Dick Van Dyke Appliance World

I’ve reviewed the following information sent to Dick Van Dyke IncRegarding Mrs*** Dick Van Dyke Incresponds as follows: In December of Dick Van Dyke Incsent service technicians to Mrs***s home to put on a new drain hose and a new gasket When our technicians left Mrs***’s home the unit was installed and working properly On February 3, Mrs [redacted] called stating that the front of the dishwasher was not flush with the cabinets Our technician went out on February 6, and found that it needed mounting brackets for the unit On February 10, the technician went back to Mrs***’s home to install those parts Mrs [redacted] was charge for this because the unit was installed December 11, We have a day warranty on all installations It was well past the day warranty that we offer for the installation of her dishwasher Also, when the service technicians were at her home in early December they noted that the unit was working properly and that there were no further issues If the unit was not installed properly at that time the technicians would have noticed that I apologize that Mrs [redacted] feels as though the situation was not handled properly At this time we are unable to refund the labor from this service call fee The initial installation was years prior to when our service technician came out to re install the dishwasher There has been too much time that has passed and we cannot guarantee that it wasn’t caused by something or someone else in that amount of time Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World

Initial Business Response / [redacted] (1000, 10, 2015/08/20) */ Contact Name and Title: [redacted] Contact Phone: 217-544- Contact Email: [redacted] @appliance-world.com I've reviewed the information sent to Dick Van Dyke Incregarding Mr[redacted] Dick Van Dyke Incresponds as follows: We do realize that our technicians have not completely repaired Mr [redacted] 's dishwasherWe informed Mr [redacted] that we could offer him an in store credit to purchase another dishwasher, or that we could send our technician back out to re diagnose the dishwasher and fix the unitWe spoke with our technician after the last visit, and he stated that after he put on the correct hose he did not see any leaking and ran the dishwasher for min with no issuesOur technician tried to follow up the next morning with Mr [redacted] to see how his dishwasher was working and if he needed to go back out there We are sorry that this has happened and our offer still stands that we can offer an in store credit, or have the technician back out to re diagnose and fix the dishwasher for Mr [redacted] Respectfully, [redacted] Customer Satisfaction Supervisor Dick Van Dyke Appliance World Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The facts provided by MsTaylor are not correctFirst, when the technicians were at my home for the third time they did not run the dishwasher for minutes as statedThey ran it for minutes while they cleaned up their toolsAfter which they shut it off and leftThe leak didn't happen until the dishwasher sat idle and the pan slowly filled up thus tripping the automatic shut off Second, there was no call the day after from technician checking on it as a matter of fact I placed the call to DVDAP requesting my money back because after three tries I was no longer confident in their ability to fix it MsTaylor did offer to have her tech come back out to diagnose again but when I asked for their senior tech to come out she stated he was the one who had already been working on itAt this time this had gone on long enough and after being inconvenienced for weeks without a dishwasher needed to have another repair company come out to fix it My request for a full refund from DVDAP still stands because as a paying consumer who hired DVDAP to do a job, and waiting weeks, in the end did not receive what was paid forI am not only out the money I paid to DVDAP, but I had to pay additional money to have another company come out and fix it To note, the other repair company came out and diagnosed the problem within minutes and had it fixed within days of the part coming in Respectfully, [redacted] Final Business Response / [redacted] (4000, 16, 2015/08/27) */ I've reviewed the information sent to [redacted] Van [redacted] Incregarding Mr[redacted] [redacted] Van [redacted] Incresponds as follows: The technician that was out at Mr [redacted] 's house is one of our most experienced technicians in our companyHe has been with us for over yearsIn his past performance, there is no reason to believe that he would lie to us about the information of Mr [redacted] 's service callWhen we spoke to the technician and asked him what else he could do to repair this, he informed us that there could only be one other part that would be needed to fix this unitWe then contacted Mr [redacted] and informed him that we could come out and complete the repair, and if that did not fix it we could determine from there about a refundWe feel that we offered every possible option to try and make it right for Mr [redacted] , and to complete the job that he hired us to do We are sorry that Mr [redacted] feels that we did not take the proper actions for this situation, and as stated before, our offer is still there of a in store credit or the technician to come back out Respectfully, [redacted] Customer Satisfaction Supervisor [redacted] Van [redacted] Appliance World

Dick Van Dyke Inchas read the complaint and responds as followsI'm unable to find a sale under [redacted] ***n with the telephone number providedI've also researched the model number to see if we've sold the product, and I'm unable to even locate the model number in our systemI am happy to research this situation and respond to our customers complaint, but I will need a complete model and serial numberIf the customer doesn't have a complete model and serial, then we can research it by the invoice number he was given at the point of saleI look forward to hearing back from our mutual customerSincerely,John Shepherd Dick Van Dyke Inc

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

Initial Business Response /* (1000, 5, 2016/05/24) */
I've reviewed the following information sent to Dick Van *** IncRegarding Mrs***Dick Van Dyke Incresponds as follows:
I apologize that not all of the information was outlined clearly to Mrs***When you purchase a built in
appliance in the state of Illinois, you are either charged an install fee or the sales tax on the unitOriginally, Mrs*** paid the installation fees because she was going to have Dick Van Dyke Incinstall her appliancesOnce Mrs*** notified us that she did not want the units to be installed, we issued Mrs*** a refundThe fact that Mrs*** was refunded the installation charges now means that she would have to pay for the sales tax on the original ticketMrs*** should not have had to pay the She had a refund amount that could have been applied to that remaining balanceAt this time, Dick Van Dyke Incowes Mrs*** $The refund is being taken care of through our finance department and Mrs*** should see it in the mail within 7-business days
I apologize for all of the inconvenience that was caused to Mrs***We appreciate her patronage and willingness for us to work through this situation and come to a resolution
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World

Dick Van Dyke Incwas sent out to diagnose a noisey GE washing machine that the Bennings purchased on 6/24/Our service technician diagnosed several faulty parts that can only fail due to the overloading of the machineThis washing machine needs the following parts: pulley, nut, outer tub,
inner tub, splash ring, and mode shifter The washing machine upper frame is bent downward allowing all of the listed components to fail prematurelyThis particular washer supports the tub by using the upper frame assy, and it will only bend downward if the tub is overloaded with clothesThe lid of the out tub (splash ring) was damaged due to clothing riding so high in the water that when it spun it chewed up the splash ringThe splash ring damage is another sign that the machine was overloadedHowever, with all of the visual evidence we still called GE technical assistance to clarify and validate our findingsThe GE factory service technician validated that the only way to damage that many components is to overload the machine, and then continue to use the machine for a period of timeThe customer shared with me on the telephone that he continued using the machine after the noise startedOur Dick Van Dyke Incwarrranty doesn't cover the listed components because the repair was considered customer abuseThe customer received a copy of our warranty contract outlining the terms and conditions when he received his new appliance I apologize the customer is upset with our decision, but there is too much evidence that the customer abused the applianceA copy of our warranty contract is available upon request. Respectfully,John Shepherd SrVice President Dick Van Dyke Inc

We apologize for the inconvenience we may have caused MrsVorheesHowever, we processed her a refund on 2/7/to refund her the $that she paid without prior authorization. Thank you for your assistance

Initial Business Response /* (1000, 5, 2015/05/13) */
I've reviewed the information sent to Dick Van Dyke Incregarding Mr***Dick Van Dyke Incresponds as follows
Mr*** purchased his appliances with us on 11/8/When we went out to deliver and install the microwave we then
noticed that we could not install it, because it was missing the installation hardware, and then we ordered parts for itWhen we could not get the parts we then switched out his microwave on 12/13/
When Mr*** called to schedule a repair for his refrigerator we got it scheduled as quickly as possible and went out to diagnose the problemWhen our technician was at his home he diagnosed what parts were needed and put them on orderThe parts came in from the manufacture damaged and we had to reorder themWe left a voicemail for the customer letting him know what was going on with his partsWhen the part kept coming in damaged we contacted General Electric and let them know the issue we were having and they sent the part directly to Mr***
As of 5/12/we had set up for a technician to go back to the customers home to look at the customer's refrigerator to diagnose what was wrong againThe customer then called into customer service and stated they wanted a new refrigeratorThe refrigerator is currently under the manufacture part of the warrantyGeneral Electric will not consider refunding any money or switching this appliance out unless there have been different mechanical failures in a yearWe let them know that we can get this repaired and try to do this as quickly as possible so they do not have any more issues and have a working refrigerator
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Inc

Initial Business Response /* (1000, 5, 2015/11/03) */
I've reviewed the information sent to Dick Van Dyke Incregarding Mrs***Dick Van Dyke Incresponds as follows:
On 6/1/the service department received information regarding Mrs*** not receiving her oven racksWe completed the
proper paperwork to order those racksWe sent the racks directly out to Mrs*** on 6/15/On 9/23/our service technician went to Mrs***'s home to diagnose what was wrong with her stoveWhen the technician was out he determined that it was not a mechanical failure and that Mrs*** would have to pay the service call feeThe technician diagnosed that there was food caked on the top of the stove and he cleaned it off for Mrs***Mrs***'s warranty certificate states "This protection plan is for mechanical failure, and not valid for the cosmetics of the applianceThe plan does not cover anything connected externally to the appliance." We informed Mrs*** on 10/13/that she would have to pay for the service call fee and that it states it in the warranty paperworkThe service representatives know the warranties and policies and make sure to notify every customer under warranty of the possible charges that they may receive
We are sorry that Mrs*** does not feel that she has been treated fairly through her whole experienceReviewing all the information that we have, Dick Van Dyke Inchas decided in a good faith we would like to refund Mrs*** her service call
Respectfully,
***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (2000, 8, 2015/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund of the $service callApparently the service representative I spoke to was either new or was not trained correctly since she did not notify me of possible chargesShe just simply told me there would be no charge for a service rep to check my stove since it was still under warrantyHopefully she has been informed of the mistake she made and will be able to inform customers correctly in the future
Thank you,
*** ***

I am rejecting this response because: I'm disappointed in this response. I understand that it is my word against the installer, but that is not an accurate account of what happened. I'm shocked on this second response. Not only did you now say there was very little water that came out, but that I had previous water damage too? I've attached pictures that will collaborate my story and I encourage you to reach out to the plumber or restoration company on what they saw. I'm just a mom who bought a washer and dryer and had a horrible thing happen. The payments are already made, the restoration is underway and the financial and emotional burden of this has already happened. I reject your installers response. And by your own admittance your installers are not plumbers. Therefore I respectfully challenge you to look into this further. If its determined that it was my plumbing to blame for the damage, then I'll take ownership of this. Until then I do not feel like your responses to me are founded or appropriateKristin

I am rejecting this response because: I was not informed that if they didn't install appliance I was would charged sales tax and I didnt reject the install they didSo why am I penalized for a decision they made?

Initial Business Response /* (1000, 10, 2015/06/15) */
Contact Name and Title: *** Talor
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@appliance-world.com
I've reviewed the information sent to Dick Van Dyke Incregarding Mr***Dick Van Dyke Incresponds as follows:
We had
been out to Mr***'s house on 1-16-to replace the water valve on his refrigeratorHe then called us on 5/23/to let us know that there was damage to his hardwood floorsHe stated it was our fault from the repair in JanuaryHe informed me that he tightened the water valve and the leaking stoppedHe wanted us to pay for the repair of his flooringI informed Mr*** that too much time had lapsed and that we were unsure if it was our repair that caused the leakI informed him to turn it over to his homeowners insuranceHe was unhappy with this decision; therefore, I told him he could turn his complaint over to the Revdex.com
We are sorry that this has happened to Mr***'s flooringIf it is determined that this leak was caused by our technician, we will then take the proper action to take care of Mr***'s and the damage to his flooring
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 12, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want them to accept responsibility for this faulty repairI have informed them that I did notice a discoloration in the flooring in front of the refrigerator in mid to late February, I assumed my year old had spilled something however, there was nothing there simply discoloration of the actual wooden maple floorOn the Friday before Memorial Day there was water on the floor in front of the refrigeratorI pulled it for the first time to check on where it was coming fromYou can tell that I do not pull this out to clean behind by the photosWhen is the last time you pulled your refrigerator out? The leak around their replacement part was soaked and had ruined the material on the back of the refrigerator, the corner of the floor directly under their attempted repairI then tightened the valve and the leak stopped and then I took Bath towels and mopped up the floorBefore putting them in the washer, purchased by Dick Van DykeI am waiting for an estimate to submit
Final Business Response /* (4000, 23, 2015/09/18) */
Good morning,
Dick Van Dyke Inchas decided to go ahead and refund the to Mr***I created the refund today and it will be sent out this weekIf you have any questions feel free to contact me

Initial Business Response /* (1000, 5, 2016/04/08) */
I've reviewed the following information sent to Dick Van Dyke IncRegarding Mr& Mrs***Dick Van Dyke Incresponds as follows:
On January 27, we received a call from Mr& Mrs*** regarding the refrigerator not getting water
from the dispenserWe sent a technician out to look at the refrigeratorThe technician determined that it needed multiple partsThe technician ordered the necessary parts and went and put them onWe then got a call back on March 28, that the refrigerator was not getting any water again and it was not cooling properlyThe technician ordered the part that was needed and went out on March 30, to put the part onWe then received another call on March 31, that the refrigerator would not go below degreesThe technician went out and called GE regarding this matterGE explained to the technician that Mr& Mrs*** need to put food back in the refrigerator because it must be 60% full to get an accurate diagnosesGE also explained that the food in the refrigerator is important because it helps circulate the air around and if you do not have any food in the refrigerator it will not work properly because it has nothing to cool downI then called GE and asked them to switch out the refrigerator for the customers because they are under the manufactures part of the warranty and GE has to make that decisionI spoke with *** and she explained to me that they cannot switch out the refrigerator because at this time they do not think that there is an issue with the refrigeratorI am unable to do anything at this point with switching the refrigerator out because the customer is under the manufactures part of the warranty, and if the manufacture will not agree to switch it out we cannot eitherI do also see where we have a part on order to put on for the complaint of the water dispenser drippingAs soon as it comes in we will call to schedule it to come back out to put it on
I apologize that Mr& Mrs*** are having the issues with their refrigeratorDick Van Dyke Inchas tried every possible option to rectify this issueWith being under contract from GE we have to do what GE recommendsWe are more than willing to send another technician back out after Mr& Mrs*** put the food back in the refrigerator and still find that there is a cooling issue
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I AM STILL HAVING PROBLEMS AND THEY ARE NOT CALLING ME TO LET ME KNOW IF THEY EVEN PLAN TO COME OUT AND LOOK AT IT EVER AGAINWE PAID THEM A LARGE AMOUNT OF MONEY FOR THIS UNIT AND IT SHOULD WORK AND I SHOULD NOT HAVE TO COMPLAINI DO NOT KNOW WHO THIS *** FROM GE IS BUT I HAVE TALKED TO THEM AND THEY ARE AWARE THAT THERE IS A PROBLEM WITH THIS UNIT AND THAT IT IS NOT WORKING NORMALLY
THIS REPLY THAT THEY GAVE YOU IS ALL WORNG, THEY TECH THEY SENT OUT FIRST JUST WALKED AROUND THE UNIT AND NEVER DID A THING TO ITHE ORDERED THE WRONG PART, I HAVE TO WAIT EVEN LONGER FOR THE CORRECT ONE TO COME IN AND WHRN THAT DIDN'T FIX IT I HAVE TO WAIT AND OTHE WEEKS FOR ANOTHER AND THEN ANOTHER WEEKS FOR ANOTHER AND THEN ANOTHER WEEK FOR YET ANOTHERNOW I HAVE BEEN WAITING FOR ABOUT WEEKS FOR YET ANOTHER PART AND HAVE HEARD NOTHINGTHE UNIT NOW HAS WATER AND ICE BUT THE COOLING OF THE REFRIGERATOR SECTION IS NOT COOLING LIKE IT WAS BEFORE THE MAIN POWER BOARD WAS INSTALLEDTHEY HAVE AMADE AT LEAST TRIPS TO MY HOUSE TO WORK ON THIS UNITWE ALSO HAVE FOOD IN THIS UNIT AS WE WERE TOLD TO DOTI AVERAGES TO DEGREES AND NOT ANY COOLERIT IS SET ON DEGREES
I ALSO WANT TO SAY THAT I DISAGREE WITH HER SAYING THAT IT IS UP TO GE TO DECIDE THAT THIS UNIT NEEDS REPLACING AS GE STATED TO ME THAT IT WAS UP TO DICK VAN DYKE BECAUSE WE BOUGHT IT FROM THEM NOT GETHIS IS JUST ANOTHER EXCUSE NOT TO TAKE RESPONSIBILITY FOR A MALFUNCTIONING UNITI REALLY THINK THEY KNEW THAT THIS UNIT WAS FLAWED WHEN THEY SOLD IT TO US AND NOW THEY DONT WANT TO MAKE IT RIGHT
I REPLYED TO THE LAST COMPLAINT THE SAME WAY I AM DOING NOWLATER THE Revdex.com STATED I HAD NOT MARKED THE BOX ABOVE STATING WHETHER OR NOT I WAS SATISFIED OR NOT, I DID *** IT THEN AND NOW WITH A BIG NO I AM NOT SATISFIEDIF MY SCANNER WORKED I WOULD SEND ALONG ALL THE PAPERS I HAVE SO THAT SOMETHING CAN BE DONEPLEASE STRESS ALL I WANT IS A WORKING PROPERLY UNIT THAT DOES WHAT IT IS SUPPOSE TO DO COOL AND DISPENCE WATER AND ICEIF I HAVE TO GO WITHOUT WATER AND ICE TO GET THE COOLING FINE, BUT I DONT THINK I SHOULD HAVE TO DO THATHELP ME

I’ve reviewed the following information sent to Dick Van Dyke IncRegarding Mr***. Dick Van Dyke Incresponds as follows: On March 23, Mr*** had his kitchen appliances delivered to his home. On April 19, he called in to complain about his dishwasher. I
informed Mr*** that we needed to send a technician out to his home to report the diagnosis back to me. On April 20, the technician went to Mr***’s home and notified me that the unit was working the way that it should, but this is not the kind of dishwasher that Mr*** wanted. I then called Mr*** and explained to him that the dishwasher he received was working the way that it should, but if he did not want it he could return it and pick out a different one. I also let him know that this dishwasher he had was free because he received a rebate when he purchased all his other appliances. Mr*** did not pay for the dishwasher that is in his home, Jennair did. Mr*** found the Maytag dishwasher that he would rather have and notified me. I let him know that he would have to pay the delivery, installation, and mileage fee for our installers to bring out his new dishwasher. Mr*** became irate and started cursing at me and stated that he did not feel this was right. I let him know we would charge this because it was his decision to go with a different model and that there was nothing mechanically wrong with the one that was in his home. I did go ahead and waive the delivery and installation fee, but informed him that he would still be responsible for paying the mileage fee. He stated that this was not going to work for him and hung up the phone on me I apologize that Mr*** feels as though this situation has not been handled properly. I can assure you that we have done our best to accommodate Mr*** within the policies that we have as a company. At this time, I am unable to waive the mileage. If Mr*** wants to receive the new Maytag dishwasher he will have to pay the mileage fee Respectfully, *** *** Customer Satisfaction Supervisor Dick Van Dyke Appliance World

Tell Dick Van Dyke Appliance World has reviewed the Revdex.com letter from Mr*** and respond as follows.MrReeve has been refunded for the blower that he returned on invoice ***, and he should have already received the check in the mailThe remaining balance of $was
processed incorrectly as an in-store creditWe have corrected that mistake and will send MrReeve the $check on 7/28/We didn’t refund MrReeve on his credit card because he wrote a check for all the items that he purchased from our company Respectfully,*** *** SrVice President Dick Van Dyke Inc. us why here

I’ve reviewed the following information sent to Dick Van Dyke IncRegarding Mrs***. Dick Van Dyke Incresponds as follows: On February 3, I informed Mr*** that I could provide options for him with his washer. If he wanted to return it he could with a 20% restock fee or he could return his washer and pick out a new one with Dick Van Dyke Incand not have to pay the restock fee. Mr*** informed me that he had already purchased a new washer with another company. On February 4, we informed Mr*** that he could return his unit for a 10% restock fee to accommodate him for the previous issues. Mr*** was satisfied with the lowered restock fee and it is set up for February 11, to go to his home to pick up the washer I apologize that Mrs*** feels as though this situation has not been handled properly. We were trying to provide a few options so that Mrs*** would be satisfied. Both parties have come to an agreement of the return of the washer with a 10% restocking fee Respectfully, *** *** Customer Satisfaction Supervisor Dick Van Dyke Appliance World

Initial Business Response /* (1000, 5, 2015/09/15) */
I've reviewed the information sent to Dick Van Dyke Incregarding Mr***Dick Van Dyke Incresponds as follows:
We do show that the problem was in fact caused by Dick Van Dyke IncWe do admit and apologize for thatOur parts
supervisor spoke with Mr*** on September and was able to set his repair for himThe repair was set for September The last time we had spoken to Mr*** he was satisfied with the service that had been performed
Dick Van Dyke Incdoes apologize for all of the inconvenience that has been caused to Mr***
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After talking to the acting manager, she addressed the situation including "the lack of a manager" comment and the length of time for the repairThe repair was made on the date given, and an appropriate explanation with an apology was received

Initial Business Response /* (1000, 5, 2016/07/27) */
I've reviewed the following information sent to Dick Van Dyke IncRegarding Mr***Dick Van Dyke Incresponds as follows:
On June 23, Mr*** called in to discuss the options with his new *** washing machineI explained
to Mr*** that at this point we would have to go through with the repairs because the manufacture is stating the unit is repairableI also informed Mr*** that he is under the manufacture part of the warranty and if they do not agree to switch out the unit Dick Van Dyke Incwould also be unable toOn Mr***'s behalf I called into the manufacture myself and they stated they had started a case file and would handle it from this point onMr*** called in a few days later stating that nothing further had been done by ***I then made another phone call to *** to have this case expedited in the decision of what could be done for the customerI was informed that they were working on it as quick as they couldI told Mr*** what I had found out from ***, but let him know until a decision is made we can send a tech back out to try to get the unit working for him
I apologize for the inconvenience that Mr*** has experienced during this processI am trying to work with Mr*** and the manufacture to get this issue resolved as quickly as I possibly can
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With all due respect, ***'s response is all FabricatedI asked Dick Van Dyke to replace my machine every time their tech failed to fix my machine
On June 28, Dick Van Dyke (DVD), technician was on his third unsuccessful attempt to fix the washing machine, he ordered more partsHe told us that we should call ***I did call *** and started a caseOn the 4th of July Holiday *** called me and told me that they are going to send a certified *** tech to fix itI told them that DVD already tried times and they are certifiedThey told me no there is no DVD on our certified listMay DVD tech showed up for the forth times and failedI called *** gave her my *** transaction number and pegged her to call *** tell them that they tried four times and that they are certified tech and to recommend replacement she finally agreedThe first two times she told me we don't contact the *** it is your responsibilityThe May call was the last time I heard from *** till July
*** never called ***, and she never called me to let me know what happenedOn July I called *** back to see what she heard from ***, gentleman name *** answered the phone and he said let me check if *** is in the office, he came back and told me that she is not there and there is note on her computer saying that she hasn't heard from ***"Are you kidding me" I figured she must be avoiding meI again on the and left a message no answer
On July 18, *** sent their certified tech, and failed to fix the machine on second attempt, I called *** and asked them why they won't consider the four times DVD Came, and asked them if DVD contacted them to recommend a replacement*** representative told me that they have no record of DVD contacting them*** representative asked me for DVD phone number and to stay on holdI was on hold for minutes, then they told me to stay on hold while they contact DVDAfter the hold, *** representative told me they spoke to *** informed me that *** had just told them that DVD is working on it and that they will scheduled to come for the fifth time
*** lied to me, she never contacted ***, they contacted her, and when they did, she told them they are were working on itThey never told *** that the machine was unfixable, like she said she would
On July 26, I left *** a message stating that I had been without a machine for days and DVD cheated meOn July 27, I was out of town; *** called and left me a message saying they will exchange my machineTwo hours later *** called me, and told me they deemed my machine unfixable and they are going to return my moneyJuly 28, I called *** and told her that *** will refunding my moneyI asked *** why now after day and also told her that if they exchange it weeks ago I would have been the happies customer*** apologized and admitted that they should have handle it betterI informed *** that *** would refund the sale price of the machine but that they would not refund Dollars sales taxI asked if she could refund them and she said no
To my surprise, I found the Revdex.com email on the July In conclusion, *** never took me seriously and they only reacted when I wrote to the Revdex.comThe least thing Dick Van Dick could do is pay me my 68$ Sales tax that *** refuses to pay, the $installation, and ideally $spent at the laundry mat for a period of days without a machineAnd finally my $8, they stiffed earlier when they installed my washing machine and dishwasher, they told my wife she has to pay $for hoses, she gave the installer $20, and he said he doesn't give changeWe have to get it from DVDFinally, this is was a horrible experience I considered myself an ideal customerI went in to their store to buy two appliances a dishwasher and washer and spent $ I did my part as a customer and was treated poorly and humiliatedI have felt like I am begging hereThey bounce me back and forth between techs and so their so "called warranty"I mistakenly decided to buy from them because as they are a local retailor knowing that I could have bought the machines for a lower cost at different stores

I understand the customers frustration with having to pay the sales tax on an appliance that we didn’t installHowever, at the point of sale we do tell all our customers that if we install the new built in appliance you will not be required to pay sales tax to the State of Illinois We also inform our customers that our installers aren’t “plumbers’ carpenters, electricians or HVAC techniciansIf we arrive at a customers’ home and the appliance installation is above our installers expertise we will just deliver the applianceIf we just deliver the appliance we are required by law in the state of Illinois to charge the customer sales taxI apologize how inconvenient this has been for our customer, but unfortunately, we will not be refunding the sales tax that they are required to payRespectfully, *** *** SrVice President Dick Van Dyke Inc

Dick Van Dyke Inchas read the additional comments and responds as followsWhen our installers attempt delivery in our customer’s homes we must make several assumptions about the installation1) Is the floor solid enough to support the weight of the appliance, 2) will the water shutoffs turn the water offIf the water shutoffs turn and appear to be turning off the water we move forward with the installationHowever, if we have faulty water shutoffs it won’t turn the water off, but from an installers perspective it appears to be shut offWe then begin to loosen the hose to remove it from the washerIt isn't uncommon to encounter a small amount of water when removing the hoseHowever, when the hose comes off the treads holding it in place it turns into a high-pressure stream of waterI apologize that it appears we caused the damage to your home, and that is never our intent to put our customers through this ordeal My question is did your plumber concur that the valve was faulty? If so, we wouldn’t have been able to prevent the water from spilling on your floor during the installWe felt that since the appliance didn’t cause the leak, and no one felt the installer was negligent in his installation effort, that the best recourse was for you to turn it over to your homeowners insuranceAgain, I apologize for the stress that this has caused and I hope that my more detailed explanation help clarify why we recommended what we did Respectfully, *** *** Dick Van Dyke Inc