Dick Van Dyke Appliance World

I am rejecting this response because:
[redacted] Thank you for your time on the phone this morning. This is to follow up to the message that I sent on Monday regarding our complaint. As I mentioned on the phone, I had attempted to respond using the Revdex.com system over the weekend last weekend, but was having connectivity issues so I apologize for not getting this through sooner. My husband and I do not feel that Dick Van Dyke has satisfactorily addressed our concerns. As I detailed in our original complaint, we had ordered all brand new appliances from their Champaign location. We had no short of 15 different deliveries/service calls to our home for their company to get us our purchased appliances and likely close to 100+ phone calls. In the process, they damaged our 1 week old brand new hard wood flooring. My husband and I have both spent countless hours organizing time away from our work or calling on family members to be present for these many service and delivery calls. In fact, my husband is now out of personal leave for the year at his place of employment due to the horrible service we have experienced with Dick Van Dyke. We did receive contact from an independent insurance adjuster in relation to our damaged flooring the week of July 12th, but have heard nothing since then. We have asked for a full refund of the amount we paid for our appliances and we will sever our relationship with Dick Van Dyke and go directly to the manufacturer for the warranty on them. We do not have confidence in their service department to continue working with them should issues arise. This refund is also requested in part due to the distress and time their company has caused our family. I am also demanding action for our damaged flooring. Thank you very much for your help on these matters. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/10/09) */
I've reviewed the information sent to Dick Van Dyke Inc. regarding Mrs. [redacted]. Dick Van Dyke Inc. responds as follows:
On 9/1/2015 I contacted Mrs. [redacted] to talk with her and make sure that I had all of the information correct on my paperwork....

When I explained to her what I had, her daughter began cussing and screaming at me. I explained to them that I was just trying to get all of the information in order to make a determination of what Dick Van Dyke Inc. could do. I informed them that we could send a technician out to determine what was wrong with the stove and to fix it. I also informed them that I could have that same technician look at the refrigerator and report back to me to determine if Mrs. [redacted] did receive the wrong refrigerator. I had all the paperwork that stated Mrs. [redacted] received the correct refrigerator and also had Mrs. [redacted]'s signature stating that she received the correct one.
We are sorry that Mrs. [redacted] does not feel that this matter has been handled appropriately. We have tried to be helpful in any way that we can. Unfortunately, we were never able to get any answers on what Mrs. [redacted] wanted us to do. Every time we tried to speak with Mrs. [redacted] her daughter began cussing and yelling at us and hanging up the phone.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World

I’ve reviewed the following information sent to Dick Van Dyke Inc. regarding Ms. J[redacted].  Dick Van Dyke Inc. responds as follows:Our records indicate that Ms. J[redacted] called in on March 23, 2017 to notify us that during the installation there was some water that leaked out during the...

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

Initial Business Response /* (1000, 5, 2016/07/13) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Mr. [redacted]. Dick Van Dyke Inc. responds as follows:
On May 25, 2016 I received information that Mr. [redacted] had come to the store to purchase a dehumidifier. Once I...

received the information I looked into all the paperwork from the technician, because I never received any information to create anything in the system. Once I received the paperwork I found that the technician did in fact note that there would be a refund amount of 217.95. I informed Mr. [redacted] that I would create that in store credit in the system for him to use to purchase the dehumidifier. I created the in store credit on 5/24/16, which was as soon as I received the information. I also apologized to Mr. Blank that I was not notified sooner and that the in store credit was not done in a more timely matter.
I apologize for all of the inconvenience that was caused to Mr. [redacted]. At this time, there is an in store credit of 217.95 set up under his account number for him to use at his leisure.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2016/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Very interesting.
First I need to clarify if [redacted] is the [redacted] that I would have talked to about the end of March. I assume that is the case but cannot guarantee that.
As I said in my original information, approximately 6 weeks after I was told by the repairman that I would receive a full refund - the 35.00 service call, I called the Champaign store and asked for Customer Service. As I mentioned, I had several calls in regard to this. One of the people that I talked to was [redacted], his manager or supervisor [redacted] and another woman that I do not remember her name. If [redacted] was the Customer Satisfaction Supervisor at that time, I would assume that she was the one that I talked to.
I told them that I wanted a refund because that is what the repairman had told me and that is also what was written on the ticket. [redacted] originally told me that I could only get a credit on my account and at that point I said I wanted to talk to someone higher. It was at that point that I spoke to an [redacted] told me the serviceman was not authorized to tell me that I would get a refund. I said that I did not care. That is what I was told and that is what I expected to get. No matter what I said, [redacted] told me that I would not get a refund. I would get a credit on my account.
No matter if it was a different [redacted] or the same one, I spoke to several people about this.
Quoting [redacted] from above - On May 25, 2016 I received information that Mr. [redacted] had come to the store to purchase a dehumidifier. Once I received the information I looked into all the paperwork from the technician, because I never received any information to create anything in the system. Once I received the paperwork I found that the technician did in fact note that there would be a refund amount of 217.95. I informed Mr. [redacted] that I would create an in store credit in the system for him to use to purchase the dehumidifier.
Several things are wrong with this, [redacted] said that once she received the information, she put a credit on my account. I had called to inquire about my refund and then complain about only receiving a credit on my account approximately the end of March. Why would [redacted] not request the information at that time? She told me that I would receive a credit on my account at that time. Did she simply ignore my inquiry and not do anything about it until I called the main office for Dick Van Dyke? If [redacted] would have done her job at that time, I would have had a credit on my account when I came into the store in May.
I cannot tell you the exact days that I called to talk [redacted] because of many things going on in our personal life. I am positive that I called after my mother-in-law who was on hospice passed away in March and before we went to Dallas to visit my brother in Texas who is in failing health. So no matter what the exact date, [redacted] had at least a month to get the credit on my account.
[redacted] never told me that she would create a credit on my account so that I could purchase the dehumidifier. She had told me at least a month earlier that she would put a credit on my account but never did. I could not get a credit on my account the day that I was in the store because nobody was in the store that could do it. I told [redacted] I was buying one someplace else that day since a credit did not exist on my account and that I expected a full refund because of yet another flub on their part. I told [redacted] that if I paid for the dehumidifier that day, I did not trust them to give me my money back. He did not respond to that comment. He did say that he had worked at the store for 14 years and he had never seen something handled this way before. However he did say that he worked the sales side and not the repair side.
If I had never talked to [redacted] (ar others in Customer Service) how would I have know that I was going to get a credit on my account? I was told and was expecting a refund.
I also disagree that [redacted] ever apologized to me. She never did. All she ever did was make excuses. Her response looks good on paper, to bad it is not factual.
How many times does Dick Van Dyke have to mess up before they will give me a refund? Does their word mean anything? At this point, I am not even sure that I actually have credit on my account. Nothing else they have told me is true.
You need a new timer to fix the washer. False
You will get a full refund and you will not need to do anything. False
I was never told this but when they took the timer off and the paper work was turned into the office, isn't there a process that should taken place to ensure that I would get a refund or credit on account? Never happened.
The serviceman was not authorized to tell you that you would get a refund but I ([redacted]) will put a credit on your account. False - It was not there when I came into the store in May.
I ([redacted]) apologized to Mr. [redacted] False She never apologized, only made excuses.
At least 5 false statements and/or failure to follow a procedure.
I do not want a credit on my account. With all of your mistakes, I expect a refund. My definition of refund, get a check from them for 217.95
Sincerely,
[redacted]

Final Business Response /* (4000, 9, 2016/07/28) */
I've reviewed the following information sent to [redacted] Van Dyke Inc. Regarding Mr. [redacted]. Dick Van Dyke Inc. responds as follows:
I do not create an in store credit the day that I state it is going to be created. I wait until the customer comes into the store to create the credit so that I can in fact trace that the credit is being used for the appropriate customer and make sure that it is being used on the appropriate appliance. Also, Dick Van Dyke Inc. wants to ensure that once the credit is created and used for the customer we can close that account. It is the checks and balances. I do apologize that Mr. [redacted] came in on a Saturday and I was unavailable to create the in store credit that day. His original service call was February 16, 2016 and he did not come in until May of 2016 to use the credit. Once I received the information I quickly acted and put the credit in the account so that Mr. [redacted] was able to purchase the dehumidifier that he was looking at, which was the following Monday.
However, Mr. [redacted] is a valued customer so I will reverse the credit he has in the system and complete an office refund. I will create that office refund today and Mr. [redacted] will receive the refund check in 7-14 business days through the mail.I do appreciate Mr. [redacted]'s willingness to allow Dick Van Dyke Inc. to work through this and allow us to come to a satisfactory resolution.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World

Initial Business Response /* (1000, 5, 2016/01/26) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Mrs [redacted]. Dick Van Dyke Inc. responds as follows:
On January 4, 2016 Mrs. [redacted] called in stating that she wanted a new washer because her washer had needed...

repairs. I explained to Mrs. [redacted] that her unit is still under the manufacture warranty because it was purchased on November 11, 2015. I stated that we would have to go through with any repairs that are needed per the contract with General Electric. Unless General Electric authorizes Dick Van Dyke Inc. to provide Mrs. [redacted] with a new washer we are unable to do so. Our service technician went back out on January 23, 2016 and replaced the motor on Mrs. [redacted]'s washer. When I spoke with the technician he stated that the repair was done and that the unit was in proper working order.
I do apologize that Mrs. [redacted] feels that Dick Van Dyke Inc. has not handled this in a satisfactory manner. As I explained to Mrs. [redacted] I do have policies and warranties that I have to follow. If there are any other issues that arise with Mrs. Johnsons washer I am more than willing to help her with whatever is needed to resolve the problem.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World

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

I am rejecting this response because:
I logged a complaint with the manufacturer General Electric.  It seems to me that the manufacturer is more willing to work with us in getting the parts at a discount than the company who sold us the washer with a 5-year extended warranty.  The business owner's response seems to imply that GE was not willing to help, that the machine was abused.  It seems odd to me that when I contacted GE, they are willing to cut costs for the parts (see below).  DVD's approach is not to keep customers loyal.  Rather, due to the complexity of the repair, DVD decided to void the warranty and not accept any responsibility or even offer credit toward the purchase of a new unit through them.  I have attached GE's offer.      Response By Email (Jerry) (06/22/2017 08:52 AM) Hello, David!   I'm sure that you must be disappointed to find your washer having the same problem it had nearly 3 years ago. My name is Jerry and I am a GE Appliances Consumer Relations representative. I am happy to assist.   Parts replaced during the factory warranty period are covered for the balance of that factory warranty. Parts ordered and installed by a GE Appliances Service technician are covered by a 5-year parts-only warranty (i.e. GE Appliances Service will provide the parts for free if they are hired to replace them during the 5 years).   Did a technician from Dick Van Dyke examine the machine? Did you receive an estimate for repair? If so please send me a copy of the estimate.   Your washer's factory warranty has expired, but I might offer to sell you parts at a discount to help make your washer's repair a better option.     Please let me know if there is anything that I can do for you.   Thank you for contacting GE Appliances!     Sincerely,   Jerry GE Appliances Consumer Relations 800.673.5075 ext 5673   Please include your case number in the subject line to ensure proper delivery.

Initial Business Response /* (1000, 5, 2016/05/27) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Ms. [redacted]. Dick Van Dyke Inc. responds as follows:
On May 6, 2015 Ms. [redacted] called in stating that when the installer was there he caused damage to her home. Once...

I received the pictures I looked them over to see if the damages are something that our installers caused. I called and spoke with Ms. [redacted] and explained to her that in these situations we typically offer a monetary amount for the damages. Ms. [redacted] stated that she would call her contractor that worked on her house previously. I explained to her that she was more than welcome to submit in an estimate and we would review the amount we could give her. Once the estimate was received it was clear that it was a very high amount for repairs. I explained to Ms. [redacted] that based on the pictures and information I had all I was able to give was 500.00. Ms. [redacted] was very upset and insisted that we turn this over to our insurance company. I explained to Ms. [redacted] that this is not a situation that we would turn over to insurance, and we are offering a prorated amount to fix the damages which is the same thing our insurance company would do. Based on the pictures I received it is evident that some of the damage is not consistent with what we typically see with damages from our dollies or our appliances.
I apologize for all of the inconvenience that was caused to Ms. [redacted]. I created the 500.00 refund on May 18, 2016. Once the refund is created it takes 7-14 business days to be received in the mail.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World
Initial Consumer Rebuttal /* (3000, 7, 2016/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All damages done to my property was done by Dick Van Dyke. I have pictures from what my house looked like before they delivered my appliances. The contractor is the same one that originally did the work. The City of Blm. Was in charge of the work so I have pictures of all of the new doors and dates the work was finished. I wll attach pictures of the damages.
Final Business Response /* (4000, 9, 2016/06/02) */
I've reviewed the following information sent to Dick Van Dyke Inc. Regarding Ms. [redacted]. Dick Van Dyke Inc. responds as follows:
When I spoke with Ms. [redacted] regarding the before and after pictures I explained to her that we still could only offer the $500.00 compensation for the damages. Some of the pictures were not consistent with what we typically see when there is damage done during an installation. Furthermore, we would only pro rate the amount for the flooring, as we only caused a minor tear in the flooring. I am not saying that we did not cause any damage to Ms. [redacted]'s home, but I am stating I do not think that all of the damage was caused by our installer.
I apologize for all of the inconvenience that was caused to Ms. [redacted]. I have already created the $500.00 refund for Ms. [redacted] and she should be receiving it in the mail soon.
Respectfully,
[redacted]
Customer Satisfaction Supervisor
Dick Van Dyke Appliance World

Dick Van Dyke Appliance World has reviewed the Revdex.com letter from Mrs. Smith and respond as follows.I apologize for any inconvenience that we have caused Mrs. Smith and her family due to our inability to meet her expectations. I spoke with our sales manager today while he was...

assisting Mrs. Smith, and I agreed to refund her the amount she paid for the incomplete service call. Plus, we are going to throw in free delivery and recycle upon customer request. However, at the time when I was speaking with the sales manager I didn’t realize the extent of Mrs. Smith’s plight. After reading the Revdex.com complaint I have contacted Mrs. Smith and included in our deal a $200.99 five year warranty on her new appliance at N/C to her.  I appreciate Mrs. Smith continuing to give us the opportunity to serve her appliance needs.   Respectfully,John Shepherd Sr. Vice President Dick Van Dyke Inc. re...