ten day window set to respond to this letterIf they follow through and actually fix the dishwasher I will be happy to close this complaintIf not, I will be asking you to reopen this case

This customer's delivered invoice details two separate charges, one for delivery and another for installation Four appliances were delivered to the home for $39.99, while the installation of the over-the-head microhood was a separate charge of $(marked INSTALL on the invoice) Each additional trip to a customer's home would incur a separate trip charge IF the reason for the return was not in the control of Dick Van Dyke Inc Because the proximity of the upper cabinet to the customer's cooking surface does not allow for installation of a microhood, Dick Van Dyke Incwas forced to reschedule until the upper cabinet had been raised It is difficult to prove whether our sales associate (***) covered the clearance regulation height prior to the first delivery attempt Since we can't prove this either way, we will waive the 2nd trip charge to the customer [redacted] Dick Van Dyke Appliance World Sales Division Manager 309-663-x217-398-x

I am rejecting this response because: [redacted] Thank you for your time on the phone this morningThis is to follow up to the message that I sent on Monday regarding our complaintAs I mentioned on the phone, I had attempted to respond using the Revdex.com system over the weekend last weekend, but was having connectivity issues so I apologize for not getting this through soonerMy husband and I do not feel that Dick Van Dyke has satisfactorily addressed our concernsAs I detailed in our original complaint, we had ordered all brand new appliances from their Champaign locationWe had no short of different deliveries/service calls to our home for their company to get us our purchased appliances and likely close to 100+ phone callsIn the process, they damaged our week old brand new hard wood flooringMy husband and I have both spent countless hours organizing time away from our work or calling on family members to be present for these many service and delivery callsIn fact, my husband is now out of personal leave for the year at his place of employment due to the horrible service we have experienced with Dick Van DykeWe did receive contact from an independent insurance adjuster in relation to our damaged flooring the week of July 12th, but have heard nothing since thenWe have asked for a full refund of the amount we paid for our appliances and we will sever our relationship with Dick Van Dyke and go directly to the manufacturer for the warranty on themWe do not have confidence in their service department to continue working with them should issues ariseThis refund is also requested in part due to the distress and time their company has caused our familyI am also demanding action for our damaged flooringThank you very much for your help on these mattersSincerely, [redacted]

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

Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ I've reviewed the information sent to Dick Van Dyke Incregarding Mrs***Dick Van Dyke Incresponds as follows: On 9/1/I contacted Mrs [redacted] to talk with her and make sure that I had all of the information correct on my paperwork When I explained to her what I had, her daughter began cussing and screaming at meI explained to them that I was just trying to get all of the information in order to make a determination of what Dick Van Dyke Inccould doI informed them that we could send a technician out to determine what was wrong with the stove and to fix itI also informed them that I could have that same technician look at the refrigerator and report back to me to determine if Mrs [redacted] did receive the wrong refrigeratorI had all the paperwork that stated Mrs [redacted] received the correct refrigerator and also had Mrs***'s signature stating that she received the correct one We are sorry that Mrs [redacted] does not feel that this matter has been handled appropriatelyWe have tried to be helpful in any way that we canUnfortunately, we were never able to get any answers on what Mrs [redacted] wanted us to doEvery time we tried to speak with Mrs [redacted] her daughter began cussing and yelling at us and hanging up the phone Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World

I’ve reviewed the following information sent to Dick Van Dyke Inc. Regarding Mrs. [redacted] . Dick Van Dyke Inc. responds as follows: Our records indicate that on December 6, 2016 Mrs. [redacted] called in to set up a service call to look at her washer because it was making a grinding... noise. When our technician was out there he called the Whirlpool technician hotline to consult with them about the problem. Between both technicians it was determined that the electronics of the machine were backwards and needed to order parts for it. The problem with the washer was that in the deep water wash it will not fill up as much as it is supposed to and when it is in the rinse cycle it fills up to much causing the clothes to not rinse out. The technician then ordered parts for the unit. On January 5, 2017 the technician went to Mrs. [redacted] home and installer the parts that were needed per the manufacture. On January 17, 2017 Mrs. [redacted] called in stating that she was not getting enough water in the machine and that it was putting holes in her clothing. On January 18, 2017 our technician went back out to Mrs. [redacted] home to diagnose what the issue was. The washer was not indicating any error codes or that there was anything wrong with the washer. At that time, the technician called Whirlpool to help determine the problem. The technician at Whirlpool stated that there is no set standard for water depth. All the calculations are based on the weight of the clothes and the programming in the board. Whirlpool also stated that the normal cycle agitator is much more aggressive due to lower water and shorter wash time and that if the clothes become damaged or torn that Mrs. [redacted] should wash on the casual or delicate cycle. In order to return an appliance there is a 20% restock fee that would need to be paid. This return policy is only warranted for 30 days after the delivery of the appliance. I apologize that Mrs. [redacted] feels as though this situation has not been handled properly. Based on what Whirlpool is stating the washer is running as it should. If Mrs. [redacted] wishes to return the unit she would have to pay the 20% restocking fee on the washer. Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World