Dick Van Dyke Appliance World

Dick Van Dyke Appliance World has reviewed the Revdex.com letter from Mrand Mrs*** and responds as follows.We apologize for all the inconvenience we have caused Mrand Mrs*** during the multiple times that we attempted deliveryAs of July 26, 2017, we have refunded the
$that they were promised, submitted an insurance claim to our insurance company to pay for any damages we may have caused, and exchanged both refrigerators that were damaged during the subsequent visitsMr*** has worked with my customer service team to get all their concerns addressed and rectifiedOver the next few weeks they will work with our insurance company to resolve the flooring issuesWe apologize profusely for all the issues we have caused during the delivery processMy hope is that we may be able to earn the ***’s trust and patronage for future business Respectfully,John Shepherd SrVice President Dick Van Dyke Inc

In the state of Illinois if a homeowners buys an appliance that is attached by screws to the home they aren't required to pay the sales tax on the applianceHowever, in this case we didn't install the appliance and are know required to charge sales taxThe refund the consumer received was less the
sales taxWe apologize for the inconvenience this may have caused but we must charge sales tax to be compliant with state laws. John Shepherd Dick Van Dyke Inc

Initial Business Response /* (1000, 5, 2015/06/12) */
I've reviewed the information sent to Dick Van Dyke Incregarding Mrs*** Dick Van Dyke Incresponds as follows:
I have looked into all of the information I have on this complaintI show that we have tried to contact Mrs***
twice today (6/12) to offer her an opening either today or tomorrowWe have yet to receive a responseWe are sorry that our schedule is booked upIt is our busy season and we try to get all of our customers a service appointment as quickly as we canWe did have Mrs*' *** work order with our dispatcher to call her when there was an immediate opening, if it was before the time that she was already scheduled
We are truly sorry she feels as though we have not taken care of this matter the way it should have beenWe try our best to take care of all of our customers in a timely and professional matter
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World

On July 27, Mr*** called our company because his refrigerator was experiencing a frost buildup in the vents and not coolingDick Van Dyke Incdispatched out a factory trained technician to diagnose why the refrigerator was frosting upOur technician diagnosed a faulty defrost thermostat
in the freezer compartmentThe defrost thermostats terminates the defrost cycle once a dayIf the thermostat fails the refrigerator will buildup a think layer of frost within a few days and stop cooling. On October 23, Mr*** called back saying his refrigerator wasn't cooling againOn this visit our technician found a faulty sensor preventing the refrigerator from coolingThis is an entirely different part than what we put on previouslyMr*** feels that our diagnosis on July 27, was incorrect and feels we should refund him all of his money after months from the original repairThe sensor unfortunately isn't available any longer due to the age of the refrigerator. If Dick Van Dyke Inchad improperly diagnosed and repaired his appliance on the initial visit it would have failed again within one weekThe refrigerator would have frosted up again and within weeks we would have been back rediagnosing the refrigerator. We tried working with Mr*** to assist with refunding a portion of his money as a customer service effort, but he felt we were just trying to take advantage of himOur initial offer still is available to Mr***We offered him a $refund from the initial repairMr*** paid our company $to repair is refrigerator, we agreed to reimburse him roughly half of what he paid along with a $coupon off the purchase of a new applianceIn total we offered Mr*** a total of $off of a new appliance or $cash. I feel this is an extremely generous offer given the two repairs aren't related at allWe can generate the refund or set up an in-store credit as soon as Mr*** accepts one of the two offers. Respectfully,SrVice President Dick Van Dyke Inc

Dick Van Dyke Inchas reviewed the complaints and responds as follows.After reading the Revdex.com review that was submitted we sent out a service technician to correct any installation issue that Mrs*** experiencedMy service technician *** was able to adjust the electrical and the gasline to get
the appliance to rest where Mrs*** wanted it to setOur delivery schedules our set to maximize the experience of the installers to ensure a positive delivery experienceI apologize that we needed to send two different installers to your homeThe specialty installation department that handles our built in appliances go through a more stringent training process than our regular installation teamYour microwave required our specialty installers to complete the workI regret that your experience was less than you hoped, and we will strive to be more professional on your next visit.Respectfully,John Shepherd Dick Van Dyke Inc

I am rejecting this response because:
What they said was not trueI had to hire a plumber to remove the gas line!!!!!!

I’ve reviewed the following information sent to Dick Van Dyke IncRegarding Ms*** Dick Van Dyke Incresponds as follows: Our records indicate that Ms*** bought a Hot point washer and dryer on April 30, 2016. The appliances that Ms*** bought are entry level
appliances. It has always been that our entry level appliances do not come with an extended warranty. There is nothing noted on the invoice anywhere that she would receive an extended warranty. All of our commercials are truthful and the one Ms*** is referring to is because the unit that customer bought did come with an extended warranty. After I spoke with Ms*** on April 11, I contacted the manufacture to see if they would help us with the repair on Ms*** dryer. I spoke with Adrienne and she gave me an authorization number to be able to cover Ms*** repair under the manufactures warranty. I called Ms*** on April 12, to inform her of this. At that time I was informed of the scheduling issues that had arisen the day before. I then set her up for the technician to be there in a time frame that would work the best for her because of the issue with the time the day before I apologize that Ms*** feels as though she was mislead and not treated fairly. I can assure you that we took every step possible to ensure that the repair would be covered under the manufacture warranty and that the technician could get to her home at a time frame that would work for her Respectfully, *** *** Customer Satisfaction Supervisor Dick Van Dyke Appliance World

Initial Business Response /* (1000, 5, 2016/04/14) */
I've reviewed the following information sent to Dick Van Dyke Incregarding Ms***Dick Van Dyke Incresponds as follows:
On February 15, Dick Van Dyke Incsent a licensed repair technician to Ms***'s home to diagnose
the issue with her Bosch dishwasherOur service technician determined the part that was needed and put it on orderOn March 8, the service technician went back out to put that part onThen, on April 5, our service technician went back out and put on more partsOnce I received the information that Ms*** was upset with how the repairs were handled, I looked over all the informationI had then seen that there was another service call that was set up for a technician to go back out to her home and re diagnose the dishwasherThe service call was set for April 9, The technician charged the service call fee because our policy states that the service call fee is only warranted for daysThe last time the service call fee had been paid was on the original visit on February 15, 2016, which was well past the day markThe technician informed Ms*** that the parts and labor were warranted for the day period and that she would not have to pay for thatI do apologize that the part that was put on was faulty, but we receive parts from the manufactures and it is out of our control if it is faulty, that is why we warranty those parts
I apologize that Ms*** feels as though this was not handled properlyOnce Ms*** pays the service call fee the technician can order the part and come back out to put it onWe cannot service the unit any further until that service call fee is paidIt is stated on the paperwork about the service call fee being warranted for days and the parts and labor being warranted for days
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ultimately ended up calling the dishwasher company who recommended another repair companyThe new company came out and told me that all of the parts are under warranty, which was never revealed to me by dick van dykesThey also said that the problem was a clog in the drain which was fixed the same dayEssentially, the repair man sent out by sick van dykes was completely incompetentAll of the parts ordered and charged for were in errorI will be attempting to get a refund for the previous partsBecause, number they were not needed and number they were under warranty

I’ve reviewed the following information sent to Dick Van Dyke IncRegarding Mr***. Dick Van Dyke Incresponds as follows: On February 17, a certified technician was dispatched to Mr***’s home to diagnose his Whirlpool wall oven. The complaint was that the fan will not
stop running and there was an electrical smell. The technician diagnosed that the wall oven was going to need a new control board. The technician then called into the parts department to try to get the part number and the cost of the part. When he spoke with the parts department he was informed that this part is no longer available to order. The technician let Mr*** know this and handed him a $coupon toward the purchase of a new wall oven. Our service technicians charge $diagnostic fee to diagnose the unit. The service technician did in fact diagnose what was wrong with Mr***’s wall oven. In older appliances there is a risk that a part may be broken while diagnosing the unit. In older ranges the parts inside get worn down and when disassembling the machine to properly diagnose a unit the parts may become damaged I apologize that Mr*** feels as though the situation was not handled properly. Our service technician did diagnose the unit and once he realized the part was not available he gave Mr*** a coupon toward purchasing a new one. At this time, I am unable to refund the diagnostic fee that Mr*** paid Respectfully, *** *** Customer Satisfaction Supervisor Dick Van Dyke Appliance World

Initial Business Response /* (1000, 5, 2015/07/16) */
I've reviewed the information sent to Dick Van Dyke Incregarding Mrs***Dick Van Dyke Incresponds as follows:
Mrs*** called into our service department because her refrigerator wasn't cooling properlyWe dispatched out one of
our factory trained service technicians to Mrs*** residenceWhen the technician arrived he diagnosed a faulty defrost controlWe tried ordering a direct factory replacement, but the OEM part wasn't available for purchase any longerOur service technician tried using a generic defrost control which didn't work
We informed Mrs*** that we were unable to repair her refrigerator due to the unavailability of the part from our suppliersShe felt since we were unable to repair the appliance that we should refund her the service call feeWe shared with Mrs*** that we offer a $coupon towards the purchase of a new appliance, but since we did diagnose the refrigerator we wouldn't refund the service call fee
We apologize for any inconvenience this may have caused to Mrs***We appreciate her patronage and hope to earn back her business in the future
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
on April 29, I spoke to Dick Van Dyke's service department - gave them the make and model of my refrigerator/freezer and told them the evaporator fan was not working correctly - would run but not at full poweron May 1, a serviceman from Dick Van Dyke arrived - agreed the problem was the evaporator fan and said he could repair it with a $part (all of this is on their work order #XXXXXX)I was told it would take to days to get the part and repair the applianceOver two weeks later they called and stated they had received the wrong part and it would take another days to get the right partWhen the serviceman arrived with their part he realized that part would not correct the problem - picked up his tools and leftA neighbor then asked if he could look at the appliance figured out how to make the repair - ordered a part which cost less than $and completely repaired the Amana refrigerator/freezerFinding their service completely unacceptable I spoke to their store manager in person - who also agreed they had not handled this situation properly and that he would have the store's supervisor call me the next dayI received a call from a young lady that would only say "we never refund a service charge" discounted the fact that I told them the problem before the serviceman even looked at the appliance and that his knowledge of the appliance was inadequateSince I stated the exact make & model of the refrigerator/freezer and the part that was not functioning properly, they should have sent a service person with knowledge of that type of applianceSince that failed to happen, I feel it only fair that they return my $service feeThank you!

Initial Business Response /* (1000, 5, 2016/09/15) */
I've reviewed the following information sent to Dick Van Dyke IncRegarding Mrs***Dick Van Dyke Incresponds as follows:
On August 19, I received information from our service manager that Mrs***'s unit was deemed non
repairableI gathered all of the information and looked into the repair historyOn August 19, at 3:37pm I contacted Mrs*** and let her know that I would create an in store credit for the entire labor amount and the entire part amountThe credit amount was The only things not credited were the service call fee, the supply charge, and the fuel chargeThe reason those were not credited is because the technician did diagnose the unit and used fuel and supplyMrs*** stated that she would go into the store to pick out a new unit with her creditWhen Mrs*** came into the store the salesman called to verify the credit amount, I was away from my desk at that time and called him back when I returnedWe verified that there was in fact a credit amount of and the salesman then contact Mrs*** backThe salesman notified Mrs*** that he could order the refrigerator and that she would need to come back in and pay the remaining balance and sign the paperworkMrs*** agreed to come back in, but never showed back upThe salesman tried to contact Mrs*** again, but was unable to get in touch with herThe salesman then had to cancel the order for the refrigerator because he did not hear anything back from Mrs*** in regards to this
I apologize that Mrs*** feels as though Dick Van Dyke Incis not handling the situation the way that it should beI have credited the entire part and labor amount for Mrs*** to purchase newI explained to Mrs*** that she would need a new refrigerator and this was the quickest way to have the money available for her to purchase one
Respectfully,
***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We DO NOT ACCEPT this responseAs stated in the first letter WE DO NOT WANT STORE CREDIT! We want "OUR MONEY"...I repeat "OUR MONEY" BACKThis IS NOT your moneyWhat you are doing IS WRONGPlease send us a check RETURNING OUR MONEYWE DO NOT WANT TO DO BUSINESS WITH Dick Van Dyke AppliancesWe do not trust you and your practices are unethicalWE WANT "OUR MONEY" back ASAP
Final Business Response /* (4000, 9, 2016/09/22) */
I've reviewed the following information sent to Dick Van Dyke IncRegarding Mrs***Dick Van Dyke Incresponds as follows:
I understand that Mrs*** would like the money back in a check formHowever, we offered an in store credit to purchase newMrs*** accepted that in store credit on August 19, I informed Mrs*** that I would then create it that day so that she could come in same day to get a new refrigerator and not have to wait any longerThe is still set up in her account for Mrs*** to use to purchase a new refrigerator
I apologize that Mrs*** feels as though Dick Van Dyke Incis not handling the situation the way that it should beI created the in store credit the same day that Mrs*** accepted the creditI informed Mrs*** that it would be available that day to use in the storeI can also waive the delivery fee for a new refrigerator for Mrs*** because she is a valued customer of Dick Van Dyke Inc
Respectfully,
***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World

I am rejecting this response because:
As explained in my initial complaint, my problem with the $fee is because when my wife called to schedule the 2nd diagnostic she was explicitly told that it would be covered under the initial diagnostic fee and she would not be charged again There was no mention of a fee if the tech did not find a problem, and we likely wouldn't have had him one out again had they told us that The $fee is minimal but the fact that we were told one thing and charged another is unacceptable

Initial Business Response /* (1000, 5, 2015/07/08) */
I've reviewed the information sent to Dick Van Dyke Incregarding Mr***Dick Van Dyke Incresponds as follows:
We do show that we were out to Mr***'s home on 7/7/to fix his range hoodThe technician reported back to me
and let me know that the range hood was back in working orderWe informed Mr*** from the beginning that we would be more than willing to fix the range hoodI informed them that if we were able to switch out this unit it would take us longer to receive another piece than it would to fix the range hoodMr*** then notified me that he would like to return the range hoodI informed him that he was more than welcome to do that, but there would be a restocking fee
We are apologize for all the inconvenience this may have caused to Mr*** during this repair
Respectfully,
*** ***
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have had numerous futile conversations with themThe hood has been looked at or fixed by three different technicians, but the problem is not solvedThe technician came to fix the hood on July 7, but the hood is still not working, and we are still facing the same problemSince ever the hood was installed on June 4, we have never been able to use itThe unit is obviously defective
My wife, *** visited the store on July 8, talked to Mr*** *** and showed him picture of the hoodAs per suggestions of ***, *** called DVD Springfield office and talked to ***Later *** called back and told her that she has received the letter and the picture of the hood that vidya had given to ***, also she got the message from *** (that vidya gave her for ***)She said that she is leaving the office early today (July 8th), but she will call tomorrow
*** called *** at 9: am today (July 9th) She told her that she is going to send a senior technician to fix the unit, Vidya told her that is not agreeable since the unit is defective and had already been checked by different technicians four timesIn this regard, we feel that it is important to bring to your attention that the first time when the technician tried to turn it on after instillation, he got an electric shockThe second technician when turned the hood after fixing it, the circuit blew upBesides, even after changing the old part with new one, it did not workVidya told her either to replace the defective unit with a brand new functional unit in two to three days or return our money (cost plus installation charges which we have already been paid)
The technicians have come four times to fix it, but the problem is still unsolvedIn addition to that we have wasted time and going through the inconveniences of not having light and fan over the cooking rangeWe don't want the defective unit in our kitchen just to store it for Dick Van Dyke's convenienceIn this regard, once again we request you to please help us in resolving this matter with Dick Van Dyke
P.S
*** just called and informed Vidya that a brand new unit has been ordered which will be installed on July 18, We hope that they will keep their promise
Final Consumer Response /* (2000, 8, 2015/07/10) */

I am rejecting this response because:
They are sending out a senior service person on Thursday (November 16 2017) but my understanding to the situation is it cannot be fixed. I am willing to see what he has to say but I don’t think it will resolve the problem.

Initial Business Response /* (1000, 5, 2016/05/24) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Mr. [redacted]. Dick Van Dyke Inc. responds as follows:
On January 27, 2016 Mr. [redacted] called in wanting to speak with a manger regarding his service call. He informed...

me of the problems that he had with the technician that came to his home. After considering all the information I had, I refunded him the 35.00 service call fee that he paid. I 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 done. Mr. [redacted] called back in and set up a service call for our technician to come out to his home to diagnose the dishwasher again. When our certified technician arrived at the home he discovered the same issue as the previous service call. The dishwasher pump needed to be cleaned out as there was a lot of debris in the pump. When I spoke with Mr. and Mrs. [redacted] about this service call I informed them that I was unable to refund or waive the labor on this particular service call. I explained to them that this is regular use and care of the unit and should be done on a regular basis. I 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 having. In March of 2016 Mr. [redacted] called back into Dick Van Dyke Inc. to set another service call. Another certified technician went out to Mr. [redacted]'s home and found that a fuse had blown and the technician fixed the issue. When 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 30 days, and at this point we are well over the 30 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 technician. If 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 /* (3000, 7, 2016/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response shows that the 1st 2 techs and Amanda are incompetent at their job and that the customer pays for their incompetency. This is illegal and fraudulent. Charging 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 $11,000 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 magic. He said he would charge me a service fee. I 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 fee-He said 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 it. He then made his way back upstairs to find me and informed me he could not waive the fee and changed his mind. I 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 leave. I 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 2 full cycles and it did not clean the tiny bit of residue at all. Then we used a different brand, it helped clean all residue. The tiny bit that was actually in our dishwasher.
After this, the dishwasher STILL did not dry. So, 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 problem. He then concluded that the filter was clogged so he cleaned the filter out, had our babysitter sign the paper and off he went. Absolutely no phone call asking to perform this service. I never gave him permission to let our babysitter sign the paper. Our babysitter would have no idea what she would be signing. We specifically told him to call us when he comes across the problem. After he left and we read on the paper it was due to a clogged filter, I still didn't think that was the problem. I 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 2 years. Also, 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? Nope. It still didn't fix the problem! I still am being charged for him cleaning the filter when IT DIDN'T FIX THE PROBLEM. Which is illegal! I am even being charged for a $10 billing fee because they had to bill me! They never told me it would be $10 to bill me!
I called Amanda and told her our dishwasher STILL isn't fixed even with 2 technicians that came out. She 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 2 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 20 min to diagnose this problem and NOW OUR DISHWASHER IS FIXED!!!!! YAY!!! Finally, after 2 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 2 technicians check this valve?!?!?!?!?!
Also, we have been dealing with this since January and NEVER got told that there was a 30 day warranty period for service work! Overall, this 30 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] again. If 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 /* (4000, 9, 2016/05/27) */
I've reviewed the following information sent to [redacted] Van [redacted] Inc. Regarding Mr. [redacted]. [redacted] Van [redacted] Inc. responds as follows:
After receiving this rebuttal I decided to talk with a manufacture representative about this unique situation. I asked him if the unit needed to be cleaned would it affect the drying capabilities of the unit. He stated that sometimes that is the case. Based on what he stated I made the decision to reverse the charges that Mr. [redacted] was being billed for. I did this because I do not want to upset a valued customer based on it being a possibility. I created the transaction today to reverse the charges in Mr. [redacted]'s account. If 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 /* (2000, 11, 2016/05/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/11/27) */
I've reviewed the following information sent to Dick Van Dyke Ins. Regarding Mr. [redacted]. Dick Van Dyke Inc. responds as follows:
On 10/17/15 Mr. [redacted]'s new washer and dryer combo was delivered to their home. Our sales staff then received a...

call stating that this new unit would not fit and that a different one was needed. The sales staff got all the information lined up and taken care of to get a new washer and dryer set out to Mr. [redacted]. After the delivery was done I was then notified of damages to the home from Mrs. [redacted]. I informed her I would gather all the information and give her a call back. After reviewing all the information I had found where there were two different invoices that were signed stating that there was no damage to their home or their appliance. Mr. [redacted] stated that he had not received any paperwork regarding this. I emailed him a copy of his paperwork on 11/10/15 showing him where the signature was stating there was no damage to their home or appliance during either delivery.
We are sorry that Mr. [redacted] does not feel that this matter was handled appropriately. I did explain to him all of the documents that were signed and what all the policies are.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 12, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The signatures on this paper work is not my wife's or mine. My wife refused to sign this when the installer was here. Ms [redacted] offered my wife $75.00 to settle our claim. My wife wanted to see what it would cost to make the repairs before settling. A few days later MS [redacted] called and said that my wife had signed that there was no damage, and that she should have taken the $75.00. Because now she was not getting any thing.
At this time I am going to turn this over to our attorney. We are going to make a complaint to the Consumer Affairs office at the Attorney Generals Office. We are also going to make a complaint about false advertising regarding the 'Free Five/ten warranty'. The salesman stated that if he lowered the price to what I could get elsewhere we would not get the "Free warranty'. There are questions of who signed these documents with our names.
My wife ordered the unit, I only got in when I saw the price, and when the Dick Van Dyke store would not stand up and pay for the damages.I also would have asked them to return our unit had their installer not torn it to pieces before taken it out. The person representing the DVD store is not doing them any good. Our lack of Good Will from them will go a long way. We had purchased the unit that was being replaced at DVD and had always referred our friend and family to this company. No more.
[redacted]

Initial Business Response /* (1000, 5, 2016/08/23) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Mrs. [redacted]. Dick Van Dyke Inc. responds as follows:
On August 4th I received information regarding Mrs. [redacted] stove. I then contacted the technician to gather all...

the necessary information. He informed me that he needed to order different parts, because the manufacture provided Dick Van Dyke Inc. with the wrong part numbers. He also informed me that there were a few more parts that were needed to fix Mrs. [redacted] stove. I asked him to provide me with the necessary quote for the entire repair. The quote to fix the unit was 386.24 for everything. I made the decision to waive the service call fee and the mileage for Mrs. [redacted] due to the fact it was not her fault we received the wrong parts the first service call. The technician did need to order gas lines because they broke while he was doing initial repair. The reason they broke is because the lines were corroded, and the technician had no way of seeing this until after they broke. After the information was provided to Mrs. [redacted] she stated that she no longer wanted to go through with the repairs on the unit. Also, the service call fee amount is applied to the labor amount if Mrs. [redacted] agreed to go through with the repair. The first trip the tech came out Mrs. [redacted] was charged a 60.00 service call fee and 36.00 for mileage. The second trip Mrs. [redacted] was charged 36.00 mileage and an extended diagnosis fee of 37.00.
I apologize for the inconvenience that Mrs. [redacted] experienced with this repair. However, I did waive the mileage fee and the second service fee to accommodate Mrs. [redacted]. The repair that was needed was going to be something that was going to need to be paid for to fix the unit.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2016/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the response provided to the Revdex.com by Dick Van Dyke Appliance regarding my complaint #XXXXXXXX. I do not accept their response. The information provided is partially inaccurate and their offer does not sufficiently resolve my complaint.
Dick Van Dyke customer service gave me false and/or misleading information when I initially called to inquire about their service and fees. I was led to believe that all service call related fees would be credited to my repair bill. It was not until the second service call that I was informed this was not true. Not only was it not true, but the service technician explained that this was a common consumer complaint for Dick Van Dyke and that the company had just held a meeting to discuss the exact issue. This confirms that the company is aware of the issue and is not being upfront. Furthermore, regardless of their initial promise regarding their fees , both the first and second service calls should have been refunded due to the following reasons.
The first service professional did not accurately or fully diagnose the problem with the range, nor did he accurately quote the repair. The second service call consisted of the technician bringing the wrong parts, disassembling the range without permission, and breaking additional parts that I was expected to replace at my own cost. By the time I realized the extent of what he had done, the stove required hundreds of dollars in repair. Please understand, this stove was in working condition prior to the second service call. Had I realized that the total cost to repair the stove through Dick Van Dyke would cost me at minimum $169 for the first two service calls, another $386.24 in parts, and charges for an additional service call, labor costs and mileage fees, I would have chosen to use a different means to repair the stove. Contrary to their response to the Revdex.com, no fees were ever waived. I paid for all charges with nothing waived. I can provide the Revdex.com with the bills and cleared checks if necessary.
I was left with a stove that was no longer usable and a potential repair bill in excess of $500 ($386.24, plus $60 service fee, $36 in mileage, and hourly labor costs) not including the $169 I had already paid for two ineffective service calls. The company gave me false information to gain my business, diagnosed my repair incorrectly, broke additional parts in the range and left me with a stove that is not usable. I feel Dick Van Dyke should refund me the full amount of both service calls ($169) and provide compensation for the stove they left unusable.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2016/07/14) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Mrs. [redacted]. Dick Van Dyke Inc. responds as follows:
On July 14, 2015 I contacted Mrs. [redacted] once I received information that she was unhappy with how her delivery...

and install went. I apologized to her and let her know that I was unaware of the issue until the day after her delivery. I explained to her that I would handle my staff internally, but that the issue should have never been handled the way that it was. I explained to Mrs. [redacted] that if Dick Van Dyke Inc. screws up, we make it right. I let her know that I would refund half the labor amount for the installation. Mrs. [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 process. I appreciate Mrs. [redacted]'s willingness to allow Dick Van Dyke Inc. to work through this and have a satisfactory result for both parties.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (2000, 8, 2016/07/15) */
Amanda contacted me today and corrected the issue for me. Please close this complaint as resolved

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 5/10 year protection plan. On March 8, 2017 we received a call from the customer stating the range was not turning on and the display...

went black. We dispatched out a factory trained technician and he diagnosed a faulty thermostat. He replaced the thermostat on March 14, 2017 at no charge. On June 21, 2017 the customer called back with a similar complaint about their range. We dispatched out our service technician and he replaced the faulty thermostat again. On October 19, 2017 the customer called back and said the oven is locking up. We dispatched out our technician and he diagnosed a thermal cutout on the range. On October 23, 2017 the thermal custout was replaced. We 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 labor. Our protection plan states that "after 4 different mechanical failures the unit may be replaced upon customer request". Unfortunately this appliance doesn't qualify for our no lemon exchange. We appreciate the customer contacting the Revdex.com and look forward to serving them in the future.  Respectfully,[redacted] Sr. Vice President Dick Van Dyke Inc.

Initial Business Response /* (1000, 5, 2016/05/17) */
I've reviewed the following information sent to Dick Van Dyke Inc. regarding Mr. [redacted]. Dick Van Dyke Inc. responds as follows:
On April 21, 2016 Mr. [redacted] called in stating he was having issues with his GE washer. The service center set...

up a service call for the technician to come out and diagnose what the issue may be. Our technician found that he needed to replace the inner and outer tub. When those parts came in our technician went out first thing that morning with the parts to replace them, only to find he needed a few more parts to fix the washer. When those parts came in [redacted] Van [redacted] Inc. made the decision to send one of our more senior technicians out to do the job to ensure that would be the final repair on the washer. Dick Van Dyke Inc. made this decision so that Mr. [redacted] wouldn't have to wait any longer and would be assured that we were handling this issue. On May 13, 2016 our senior technician went to Mr. [redacted]'s home and completed the repair on the washer.
I apologize that Mr. [redacted] feels as though this issue was not handled properly. Dick Van Dyke Inc. ensures that we are ordering the parts from the correct vendor to get them in a timely matter, as well as, receiving the correct parts for the job. The senior technician informed me that Mr. [redacted]'s washer is up and in working order.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World