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.
Hello: I think the issue MAY be settled. After I sent my complaint to you, I decided to try another approach. I went to the Orville location in Webster, NY where I purchased the refrigerator and talked to the manager. Previously, I spoke to the sales rep there who sold me the...
product. He just gave me the phone number of the service department, located in Lancaster, NY and intimated this was the only method of settling a dispute. The service manager there was evasive but eventually he and I agreed that Orville would waive a $50 delivery fee, give me a free five year warranty and send me touch up paint. How the piant covers dents is beyond me, but seeing I was getting nowhere with these people, I agreed. However, after a week and a half , the service manager, [redacted], was not responding to my emails, so I grew concerned and decided to contact you.Mr. [redacted] claims he made good on his compensation but never offered any proof about the status of compensation. I had to call my credit card company to find out the delivery fee was waived;.When I stopped by to speak to the manager at Orville's in Webster, she said that Orville's does NOT provide a hard copy of a service warranty. Instead it's kept electronically in the system. When I asked for something more tangible, she produced an invoice saying I had a five year warranty included in the sale of the unit. I had no idea where that came from. Not once did the service department respond in any manner to say the warranty is only stored electronically or even if they agreed to providing it. I still have no idea what is specifically covered. Where the touch up paint is, is anyone's guess. Orville's says it will try to re-send. I won't hold my breath.In summary, yes, they made some adjustments to my concerns, but Orville's never acknowledged what they did and when they did it. The burden was on me to make calls and run around to see what compensation if any was made. Totally unprofessional. This is a lesson learned. Some compensation may have been made, but the Orville's Home Appliances method of doing business may never be resolved. Thank you.
While we understand things happen and we live a distance from the Orville's store, the box that the delivery men left at our home show significant damage in the approximate area that the refrigerator was damaged. We don't understand how the refrigerator was delivered to us with the amount of damage on the box. If this damage occurred at the warehouse, the refrigerator should have been inspected before delivery. If this damage occurred in the transportation to our home, this is Orville's problem and we should not have to wait an extended period of time to receive our refrigerator. As for them offering to replace the door to the refrigerator, we spent a considerable amount of money on our appliances and expect quality and perfection at the time of delivery. Not to mention our concern that the refrigerator could have more underlying problems besides the visual damage to the door. The dent was large and the refrigerator was obviously at some point not handled with care and who knows the extent of the damage. We are disappointed in how Orville's handled the entire situation, the fact that could not get our refrigerator to our home for the kitchen installation and would not guarantee delivery after 3:30 on Wednesday, December 7, 2016 we are very unhappy with their customer service. We now have lost money due to the fact they we have to take another day off of work and our contractor will have to make another appointment to install the refrigerator.[redacted]
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.
I had to alter my schedule 6 or 7 times because the 3 different repairmen could not fix the problem. I had a new kitchen floor put in 2 years ago at a cost of over $4000 which got flooded every time I turned the dishwasher on. I also watch my Granddaughter during the day at my daughters house. Because of this problem, 6 different times my daughter had to wake my Granddaughter up at 6 am and transport her in zero degree temperatures to my house while I had to wait between 8am and 12 pm for the repairmen to show up. When I explained this to [redacted] the manager at Orville's he told me he knows what this is like because he has a 3 year old child but that is my problem not his, call [redacted] was fully aware of the problem and couldn't care less. I have spoke with him 3 different times and then his reply back to you was he did not know about this situation which is a lie. The last time the service department called I asked them if they were going to replace it and they said no, they were going to try and repair it again. I told them I didn't want it repaired and I wanted a new one. They said no, Since,it seems like [redacted] is going to take care of the problem. I would think when you pay a lot of money for a dishwasher and 3 out of the 4 months you own it floods your kitchen Orville's would have been a little more understanding. As far as their service goes they would get a BIG FAT "0" from me. People like [redacted] don't belong in the sales and Service Industry! I will never patronize Orville's again, either will family or friends. It's take the money and run. Thanks Orville's, FOR NOTHING! [redacted]
Our delivery manger spoke to the customer and offered to send a different delivery crew back to deliver his new appliances or at the very least hook up his old ones. He demand a time that we were unable to meet on such short notice we offered to send a crew back at the end of the day which he did...
not want. Our delivery manger sent him an email stating that per their conversaition that he cancelled his order and refunded his credit card.
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]
They told my husband when he went to the store to speak to the manager, he told him they would do nothing. He left a message finally over the weekend. My husband responded.
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...
our records indicate several attempts to try and contact Mr. [redacted] to schedule service for his dishwasher. unfortunately we have not been able to obtain any records of service history he claims to have had. We would be more than happy to make a request for replacement if we can support the...
claim. when [redacted] has no history of service we do not have the ability to get the dishwasher replaced. if the service history can be sent to us from whatever company performed the service we will forward the records to [redacted] and ask again for replacement. Our last conversation with the consumer was yesterday when we again attempted to offer assistance. we were asked to stop calling them as they would be calling [redacted] direct.
Good Morning,I see that our sub contractor and field inspector have failed to get this repair done in a timely manor. We have a confirmed appointment with [redacted] and [redacted] for Friday 3/27/15 to repair the threshold. Orville's has also offered an exchange of the range because...
of the delay on the parts coming in for it.Thank You,[redacted]
I’m sorry for the delay, I have been having trouble with my e-mail. Unfortunately I can not send you the terms of the original contract as we no longer sell the contract Mr. [redacted] had. The term I am most familiar with is repair or replace and the extended warranty’s discretion. We will not be providing a new contract at no cost. as I mentioned previously the full obligation has been met. the contract essentially has reimbursed the customer the full purchase price of the product.
When a customer purchase's any extended warranty the repair or replace option is the extended warranty company's decision not Orville's. The contract has been completely fulfilled if the extended warranty company choose's to buy a new appliance for the end user. In this case the extended warranty...
company had the original purchase price of the washer at $355.45 the amount that the buyout was for. As mentioned in the complaint our store manager provided the replacement washer at no additional charge. (normally $597) Therefore we will not be able to provide an additional extended warranty at no cost.
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]
As I mentioned in my response I mailed the customer copies of the invoice for the contract as well as the terms of the contract. along with the touch up paint. Apparently when [redacted] mailed the original paint he accidentally sent the wrong color.
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].
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.
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.
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.
Our legal department is working with the customer to process a full refund.
Hello: I think the issue MAY be settled. After I sent my complaint to you, I decided to try another approach. I went to the Orville location in Webster, NY where I purchased the refrigerator and talked to the manager. Previously, I spoke to the sales rep there who sold me the...
product. He just gave me the phone number of the service department, located in Lancaster, NY and intimated this was the only method of settling a dispute. The service manager there was evasive but eventually he and I agreed that Orville would waive a $50 delivery fee, give me a free five year warranty and send me touch up paint. How the piant covers dents is beyond me, but seeing I was getting nowhere with these people, I agreed. However, after a week and a half , the service manager, [redacted], was not responding to my emails, so I grew concerned and decided to contact you.Mr. [redacted] claims he made good on his compensation but never offered any proof about the status of compensation. I had to call my credit card company to find out the delivery fee was waived;.When I stopped by to speak to the manager at Orville's in Webster, she said that Orville's does NOT provide a hard copy of a service warranty. Instead it's kept electronically in the system. When I asked for something more tangible, she produced an invoice saying I had a five year warranty included in the sale of the unit. I had no idea where that came from. Not once did the service department respond in any manner to say the warranty is only stored electronically or even if they agreed to providing it. I still have no idea what is specifically covered. Where the touch up paint is, is anyone's guess. Orville's says it will try to re-send. I won't hold my breath.In summary, yes, they made some adjustments to my concerns, but Orville's never acknowledged what they did and when they did it. The burden was on me to make calls and run around to see what compensation if any was made. Totally unprofessional. This is a lesson learned. Some compensation may have been made, but the Orville's Home Appliances method of doing business may never be resolved. Thank you.
While we understand things happen and we live a distance from the Orville's store, the box that the delivery men left at our home show significant damage in the approximate area that the refrigerator was damaged. We don't understand how the refrigerator was delivered to us with the amount of damage on the box. If this damage occurred at the warehouse, the refrigerator should have been inspected before delivery. If this damage occurred in the transportation to our home, this is Orville's problem and we should not have to wait an extended period of time to receive our refrigerator. As for them offering to replace the door to the refrigerator, we spent a considerable amount of money on our appliances and expect quality and perfection at the time of delivery. Not to mention our concern that the refrigerator could have more underlying problems besides the visual damage to the door. The dent was large and the refrigerator was obviously at some point not handled with care and who knows the extent of the damage. We are disappointed in how Orville's handled the entire situation, the fact that could not get our refrigerator to our home for the kitchen installation and would not guarantee delivery after 3:30 on Wednesday, December 7, 2016 we are very unhappy with their customer service. We now have lost money due to the fact they we have to take another day off of work and our contractor will have to make another appointment to install the refrigerator.[redacted]
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.
I had to alter my schedule 6 or 7 times because the 3 different repairmen could not fix the problem. I had a new kitchen floor put in 2 years ago at a cost of over $4000 which got flooded every time I turned the dishwasher on. I also watch my Granddaughter during the day at my daughters house. Because of this problem, 6 different times my daughter had to wake my Granddaughter up at 6 am and transport her in zero degree temperatures to my house while I had to wait between 8am and 12 pm for the repairmen to show up. When I explained this to [redacted] the manager at Orville's he told me he knows what this is like because he has a 3 year old child but that is my problem not his, call [redacted] was fully aware of the problem and couldn't care less. I have spoke with him 3 different times and then his reply back to you was he did not know about this situation which is a lie. The last time the service department called I asked them if they were going to replace it and they said no, they were going to try and repair it again. I told them I didn't want it repaired and I wanted a new one. They said no, Since,it seems like [redacted] is going to take care of the problem. I would think when you pay a lot of money for a dishwasher and 3 out of the 4 months you own it floods your kitchen Orville's would have been a little more understanding. As far as their service goes they would get a BIG FAT "0" from me. People like [redacted] don't belong in the sales and Service Industry! I will never patronize Orville's again, either will family or friends. It's take the money and run. Thanks Orville's, FOR NOTHING! [redacted]
Our delivery manger spoke to the customer and offered to send a different delivery crew back to deliver his new appliances or at the very least hook up his old ones. He demand a time that we were unable to meet on such short notice we offered to send a crew back at the end of the day which he did...
not want. Our delivery manger sent him an email stating that per their conversaition that he cancelled his order and refunded his credit card.
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]
They told my husband when he went to the store to speak to the manager, he told him they would do nothing. He left a message finally over the weekend. My husband responded.
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...
our records indicate several attempts to try and contact Mr. [redacted] to schedule service for his dishwasher. unfortunately we have not been able to obtain any records of service history he claims to have had. We would be more than happy to make a request for replacement if we can support the...
claim. when [redacted] has no history of service we do not have the ability to get the dishwasher replaced. if the service history can be sent to us from whatever company performed the service we will forward the records to [redacted] and ask again for replacement. Our last conversation with the consumer was yesterday when we again attempted to offer assistance. we were asked to stop calling them as they would be calling [redacted] direct.
Good Morning,I see that our sub contractor and field inspector have failed to get this repair done in a timely manor. We have a confirmed appointment with [redacted] and [redacted] for Friday 3/27/15 to repair the threshold. Orville's has also offered an exchange of the range because...
of the delay on the parts coming in for it.Thank You,[redacted]
I’m sorry for the delay, I have been having trouble with my e-mail. Unfortunately I can not send you the terms of the original contract as we no longer sell the contract Mr. [redacted] had. The term I am most familiar with is repair or replace and the extended warranty’s discretion. We will not be providing a new contract at no cost. as I mentioned previously the full obligation has been met. the contract essentially has reimbursed the customer the full purchase price of the product.
When a customer purchase's any extended warranty the repair or replace option is the extended warranty company's decision not Orville's. The contract has been completely fulfilled if the extended warranty company choose's to buy a new appliance for the end user. In this case the extended warranty...
company had the original purchase price of the washer at $355.45 the amount that the buyout was for. As mentioned in the complaint our store manager provided the replacement washer at no additional charge. (normally $597) Therefore we will not be able to provide an additional extended warranty at no cost.
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]
As I mentioned in my response I mailed the customer copies of the invoice for the contract as well as the terms of the contract. along with the touch up paint. Apparently when [redacted] mailed the original paint he accidentally sent the wrong color.
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 spoke to the consumer on 4/29/15 who stated it was fixed. However, her husband had to put on a bottom threshold.
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.
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.