Dick Van Dyke Appliance World

Initial Business Response /* (1000, 5, 2016/06/02) */
I've reviewed the following information sent to [redacted] Van [redacted] Inc. Regarding Mr. [redacted]. [redacted] Van [redacted] Inc. responds as follows:
On May 26, 2016 Mr. [redacted] called in stated that he is tired of all the repairs and just wants his money back...

for them. I spoke with Mr. [redacted] and let him know that I can send the technician back out to take a look at his washing machine to determine what is wrong with the washer. The technician went out to Mr. [redacted]s home and called me while he was there. When the technician called me from the home he stated that he has put on all the parts that the manufacture recommended and that the manufacture was unsure what would fix the problem at this time. I then called Mr. [redacted] and set up for the tech to put the parts back on the unit so that I can refund Mr. [redacted] the money for his repairs. Once the parts were put back on the washing machine, I created the refund to Mr. [redacted].
I apologize for the inconvenience that Mr. [redacted] experienced during this process. I appreciate Mr. [redacted]'s willingness to work with us to come to a satisfactory resolution for both parties involved.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
[redacted] Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2016/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund has yet to appear in my account. Until this happens, this complain should remain open.
Additionally - all phone calls placed once [redacted] (the tech) left have been unreturned. The washing machine does not function what-so-ever at this point, after [redacted] installed all of the old parts.
All it does is fill with water and then sit. Unbelievable lack of integrity.

Initial Business Response /* (1000, 5, 2015/10/05) */
I've reviewed the information sent to Dick Van Dyke Inc. regarding Mr. [redacted] Dick Van Dyke Inc. responds 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 refrigerator. After parts delivery being pushed back from the distributor, We informed Mr. [redacted] that the part would be in on October 5, 2015. Once we receive that part on the 5th we will complete the repair. We 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 has. We want to make sure that Mr. [redacted]'s refrigerator is completely fixed before sending it back to his home. We would also like to offer Mr. [redacted] the maximum amount allotted for food loss of $100.00.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (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 through. They are replacing my refrigerator this week. I am now completely satisfied.

I have reviewed the complaint filed with your office and Dick Van Dyke Inc. responds as follows. Mrs. [redacted] called our service department to diagnose an issue with her Whirlpool gas range. The service technician diagnosed several parts that needed to be ordered to correct the issue with her range....

When the technician came back to Mrs. [redacted]’s house to repair her range, he discovered that she didn’t have a gas shut off behind the range. Mrs. [redacted] had a copper gas line coming through the floor and looping behind the appliance.  The ideal installation set up is to have black iron pipe with a gas shut off behind the appliance. All new and remodel construction requires black iron or similar piping to be installed with an independent shut off for safety reasons. The technician repaired the appliance and left the residence. Mrs. [redacted] called back stating that she smelled gas. The copper gas line was kinked at the floor and was leaking a small amount of gas. The copper gas line looked like it had been kinked before, but unfortunately, we were there when it broke. Dick Van Dyke Inc. agreed to pay for a portion of the repair because we did service her range. However, Dick Van Dyke Inc. isn’t responsible for bringing Mrs. [redacted]’s house up to code. The customer hired a plumber, and he updated all the gas plumbing to her range.   We agreed to pay a portion of the bill which resulted in us sending her a check for $100.00. We apologize for causing an issue in Mrs. [redacted]’s home, but expecting Dick Van Dyke Inc. to update all the range plumbing was something we weren’t willing to do.   Respectfully, John Shepherd Sr. Vice President

Dick Van Dyke Inc. has read the complaint and responds as follows. I'm unable to find a sale under [redacted]n with the telephone number provided. I'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 system. I am happy to...

research this situation and respond to our customers complaint, but I will need a complete model and serial number. If 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 sale. I look forward to hearing back from our mutual customer. Sincerely,John Shepherd Dick Van Dyke Inc.

Initial Business Response /* (1000, 5, 2015/11/09) */
I've reviewed the information sent to Dick Van Dyke Inc. regarding Mrs. [redacted]. Dick Van Dyke Inc. responds as follows:
On 9/8/15 I spoke with Mrs. [redacted] regarding the service fee she was being charged. I explained to her that her warranty...

states if the technician does not find that there is anything mechanically wrong with her dishwasher there would be a service charge. Once Mrs. [redacted] explained to me that the service representative did not quote her the service fee, I made a judgment call to waive Mrs. [redacted]'s service fee for customer satisfaction. I was unaware that the technician diagnosed that the reason the dishwasher was damaged was caused by customer abuse. The Senior Vice President then made the decision not to refund the service call based on what the warranty states. Mrs. [redacted]'s warranty states that if there is evidence of customer abuse, the customer is responsible for payment to fix the appliance. The Senior Vice President then spoke with Mrs. [redacted] and explained to her why he made the decision to reverse the service call fee being refunded.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response, because it is simply a retelling of recent events that excludes all the problematic points. There was no acknowledgement of DVDAW's repeated misinformation and apparent deception, nor was my desired resolution even addressed.
Over the course of my recent interactions with DVDAW, I was given contradictory information on at least 4 major points:
1. Repair Coverage: First I was told this part on my dishwasher was covered by the 5/10 year protection plan (scheduling lady); BUT then I was told it was not ([redacted] and other staff); BUT then I was told again that it was covered ([redacted].)
2. Reason not to fix: According to [redacted]'s clear explanation, he could not fix my dishwasher solely because he did not believe the broken part was covered under the PP. BUT according to [redacted], [redacted] couldn't fix it because "customer abuse" resulted in the PP not applying to my situation. (Let me be clear, here, that I have a copy of the work order that [redacted] wrote for me, stating he'd "talk to [redacted] to check on coverage." He simply didn't think he had clearance to fix a "handle" without proper clearance from "[redacted]," as the work order states. There was no mention of abuse. If [redacted] made notes about it, as [redacted] claims he did, they were added after I signed off on the work order. Fishy, huh?
3. Void Warranty Penalty: According to [redacted], if I didn't pay the service fee before he left my house that day, I would forfeit the remainder of my warranty (the 5/10 yr PP). BUT according to [redacted], that is not true. The warranty would simply be suspended until payment was received, and then resumed.
4. Refund Issued: [redacted] said my $60 refund had been issued and was on its way to me via mail. BUT this was, in fact, not true. The refund was reviewed by someone else ([redacted]?) and denied. I was never informed of this (nor, perhaps, was [redacted]) until I chased after that information, myself, through a series of phone calls.
In addition to all this deception (intentional or not) was my troubling phone conversation with [redacted], the Sr. VP, in which he insisted that I was covering up dishwasher abuse, insisted that I did not have any reason to be frustrated, insisted that I would not receive one penny back from DVDAW (even when I offered for my PP to be permanently void), and insisted that I was solely to blame for this entire situation.
All of thiswith the exception of my conversation with [redacted] in my homeis documented and can be confirmed in DVDAW's voice recordings.
Furthermore, there is a conflict of interests by having [redacted] address this complaint. [redacted] was the Customer Service Representative who handled my original complaint in September. She provided good customer service at that time, looking into the situation and making the decision to refund my $60 fee. [redacted], the SrVP, overruled her and overturned her decision for reasons that seem deceptive, petty, and difficult to prove. And now she is expected to deal with the fallout of problem she did not createand in fact, worked to avoid. If the SrVP will overrule the CSR's decisions, it should be the SrVP handling the consequences of that, not the CSR. Besides, I'm asking for a $60 refund, and [redacted] ALREADY ISSUED THAT and was overruled by [redacted]. I am not asking for a repeat of this process!
It is foolish and dishonest for DVDAW to deny that these problematic events took place.
If these were all honest, circumstantial mistakes, then by all means DVDAW should acknowledge the unfortunate circumstances and offer the customer a refund as a sign of goodwill. If these were systemic communication issues or intentional cover-ups, then they owe the customer an apology as well as a refund, and owe it to future customers to address and correct these problems across departments. I hope the former is true.
Sincerely, [redacted]

I’ve reviewed the following information sent to Dick Van Dyke Inc. Regarding Mrs. [redacted].  Dick Van Dyke Inc. responds as follows: In December of 2015 Dick Van Dyke Inc. sent 2 service technicians to Mrs. [redacted]s home to put on a new drain hose and a new gasket.  When our technicians left...

Mrs. [redacted]’s home the unit was installed and working properly.  On February 3, 2017 Mrs. [redacted] called stating that the front of the dishwasher was not flush with the cabinets.  Our technician went out on February 6, 2017 and found that it needed mounting brackets for the unit.  On February 10, 2017 the technician went back to Mrs. [redacted]’s home to install those parts.  Mrs. [redacted] was charge for this because the unit was installed December 11, 2015.  We have a 30 day warranty on all installations.  It was well past the 30 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 2 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

I’ve reviewed the following information sent to Dick Van Dyke Inc. Regarding Mr. [redacted]  Dick Van Dyke Inc. responds as follows: Our records indicate that Mr. [redacted] called in for service on April 13, 2017 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, 2017 to install it.  On April 20, 2017 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, 2017 to cancel his appointment because he said the refrigerator seemed to be running fine and that he would monitor it.  On April 24, 2017 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 $25.00 extended diagnosis fee.  The $39.00 that Mr. [redacted] was charged on April 13, 2017 was to diagnose the unit.  The $25.00 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 $25.00 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

I am rejecting this response because:The blower was actually purchased on a credit card on 6/3/17 not a check as incorrectly stated. The incorrect in store credit was never communicated to me at all but am glad they have sent a refund check almost 2 months later. I will consider this issue resolved just wanted to correct the false report that it was all checks as it was not all done via check.

Dick Van Dyke Appliance World received the letter from Mr. [redacted] and we respond as follows.The appliance manufactures require all of their field servicers to attempt repair before they grant an exchange request. We attempted to repair Mr. [redacted]'s appliance and when it was deemed that we were...

unable to repair it in a timely manner, we agreed to exchange his product. Mr. [redacted] received his new product and is currently using it with no issues. We apologize for any inconvenience this repair may have caused Mr. Solysiak, but we are delighted that his new machine is working fine. [redacted] Dick Van Dyke Inc

Initial Business Response /* (1000, 5, 2016/01/27) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Mrs. [redacted]. Dick Van Dyke Inc. responds as follows:
On December 23, 2015 Mrs. [redacted] called in stating that they have had issues with their washer purchased on June 13,...

2014. 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 6 that Dick Van Dyke Inc. will replace the covered appliance upon customer request if four different mechanical failures occur within any 12-month period in the first five years. Mrs. [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 issue. Once our technicians came to Mrs. [redacted]'s house to complete the repair they found more underlying problems then the initial visit. They informed Mrs. [redacted] that they would need to order more parts in order to fix the unit properly. The technician also recommended that it be brought to the shop because the space in Mrs. [redacted]'s house was very limited which makes it difficult to complete the repair as needed. When 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 ETA. Once I received this information I implemented line 14 on Dick Van Dyke Inc.'s warranty certificate. Line 14 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 World. I offered Mrs. [redacted] the pro rate amount of 887.64 toward the purchase of a new appliance. Mrs. [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 washer. We then picked up the appliance from Mrs. [redacted] and brought it to our shop for the technician to work on. When the technician went to work on the unit he informed me that not all the parts were there to complete the repair. At 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 her. On January 26, 2016 Dick Van Dyke Inc. brought Mrs. [redacted]'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 was. The repair that was done on Mrs. [redacted]'s washer would have costed her over 500.00. Mrs. [redacted] was only responsible for the delivery and mileage charge to bring her washer to the shop and back to her. We 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 /* (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 inaccurate. However, I have spoken with Mr. [redacted] the Vice President of the company and he has made right. Thank you Mr. [redacted].
Final Consumer Response /* (2000, 8, 2016/02/03) */

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 /* (1000, 5, 2016/07/05) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Mrs. [redacted]. Dick Van Dyke Inc. responds as follows:
On June 28, 2016 I received a phone call from Mrs. [redacted] stating that she did not feel that there was mouse...

damage to her dishwasher. I let her know that I would have a different service technician come out and diagnose the unit. When 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 dishwasher. I let Mrs. [redacted] know that we would cover the repair under warranty based on what the second technician had found. The day of the repair the first technician informed us that he had put the unit back together when he left her home. When the second technician had arrived to look at it he noted that the dishwasher had been taken apart. I called Mrs. [redacted] and informed her that her warranty would be voided due to the fact that she took her unit apart. I 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 process. I have called and left 2 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 me. If he determines that there is no evidence of abuse from the customer, then that technician will repair the unit for the customer under warranty. Once 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 /* (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 fixed. I could not schedule any sooner than July 19th, which is farther out than the ten day window set to respond to this letter. If they follow through and actually fix the dishwasher I will be happy to close this complaint. If not, I will be asking you to reopen this case.

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 refrigerator. Our factory trained service technician arrived at Mrs. [redacted]’s home on 5/23/17, and he...

diagnosed a faulty auger assy. The auger assembly is a common problem with the Samsung refrigerator’s. Our 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 again. Our technician was again dispatched to the customers home. He diagnosed a faulty icemaker. The icemaker wasn’t changed when we completed the previous repair because the two repairs weren’t related. However, 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 repair. Unfortunately, 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 price. The customer refused the repair because of the cost. The 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 liner. We 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 labor. We 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 Sr. Vice President Dick Van Dyke Inc.  ell us why here...

Dick Van Dyke Inc. can send out a more senior technician to look over the appliance and address every issue she is experiencing. I'm am unaware of a situation that [redacted]  will not be able to assist us with to resolve their complaint. We will call the customer on 11/9/17 and schedule for our senior technician to assess the appliance. Thank you for assisting with the resolution of this complaint.  [redacted] Sr, Vice President Dcik Van Dyke Inc.

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

Initial Business Response /* (1000, 10, 2015/08/20) */
Contact Name and Title: [redacted]
Contact Phone: 217-544-8180
Contact Email: [redacted]@appliance-world.com
I've reviewed the information sent to Dick Van Dyke Inc. regarding Mr.[redacted]. Dick Van Dyke Inc. responds as follows:
We do...

realize that our technicians have not completely repaired Mr. [redacted]'s dishwasher. We 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 unit. We 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 30 min with no issues. Our 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 /* (3000, 14, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The facts provided by Ms. Taylor are not correct. First, when the technicians were at my home for the third time they did not run the dishwasher for 30 minutes as stated. They ran it for 5 minutes while they cleaned up their tools. After which they shut it off and left. The 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.
Ms. Taylor 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 it. At this time this had gone on long enough and after being inconvenienced for 4 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 4 weeks, in the end did not receive what was paid for. I 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 10 minutes and had it fixed within 3 days of the part coming in.
Respectfully,
[redacted]
Final Business Response /* (4000, 16, 2015/08/27) */
I've reviewed the information sent to [redacted] Van [redacted] Inc. regarding Mr.[redacted] Van [redacted] Inc. responds as follows:
The technician that was out at Mr. [redacted]'s house is one of our most experienced technicians in our company. He has been with us for over 17 years. In his past performance, there is no reason to believe that he would lie to us about the information of Mr. [redacted]'s service call. When 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 unit. We 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 refund. We 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

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 $97.00 (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 Inc. was forced to reschedule until the upper cabinet had been raised.  It is difficult to prove whether our sales associate ([redacted]) 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 309-663-4999 x. 8601 217-398-7867 x. 8719

Initial Business Response /* (1000, 5, 2016/03/31) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Mr. [redacted]. Dick Van Dyke Inc. responds as follows:
On December 1, 2015 one of our certified technicians went out to Mr. [redacted]'s residence to look at his LG...

washer/ dryer combination. The technician found that it needed a new main board. The technician ordered the board and came back out on December 8, 2015 to put that part on. Then, on February 25, 2016 Mr. [redacted] called in again stating that he was having the same issues as before. One 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 fee. When 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 advice. The manufacture and the technician both determined that the machine was working the way that it should be. While 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 manner. The policy of LG and Dick Van Dyke Inc. is 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 /* (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 worked. After the "dry" cycle, clothes have to be hung for 2 days to dry. That may fit Dick van Dyke's definition of a "working" dryer but it does not fit any reasonable person's definition. I advise everyone to stay as far from these con artists as possible. You're just as well off (probably better off) buying from "big-box" stores.
Final Consumer Response /* (3000, 13, 2016/04/06) */
I have since contacted LG directly. LG 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 appliance. I cannot see where a service fee will be charged to me if the technician cannot properly find and correct the problem. It DOES give LG the option of taking it to their service center and/or replacing the unit. It 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.

Dick Van Dyke Inc. is repairing their product on 12/28/17. Their warranty will pay for all mechanical repairs on their washer. We apologize that it has taken so long to repair the machine, but obtaining the parts from the manufacture took a while. Thank you for you assistance resolving this...

matter. John Shepherd Sr. Vice PresidentDick Van Dyke Inc.

Final Consumer Response /* (2000, 5, 2016/05/24) */
They came out and got everything working so the issue is resolved.