Orley's of Klamath Falls, LLC

Complaint: [redacted] I am rejecting this response because:First: MrM [redacted] states "On October 21, 2015, at the instruction of Mr [redacted] , we set up shipment to him via USF Reddaway..." MrM [redacted] fails to mention that at the time of purchasing the stove Orley's sales staff set up a future date to provide an estimate to install the stove at our home in BrookingsTheir estimators provided a jaw dropping estimate of $1,to install the stove When requested to provide a parts breakdown those providing the estimate refused stating it was not Orley's practice to do so Clearly it was their practice to GOUGE the customer after initial purchase of the stove It was then we requested the stove be shipped to our home so we could have someone ethical install the stove.Second: MrM [redacted] then states "...the driver for USF Reddaway and Mr [redacted] dropped the unit when unloading it from the trucking company..." Third: MrM [redacted] continues with "Mr [redacted] called Orley's and wanted a full refund for the stove from our company for the stove he and the USF Reddaway dropped off of the freight truck."MrM [redacted] not only has some serious business integrity issues, he has an aversion to telling the truth Mr [redacted] did NOT drop the stove The driver dropped the stove Sincerely, [redacted]

This is in response to the complaint by *** and *** *** regarding their stove purchased from Orley's of Roseburg on February 14th This stove was installed by others: JEM Service LLC , Orleys did not have an installation crew James W*** is the owner of JEM Service, LLC
and was at the time the Manager of Orleys of RoseburgThe installation was done by an employee of JEM Service, not by a son of James as he has no son, this employee did stay in contact with James during the install if he had any issues, the next day after the install James went to the ***s home and repaired a wire that had been pinched and the stove ran fine On February 27ththe service crew/employee went out because the customer stated that unit was not working, would not ignite After testing power to the unit and the unit he called the manufacture about the unit not lighting, technical support told us to replace the control module and he did, unit was working fineThis repair was covered percent under the manufactures warranty
As of April 1stof the owners of Orleys closed the Roseburg store, this was not James W***'s intent to close but he had no say in the matter, all warranty and service work was to be handled through the Medford store, Orleys Pacific James has since been managing and now an owner of the Orleys of Klamath Falls store He was very upset to hear that the ***'s have been having issues with their stove and had never heard anything from them regarding issues on the stove We have contacted the manufacture regarding the customers statement that they have called and talked to the manufacture Travis Industries in Mukiteo Waand they have no record of any phone calls by the ***'s, the serial number has to be given so that a record is kept in the stoves file We have contacted the Orleys in Medford also, we have not been able to find out what was or is going on with the unit, but the Owner Larry M*** has assured us that they would not refuse to go miles to Roseburg to repair it
James W*** is very willing to go to Roseburg and diagnose and repair this Lopi Berkshire for them if only they would let us know what is going on with it and it most likely is under it's factory warranty still We have no idea what issues they are having but are diffinitely willing to work on it, repair it, and let them enjoy the beautiful stove they purchased
We can not approve replacement of their stove, this is only for the manufacturer to approve, they have a great warranty on it and will honor it to the fullest Orleys of Roseburg has been closed for over years, we cannot approve a refund of their money spent on repairs that we assume did not work by others
As for the Medford Orleys stating that James has had many complaints about the way he conducted his business this is highly unlikely, the owner of the Medford store is also a half owner of the Klamath Falls store, maybe a service techthought he knew more than a owner/manager with plus year experience This does not and will not affect the way James conducts his business, Quality and Service is what he has always lived by and insists on with all his employees
Please let the ***s know to call the Klamath Falls store at 541-884-we will gladly work with them and the manufacture to remedy any and all issues with their stove

Complaint: ***I am rejecting this response because:First: MrM*** states "On October 21, 2015, at the instruction of Mr***, we set up shipment to him via USF Reddaway..." MrM*** fails to mention that at the time of purchasing the stove Orley's sales staff set up a future date to provide an estimate to install the stove at our home in BrookingsTheir estimators provided a jaw dropping estimate of $1,to install the stove. When requested to provide a parts breakdown those providing the estimate refused stating it was not Orley's practice to do so. Clearly it was their practice to GOUGE the customer after initial purchase of the stove. It was then we requested the stove be shipped to our home so we could have someone ethical install the stove.Second: MrM*** then states "...the driver for USF Reddaway and Mr*** dropped the unit when unloading it from the trucking company..." Third: MrM*** continues with "Mr*** called Orley's and wanted a full refund for the stove from our company for the stove he and the USF Reddaway dropped off of the freight truck."MrM*** not only has some serious business integrity issues, he has an aversion to telling the truth. Mr*** did NOT drop the stove. The driver dropped the stove. Sincerely,*** ***

In over years of Managing Orley's of Roseburg or Orley's of Klamath Falls I have never refused to repair a stove that was sold by us and under warranty, we have sent technicians several times to the Roseburg area to do repairs If the ***'s have been in contact with me over the past and a half years since closing the Roseburg store I apologize I do not recall it I have been busy and again apologize if I do not remember I have been in contact with the owner of the Medford Orleys, Larry M*** he was also a half owner of the Roseburg store, he states that they would not refuse to work on this stove for the ***'s but they need to call and talk to him at *** please only talk to Larry at this time so that he can work with you If the ***'s want Jim to come over to Roseburg he has offered to do so under the manufactures warranty to diagnose the problem and repair the stove My number is ***, please ask for Jim or leave a message and I will respond
As for a refund, this will have to be up to the past owner of Orleys of Roseburg, Larry M*** of the Medford store He is the only one that could authorize this refund as the Orleys of Klamath Falls has no ties to the Roseburg or Medford Orleys

To: Revdex.com
From: Larry MM*** - Orley Pacific Distributors, Inc
Date: February 15,
Re: *** Claim Number: ***
USF Reddaway Claim Number: ***
USF Reddaway Freight Bill Number: ***
I am writing to clarify the situation with Mr*** and the stove he
purchased from us.On October 24,2015, at the instruction from Mr***, we set up shipment to him viaUSF Reddaway, for the stove he purchased from Orley's on November 22,withInvoice #***This unit was paid in full and at that time is owned by the purchaser.As it turns out, the driver for USF Reddaway and Mr*** dropped the unit whenunloading it from the trucking company onto Mr***'s vehicleAt that point,Mr*** DID NOT REFUSE the shipment of the damaged stove, but Mr***accepted the stove from the freight company
Mr*** called Orley's and wanted a full refund for the stove from our company forthe stove he and the USF Reddaway dropped off of the freight truck.We have tried to help Mr*** by turning in a claim to USF Reddaway on his behalfbecause Mr*** was unwilling to do anything.There is a claim(see above numbers) in progress with USF ReddawayI have kept Mr***appraised of this and that at present it remains in the hands of USF Reddaway and himself
Please see attached>

Complaint: ***I am rejecting this response because: I have been in contact with Jim on several occasions. He refused to repair the stove after being at our home twice. I called the Medford store a few times. They came out at least once to repair the stove. They said that they couldn't come out any more due to the travel distance. We had to choice but to try and find someone in our area to repair the stove. Even when we were within the two year warranty nothing was covered. I still am asking for reimbushment of all the repair bills that we has to pay due to faulty workmanship. Jim stated to me on the phone that the person who installed the stove was his son. It may be a step son but that is what he said. Sincerely,*** And *** ***