ComplaintsforOrville's Appliance, Inc.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Orvilles picked up washer and dryer .. And ****** credit (********* bank ) refuses to remove charge from credit account $1298.48. ********* tells me Orvilles never received items,they had Dylan and helper pick up washer and dryer on July 9 . Have filled 4 disputes with ****** and gotten no where . Do not know how's telling the truth. Also ****** took $300.15 and paid on disputed wash and dryer. This has to be filled against both companies.

  

  Business response

  10/30/2024

  Our accounting department did find that ****** did not process the refund properly. We have processed the refund again today. the attached file will show this transaction.

  Customer response

  11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** **********
  
  
  
  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received washer and dryer on 6/2/24, as well as extended guarantee, since it arrived I indicated to Orvilles that Control panel was scratched and that I can see moisture when washing, Later on while doing laundry I noticed a small puddle of water forming from under washer and when I used Dryer did not completely dried as well as splash of water on rubber wetting floor and clothes. Tech came in and could not mimic issue, told me to have all cleaned and call if problem persists, now puddle is bigger and I feel I was sold a lemon they have been keeping me on hold with damaged control panel and when requested service call I was told even when I have guarantee they would charge me 79.99 if they determine is not covered under guarantee?? They tried to offer me the guarantee amount back but I paid over 1900 dollars not trying to get away with anything here I believe its only fair that if I bought a washer and dryer it works how its supposed to. I feel I have been wronged by Orvilles and now they are trying to get more money from us for a repair on a new unit. I would like a replacement or my money back please they can take this one no problem.

  

  Business response

  10/29/2024

  As of October 1 2024 we do have a a new policy which states, 'In the unlikely event it's found to be a non warrantable claim you may be subject to a reduced service charge of $79.95'  and we do require a credit card on file to secure potential payment.  The credit card is removed from the file when the service is completed.  Orville's is able to honor the manufacture warranty which covers any mechanical or functional failures.  Something such as no problem found or customer instruct or mis use would not be covered by the manufacture warranty and the homeowner would then be responsible for the cost.  In regards to the control panel we do have that on order directly from ** and once that is in we will call the customer to schedule the replacement of that part.  Our parts department said its currently about one-two more weeks out.  Orville's is unable to approve a return or exchange.  Exchanges would have to be approved directly through the manufacture.  We understand some consumers may not feel comfortable with giving a credit card over the phone so we would then advise the manufacture can also set up service.  We did send a technician out on 9/5/2024 to check for a leak, our technician was unable to find an issue but asked the customer to keep and eye on it and try to pinpoint the leak if possible and call us to schedule service if needed.  On that previous visit we did advise they may be subject to a reduced  service call of $79.95 if found to be a non warrantable claim, the only difference at this point is that fact we do now require a credit card on file.  We would be happy to get the customer back on our schedule but our policy does stand that we would need a credit card on file to secure potential payment.  Our service department phone# is ###-###-#### or ** Service # is ###-###-####.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dishwasher which is under a an extended warranty, stopped working in July. I have been waiting since July to have my dishwasher fixed, and it keeps getting pushed out further and further. I have made several phone calls to Orville’s and *** ***** which is their extended warranty people and ***** which is their repair service. I cannot get a complete answer as to why it is not been fixed. And I can’t get anybody out here to actually fix the dishwasher or replace it. I have taken six days off of work waiting for the dishwasher to be fixed. Some days no one ever shows up. They have been out here twice to replace parts on the dishwasher that were not broken. As of today, I am waiting on calls from Orville, *** **** and ***** as to when they will be out to fix the dishwasher

  

  Business response

  10/21/2024

  Our customer service department has been in contact with the customer in regards to this.  We did reach out to the extended warranty company, *** ****.  We expressed the disappointment we have for our mutual customer.  We asked if there was a way to get them on the service schedule sooner as they have been without their dishwasher since July.  *** **** advised to us that they confirmed with the service company assig, *** ******* ******* that the customer is scheduled for 11/27/2024 which is their current soonest appointment.  *** ******* ******* does have the customer on a cancellation list.  We sincerely do apologize for this situation. 

• Initial Complaint

  10/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a brand new ** dishwasher. It was professionally installed. It is level, hot water line hooked up with the proper pressure, appliance is on its own circuit, drained by a plumber. The dishwasher does not work out of the box. It is a few days old. Several settings on the dishwasher cause it to show no timer and shut off after roughly 90 seconds. The dishwasher does work on the turbo and delicate setting leading me to believe it is hooked up fine and it’s a computer/electrical issue with a few specific settings. We called Orville’s to seek assistance since it has not worked and they are telling us they need a credit card from us but they aren’t going to charge us and at the same time in so many words telling us it’s our fault and our problem because of poor installation. I have a problem giving my credit card to a company that does not want to help us in any way and has already stated it was hooked up wrong with our ever looking at it. I’m not interested in receiving a bogus charge for some issue that is made up. If there is a problem that is not a warranty issue on a brand new dishwasher that we caused they can give me an itemized bill and I will pay it or forward it to our contractor if it was their fault. I don’t understand offering payment for a service that hasn’t been performed and I’m just supposed to take their word for it that they only gonna charge us for non warranty work. My main question is how can it not be a warranty if the dishwasher has not worked properly out of the box and so I don’t feel as though it is right to ask for a credit card “just in case”. I’ve worked for a corporation that tried to pull the same shady stuff on customers to get out of warranty work so I know how it is behind closed doors. At the end of the day I just want the appliance I paid for to work or be replaced. If they have to replace a part, fine, I can wait for it and I understand things happen but to not offer any assistance without credit card sounds like a scam

  

  Business response

  10/16/2024

  As of October 1 2024, Orville's has implemented a new policy which states 'In the unlikely event the issue is found to be a non warrantable claim you may be subject to a reduced trip charge of $79.95 and we do require a credit card on file to secure potential payment'.  The office staff is required to explain this, document the call, and put the customers credit card on file which is in a secured part of our system.   The credit card is deleted once the call is completed and only charged if the issue is not covered under the manufacture warranty.  Non covered issues could include the following: customer instruct, no problem found, cosmetic issues, installation issues (if not done by Orville's), etc.   We have to go over this with every customer, regardless of age or issue.  The technician will be the one to determine the issue when he is in the home.  We do understand the hesitation from customers but this is a policy that applies to all customers.  If the customer is uncomfortable giving a credit card, they also can request service directly from the appropriate manufacture.  The manufacture will most likely advise if the issue found is not covered under the warranty there would be a charge but they may not require a credit card on file.  This product is an ** unit and their phone is ###-###-####.
  
  

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been purchasing appliances from Orville's for over 10 years and have never had a bad experience, until yesterday. On October 10th, 2024, I went to the location I have always gone to William St. in Depew, NY, to purchase an over the range microwave. The salespersons name was Alex and even though he wasn't the most personable, he helped with the purchase. I paid for cash for the microwave and was told I could pick it up from the warehouse or they would have it shipped to the store and I could pick it up the following day. I did not want to drive to the warehouse so I chose to return to the store on the 11th to get it. Alex told me to bring someone to help me carry it because it was a heavy item. After work on the 11th, I drove home to get my son so he could help me load the box into the car. I drove to the store around 4pm and I watched Alex check the box and write on a clipboard. I noticed as I was loading it that on the box was a neon green sticker with someone else's name on it. I decided to check the item number on the box and compare it to my purchase statement. The two item numbers did not match, as well as the name on the box not being mine. I didn't want to drive home with the wrong microwave so I went back into the store to talk to Alex. He confirmed it was the wrong item and told me I could go pick up mine from the warehouse or wait til the 12th and come back. I let him know that was not an option based on the conversation we had the day before. He seemed unbothered and unapologetic that he didn't give me the right product and that he himself didn't do his job by making sure I received the right product. I called the store to let them know I would not be purchasing the microwave and wanted my money back, I was informed I could not get my cash back and that I would receive a check in the next 10 days. I will be filing another complaint if I do not receive this check. Terrible customer service and very disappointed with this experience.

  

  Business response

  10/16/2024

  We apologized for the mistake that took place, as somehow the microwave the customer had ordered was never transferred to the store for pick up.  When the customer arrived the next day to pick up, the microwave unfortunately was not there, and we gave the customer the option to either pick it up from our warehouse immediately (10 minutes away), or to transfer another microwave for pick up the next day. The customer was not happy with either of those options, and chose to cancel their order instead.  Since the customer paid with cash, we cannot refund cash since it was not the same day, and are issuing the customer a refund check that will be sent to the customer in the mail as soon as possible.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new ******* refrigerator I paid extra for the delivery of $79 and the 5-year extended warranty for $179 plus tax . The whole bill was $1,886.63 from Orville's in Victor, New York on May 15th 2024. It was delivered on May 25th, 2024. From day one the water and ice dispenser leaked water continuously. Since it was a holiday weekend I had to wait till Tuesday to call Orvilles service. They did send a repairman over on June 11th 2024 he could not fix the refrigerator. They sent another repairman on June 29th. Another repairman on July 23rd and another repairman on August 6th, 17th and 31st with the same results they could not repair the refrigerator. The repairman told me that Orvilles would reach out to me. When I talked Orville's 9/5 they would not help me with a refund saying it was under manufacturer warranty not theirs. I had to reach out to *******. I called ******* and did the procedure of requesting a refund. It is being under approval and review. I have not heard anything back from them. When I went to Orville's I explained the situation and asked for a refund of my delivery and 5-year extended warranty. Because obviously it was unrepairable. The sales person said that they do not refund the delivery or the 5-year warranty. They could maybe transfer the warranty over to a refrigerator but would not refund the delivery charge or give me free delivery on my next purchase. I feel I should not be out $277 for the extended warranty and delivery charges due to them selling me a broken refrigerator. Since May both the delivery and the 5-year warranty went up so I would have to pay extra on that. I did pick out a fridge there reluctantly and put it on hold till my refund comes back if it does to me .But I feel it should be my choice if I want to purchase another item from there. If I don't purchase a fridge from there I would lose my $277. Due to no wrongdoing on my part. Please investigate this. Thank you

  

  Business response

  09/11/2024

  We are currently working with the customer to assist in resolving the issues. The customer will not be incurring a cost for a new extended warranty or delivery fee.  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased new appliances for our new home. Orvilles delivered some of the items and and damaged our new flooring while bringing in to our home. Flooring will need to be removed and trim will need to removed from wall to reinstall damaged flooring planks. Orvilles delivery manager contacted us on Aug. 29th and offered $100 which will not cover cost of contractor to replace floor. When we explained this to him he said he would call us back. We have not heard from him since Aug 29. We don't think we should have to pay the damage. They damaged our floor and they should have to pay to repair what they damaged.

  

  Business response

  09/09/2024

  We did damage the floor and first offer from the customer service dept was $100. The manager then reached out offered $300 or to send a contractor out to replace the plank. We feel this offer is fair as our contractor told us it would be $300 for him to drive there and replace the plank.

  Customer response

  09/10/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [My husband already told Phil $300 would not cover cost to repair damage and Phil was supposed to call my husband back on 9/3 but did not. The floor is tongue and groove and requires the trim to be removed ,replace 2 planks, (must purchase a box ) 2 planks reinstalled. Trim put back up, caulked and painted. Our contractor quoted $500 for the repair. We are asking for $500. Husband told this to Phil. This is our new home and we should not have to pay part of the cost.
  
  Regards,
  ****** *********
  
  
  
  
  

  

  Business response

  09/10/2024

  We can have our contractor take care of the repair at no cost to you.

  Customer response

  09/12/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  We have our own contractor that we trust and do not wish to use their contractor. We should not have to use their contractor.  We do not want them back at our house.

  W are requesting $500 for the repair.

  Regards,
  ****** *********
  
  
  
  

  
  

  

  Business response

  09/19/2024

  We have tried to negotiate with the consumer and seems they are unwilling to budge. We offered to have our contractor to fix the floor or pay them what we would pay our contractor to do the job. They want only their contractor to do the repair but we are not willing to over pay for the repair. The offer is still open to have our contractor do the repair or the $300 towards having the consumers contractor do the repair. 

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased two appliances from Orville’s in Henrietta, New York. The appliances which included an oven and a refrigerator were delivered on Thursday, September 5th. After the delivery man had left, we noted that there was an adherent blue plastic film on the oven and assumed it would be very easy to just simply remove it by peeling. Unfortunately, the film is so adherent that it seems to be fused onto the stainless steel. I called this afternoon around 3:10 PM and explained the issue to a female sales associate who immediately was dismissive and said there was nothing they could do and that no one was going to come out and help to remove it. At no point did she apologize or even validate how frustrating this situation had been and said all she could do is transfer me to delivery. After transfer, I spoke with the male delivery associate who sounded absolutely miserable. After I quickly explained the situation and asked if someone could come over to help remove the adherent film, he said, and I quote “ No this order’s done”. Once again, absolutely no apology, and absolutely no validation of how frustrating the situation was or any attempts to assist with resolving it. In fact, he said that it was the manufacturer that was responsible for putting the film on to which I replied “yes but you sold us the applicance so what are we supposed to do?”. No reply. Then he said the film is like this and even they have a hard time removing it. And no good answer to how to remove it more easily. So now apparently, my husband and I, despite our recent purchase of expensive appliances from this business now have to attempt to scrape off this blue film that is incredibly adherent to the stove which should be their responsibility. At no point did anyone ever tell us this adherent plastic would be in our new stove, despite the fact that the delivery man admitted this was a longstanding issue. Disgusting attitudes and business practices. You need to send someone over to fix this.

  

  Business response

  09/09/2024

  Our customer service department will give the customer a call to offer an appointment to send someone out to remove the protective film.  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new Maytag clothes dryer for my elderly mother online from Orville's Appliance on 8/8/2024 after speaking with a salesperson, Lisa, at their Amherst store location. We paid an extra $25 for a new cord, $75 to reverse the door opening direction, and $100 for delivery. When I recieved a call from their representative prior to delivery, I specifically asked them to verify that there was no damage to the dryer. Upon arrival, the dryer had a dent from the warehouse so it had to be returned, re-ordered and re-delivered. Due to an appointment, I specifically requested an afternoon/evening delivery but I received a text at 7:30 am telling me that the driver would be there in 45 min. (I live 20 min. away from my mother's house and I had to be there). I attempted to contact customer service to ask for a credit for our troubles but was told that the store couldn't do that so I was transferred to the warehouse. I was on hold for 1 hr 20 min. as caller #1 in que so I had to hang up. We had the exact same issue just a few months prior with a new refrigerator purchased and delivered by Orville's to my mother's house. It had a scratch/dent in the side from the warehouse and had to be returned, re-ordered and re-delivered. We didn't ask for any credit for that issue. All we're asking for is a fair credit for our troubles (maybe the $75 for the door reversal). We're beyond a simple apology at this point. Their advertised "professional, courteous, customer service" obviously means absolutely nothing.

  

  Business response

  08/13/2024

  We do apologize for the inconvenience.  Our office is reaching out directly to advise we will go ahead and refund the $75 that was paid for the door reversal.  We also just wanted the customer to understand that most of the complaints made were out of our control.  In this industry, appliances can be damaged during shipping, delivery, and even set up.  We can't check each unit prior to leaving the warehouse because we go into over 200 homes a day and there are sometime numerous appliances being delivered.  In regards to the time request, we do have to base everything geographically. Going into that many homes a day makes time requests nearly impossible.  I apologize if this wasn't fully explained and you had different expectations.  We try our best to complete each delivery with ease but unfortunately situations do come up.  We will refund the $75 for customer satisfaction.  It will be refunded directly back on the card used for the purchase.  The customer should expect to see that in approximately 7-10 business days. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased an ** washer and dryer from ************************* on 09/08/23 and was delivered to my residential home on 09/29/23. In addition on 09/08 we also purchased the extended warranty for the 2 products. The washer malfunctioned and flooded the home on 01/24/25. We only had the appliance for 92 days that was professionally installed by Orville. ?? The Issue: Defective ** Washer: The washer had a defect and flooded my home, causing significant damage. No Resolution: Despite contacting both the store and **, neither is willing to repair, replace, or refund the faulty product. Model Number: *********  I have documented everything and repeatedly tried to resolve this through proper channels, but I am now need more help. A reputable company should stand behind their products and warranties.

  

  Business response

  06/21/2024

  We spoke with the is customers relative this morning (6/21/24) about the situation. The washing machine manufactured by ** electronics, had a failure with the inlet valve and was in a "continuous fill" condition from what we were told by the customer and servicer. The customer told us that an ** factory authorized servicer complete the repair by replacing a faulty part. The customer also told us she has a pending case with her homeowners insurance and that the insurer (all state) has possession of the faulty part. At this point in time we have informed the customers relative, who reached out to us, that the washer has a one year warranty for repairs and that ** would be the place to start with any other repairs. We told them we can service the washer under warranty after the issue with ** and the customers homeowners insurance resolved the situation. We do not want to impede the pending case that the customer has by performing any other diagnostics, repairs or even replacing the unit, if in the event the insurance company or manufacturer wants to inspect the machine.  

  Customer response

  06/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  *** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩