Heritage Industrial Finishing Corp

As I stated when we spoke yesterday our Vice president was on Vacation when the original complaint came in and I answered it to the best of my ability with the information I had available to me at the time. Whenever our VP is involved it usually involves a charge back or some form of compensation request. In this case I was wrong it was not a charge back it was a pending payout for "damage allowance" we still have not received the necessary paperwork to complete that offer.I also just spoke with Mr. [redacted]'s attorney and explained that any additional service for an EX customer should be requested from the manufacturer direct as they warranty the merchandise NOT Orville's.Obviously we will never be able to meet Mr. [redacted]'s needs.As for the "venting problem" the dryer is not secured to the floor so the likely scenario is that it has been pushed back against the venting creating the "kink" mentioned in the inspectors report. Simply moving the dryer forward should fix that.

please find the attached photo's of this horrific  job! Our installers performed the job as per our original estimate that explain's cabinet and counter top modifications would have to take place to accomplish the installation of the new products. Not to sure how our staff could have...

accomplished that without creating some saw dust that we seemingly cleaned up when we finished.The installations look's to be VERY acceptable in the photo's we have attached as for the garbage from the job we do not take any garbage, it is normally left somewhere with the customers knowledge as to where.again we apologize if that was not communicated.We did attempt to address the customers concern's  and the appointment was broken by the customer. our technicians may have been running slightly late for the return visit for this we apologize.we will be refunding the installation fee for the cook top (AS COMPENSATION REQUESTED) and NOT returning for any further adjustments. We accept that we will NEVER satisfy everyone and feel this is a consumer we are encouraging to  shop elsewhere.

We're  sorry that the detailed process wasn't explained at the time of the sale. The extended warranty companies require an authorization for service prior to any work.This can only be obtained by the end user. The warranty company then assigns the work according to the availability of the many...

service companies they have in there network. While it is true our own technicians have limited availability in the Rochester area we utilize the same service network as the extended warranty company's. currently the demand for service is extremely back logged.We apologize for the delay. any follow up can be made with the service company directly @ 1[redacted]

they entry level unit that was purchased in fact doe's not include the insulation blanket. We are having our parts department mail a blanket from an old that can be used.it may not be a perfect fit but it is the only option we have.if the unit is still boxed a reselect option can still be...

discussed with the store manager.

The original complaint to the Revdex.com does not mention anything about the dryer not working. If the unit is in fact not operating the manufacturer provides a complete warranty for all functions. to arrange service on the dryer Speed Queen has an authorized local company available to address any possible manufacturing defect's. [redacted] can be reached @[redacted] they will schedule an appointment to check the dryer.

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.
When I called Orvilles, I was told I could NOT return the washer and dryer.  When I told the lady I was so irritated that I wanted to bring them back and leave them on their doorstep, she said I should read the fine print, and that returns were not allowed. Just as an update, BOTH are broken AGAIN! and I have with out their use for over a week as the parts to fix them are on back order!  The Dryer needs, AGAIN, new thermo _____ things, and the washer needs another new mother board ! Yes, I purchased the items at the ware house sale.  I was told that the reason they were so discounted is because they are ugly fire engine red!  "Red was not a big seller".  And yes, the dryer was a scratch on the top of the unit.  I did ask the salesman if there was anything wrong with the items and he said, just ugly.  For resolution, I would like to either 1) exchange them for the same items or 2) have a complete refund, not store credit so I may go else where to purchase new items.Bottom line, NO ONE who buys a new washer and dryer expects them to break constantly in the first 6 months, no matter who discounted the price!
Regards,
[redacted]

While we understand the customers concerns the complaint fails to mention the history of complaints are primarily nuisance calls. (no ice, loud operation,  excess moisture). The complaint also fail's to mention that we are actively pursuing permanent resolution with the manufacturer.We are...

hopeful that we can offer buy out very soon.

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.
As a final courtesy to Orville's, and as a final communication through this process; I offer the following thoughts; some of which have been communicated numerous times through this medium, my attorney, or myself through past verbal and written communications: (1) I purchased a brand new range and was delivered, and still possess, a damaged range; (2) My dryer is improperly vented; one expert advised that a "boot" should have been installed, today the LG approved repair technician who diagnosed my LG refrigerator confirmed the same and provided an estimate of approximately $150.00 to correct the faulty installation; (3) I never agreed to be an "EX" customer; that was decided unilaterally by Orville's as part of a damage allowance for the previously mentioned range in question; my attorney communicated our discomfort with becoming an ex-customer given that I maintain appliances still under warranty; (4) I was always available, at financial loss, for all scheduled service appointments; Orville's was ultimately unprepared due to lack of having the proper repair parts on the repair truck every time an appointment was scheduled; or, in at least one case, failed to honor a pre-arrange morning appointment; (5) I was guaranteed, on two occasions, by a supervisor named Gene, that if the problems were not fixed on the next scheduled appointment, he would refund me in full for the appliances in question and remove them from my home at no cost to me; (6) Said guarantee was defaulted upon and follow up communication from Orville's discontinued after multiple attempts by my attorney to continue to resolve the matter. My experience has been; which I doubt is an isolated case given that Orville's "...get[s] into 200+ homes a day...," that Orville's is either incapable of, incompetent in their ability to, or unwilling to effectively, efficiently, and accurately diagnose, manage, and resolve legitimate customer repair concerns in a reasonable and expedient manner. All three of my concerns, to borrow a term from the medical field in purely allegorical reference; were the result of "iatrogenic injury." That is, caused either by the installers, or in the case of the range; the manufacturer, shipper, or some other responsible party in the chain of custody of the appliance at some point before or during installation in my home. It is important to note that Orville's has been sending, and continues to send me a very disturbing message; which, again, I suspect generalizes beyond my case. That message is; if a customer voices, and persistently attempts to rectify legitimate and documented concerns resulting from numerous mistakes, shortcomings, and lack of performance on the part of Orville's; to personnel either within their organization through proper channels of hierarchical responsibility, or external to their organization through various means available to the consumer; then Orville's unilaterally elects to sever association with that consumer and default on their contractual responsibility to service the goods they sold on behalf of the various manufacturers they represent. I reiterate my request that the most negative mark, rating, or evaluation in regard to this matter be maintained with the Revdex.com ("the agency"). Whether or not the agency determines this case closed is no longer a concern to me. I have no further desire to communicate the damages, losses, and wrongs committed against me by Orville's through this medium. This is now a matter for the New York State Judicial System, the Consumer Complaints Division of the New York State Attorney General's Office; the respective manufacturers of the appliances involved, the media outlets; and whatever other agencies or organizations, not heretofore mentioned; which may be available to me and to other unwary current or future customers of Orville's. Thank  you Revdex.com for your attempts to help bring Orville's to a responsible and custom focused position in this matter. Dr. [redacted]

The product's are sold with 1 year full warranty for all functions. The fit and finish (cosmetic) warranty is 30 days. If the customer is in need of service for functional problems please advise to contact our office to schedule service.From what I can get out of the complaint it may just be that...

the consumer is simply just not happy with the appearance of the new merchandise. If that'S the case we obviously can not change the "look " of what the manufacturer produce's today.

They owe me $500 settlement, due to me canceling my order to go with them at the store managers request. They promised me that they would beat the price quoted by [redacted].

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.
I am thankful that they are and did contact us regarding a buy out. However I feel as though the consumer should know that their claim of nuisance calls is incorrect. The refrigerator was repaired 4 times and currently we are waiting on more parts to be replaced. It is important that consumers now that this was not a result of "nuisance" complaints but valid repairs an breakdowns. If the refrigerator was working properly they would not have offered a buy out!
Regards,
[redacted]

We will contact Mr[redacted] and attempt to cut through the red tape. The manufactures often remove the dealer from attempting to resolve repair versus replacement of these smaller counter top microwave's. Hopefully we can offer a better explanation.

etter Business Bureau:
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]

Even though TWO technicians inspected the unit and both documented NO problems found and attempted to offer routine customer education advise I will place a part order for the spin basket today, We will call when the part arrives and schedule a return visit.Tell us why here...

Perhaps the noise complaint was addressed by another authorized service provider? I only have one service call for "drawer's hard to open" that service was performed by my technician 7/10/15 with no mention of a noise complaint. The unit had a one year manufacturer's warranty for repair not...

replacement.We are not able to override what the warranty offered.

While our delivery team was removing the customers old mattress the customer attempted to assist by taking out the old box spring by himself. In doing so the box spring became lodged between the steps and the ceiling. BEFORE our crew could offer any assistant's they advised that we would need a...

damage waiver to move forward with the job, our team assisted the consumer with getting the lodged box spring out and completed our job without further incident.we will not be offering any form of compensation at this time,And we STRONGLY disagree that the consumer didn't sign a release, we have picture's of the signed document taken while still at the customers home available for viewing if needed.

Fortunately we have accepted long ago that some consumers are simply not ever satisfied, this is why we are ONLY offering a buyout. We hope this consumer can find satisfaction with another dealer.

We strongly disagree that the customer was supplied a "USED' unit. our records indicate we special ordered the replacement and would never have sold a previously repaired unit. we will contact the customer and try and determine the service company that made this claim and confirm there finding...

(should they be an authorized service company)

We do not sell merchandise on a trial basis, however we will have our sales department contact the customer and offer a re-select option. unfortunately the merchandise coming back will technically be considered "used" and will need to be resold as such, the customer will be...

responsible for a 20% restocking fee. Tell us why here...

Unfortunately extended warranty plans have some limitations as to what parts they cover, similar to extended warranty's for automobiles..glass plates for microwave's  are definitely one of these exclusions.we apologize for the disappointment us why here...