Heritage Industrial Finishing Corp

Mr***'s range was purchased 9/2/it has a one year warranty for all functionsWe have recently assisted a local independent service company in completing the repairs to the range for an oven temperature problem, (we provided the parts that were on a back order.)When the service company
provided the repair they had no knowledge of any additional concerns pertaining to the handleThis is the same response we gave *** * *** earlier this weekIf Mr*** is in need of additional repair he was advised to contact the manufacture for anything cosmetic as this entry level unit only has a day warranty for anything cosmetic

Revdex.com:The dryer I received is not in working condition. I asked for installation of both dryer and stove and did not receive. I have contacted Orvilles again. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We apologize for the confusion with the dryer, that was a simple mistake with our warehouse staff. The microwave you cancelled because you didn't  have an outlet available was credited to your credit card on the 11th. As for the range the notes on the delivery order indicate the...

opening for the range was not the proper size. We will not be offering any additional compensation.Tell us why here...

the unit was delivered successfully 12/07. it is a free standing appliance not sure what the contractor is needed for, we are sorry for the disappointment with the process.

We would be happy to return to finish any additional clean up of the saw dust as well as remove the protective shrink plastic on the console of the wall oven (it is not heat tape).  While out for that we can also look at the install of the wall oven. the appliance is installed in set in the cabinet as the cabinet was built.  The wall oven has a mounting flange that gets secured to the cabinet style on each side. if the cabinet styles are not even the appearance will be off. it is possible  the oven is not pushed into the cabinet completely or the mounting screws were not completely secured on the flange.  hopefully this was human error and we will be able to make corrections.  We would still be willing to refund the installation fee's for both unit's and consider the case closed.please advise our office if an installation fee  refund or return visit is preferred. we will process accordingly.

Please disregard my v/m, I spoke with the service company again today and as luck would have it the unit failed for them when the technician was out to replace the motor he originally ordered. The unit is now in operable and my office will contact the customer to arrange replacement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I do not accept Orivilles responce If a store has a no return policy the sales person must tell customer of the stores when purshaseing

What a waste of your time! The customer was referred to the extended warranty because all service request must be authorized by the extended warranty company's prior to scheduling any service.As far as the morning request we run 170 service calls a day and DO NOT honor time request as it is not...

possible to accomplish the amount of work we do in a day if we allowed time request's. This is another reason for the customer to work with the extended warranty company as they use several service company that are much smaller and  they  may be able to honor time requests.

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. 
Regards,
[redacted]

Cant believe someone thinks the Revdex.com is the best forum for a simple delay in returning a call, my office will call the customer today.

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.  Regards,
[redacted]

Mr. [redacted] has disputed and lost the case with charging back his credit card, I guess he feels this is the best next step. The inability to be home for any supportive service is ultimately the route of the  problem.  We get into 200+ homes a day, obviously we manage with most of our...

customers. We will not be offering any additional compensation and suggest Mr. [redacted] seek service through the respective manufacturer's.

The merchandise in question was in fact sold at our annual warehouse clearance sale at an extremely discounted price. all merchandise sold is clearly marked as scratch and dent,discontinued,closeout  or in some case's "reconditioned". Fortunately these units were sold as closeout's which...

means the product's come with a standard full 1 year warranty for all function's. At this sale we can give our customer's the option of return for store credit should the unit's prove to be problematic and or not repairable.The purchase price of the washer is $496 and the dryer is $276. If this refund/credit would be a preferred method for resolution we will be happy to honor that.Not sure where the request for $1000 came from? our offer would be for the dollar amount spent per unit less tax,delivery.

Our legal department is working with the customer to process a full refund.

We are sorry for the delay, I spoke with the service company and they advised  they made reasonable attempt's at getting in the home to repair the unit. When the technician arrived no one answered the door for him to gain access and the phone calls they made were not answered. Missed...

appointments are obviously disappointing for all parties. Please direct any further inquires to [redacted] as they are the service provider. Tell us why here...

Clearly there has been a communication break down. Our store manager Lucas will be happy to offer the customer the option to re select. Customer is welcome to stop in and see Lucas to discuss options.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In the attachment, Figure 1, it is clear that the heat barrier material is exposed and I think most customers would agree that it does not look like a professional job. The heat barrier should not be visible following the installation. This is unacceptable.In the attachment, Figure 2, this picture better represents the misalignment of the wall oven. The right-hand side of the oven protrudes beyong the counter top and is not flush with the surrounding cabinet (on either side). Again, most customers would agree that this does not look like a professional installation. The wall oven should be installed flush with the cabinet on both sides and underneath the counter top. This installation is unacceptable.In the attached photos, Figure 3 and Figure 4, it is evident that the installers did not clean up the sawdust that was created by their cutting. Our complaint is not with the fact that the installers created a lot of sawdust; it is with the fact that they did not clean up afterwards. The store manager wrote that his installers surely created sawdust, "...that we seemingly cleaned up when we finished." The evidence is clear in our photos. The installers did not take care in cleaning up when they finished.The store manager has only seen two photos. The photos that his installers took before they left our home. The photos that we, the customer, have provided tell a different story. They support our claim that the installation is less than professional and should be corrected.To ensure that the story is told correctly, the customer, Mr and Mrs [redacted], did NOT cancel the appointment on Saturday, December 23rd. I called the local store at 3:30pm to talk with the Service Dept about rescheduling the appointment, but I was not able to because the Service Dept closes at 3:00pm on Saturdays. Therefore, it was impossible for the customer to cancel the appointment. The technician that was supposed to come and fix the issues between the hours of 12pm and 4pm did not even contact us until 4:34pm. By then, it was too late for him to get the work done at our house because we were no longer home. I specifically asked the Service Dept rep (on Friday) to schedule the technician early in the day because we knew we would not be home in the late afternoon. Had the technician called his Service Dept the moment that he knew his installations would be late throughout the afternoon, the Service Dept could have began calling customers to arrange for a new appointment or to accept a late arrival. No such communication was made and if it had, this aggravation could have been avoided. All in all, we do not feel that Orville's is built on customer service as their on-hold advertising boldly states. The moment a customer is not satisfied, they should become priority number one. That is true customer service. That is not what we were given. We would like our oven installed correctly. Leaving the shipping materials behind out in the customer's driveway is a whole other topic. Very unprofessional.Regards,
[redacted]

It was ruining my clothes for a year ..... I'm up in...

years and I don't keep receipts of everything ....All I can tell you is that many of my clothes were ruined ... because I was washing in hot instead of cold..... never felt that it was put together wrong.   Clothes that were ruined were gotten rid of .... I think they would know that .... so how to prove .... only plain logic ..... and I'm sure they know that I would not have taken pictures or have receipts.... when I didn't realize it was the washer not me.... So I guess they win .... I,m too old to go to court with them or be able to come up with what they want .... So they made a terrible mistake and I will just have to accept .... If they want to do anything for me.  Thank you Revdex.com for trying to help ..... but I know you understand .....Sorry for taking up your time.

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. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and accept the company's offer of a full refund of the installation cost for both units. 
Regards,
[redacted]