ComplaintsforOrville's Appliance, Inc.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a *********** gallery refrigerator with through the door ice maker and water late April. The ice maker has not made ice. Service came out, not clear what the issue was, ordered new computers. Those were installed 2 weeks later, still does not make ice. I requested to return or exchange the product, as noted on their website, they say it does not warrant replacement. I have been told by sales to call service, service to call sales, Service advised I call *********** and that it may not be repairable or returnable. That overall the refrigerator is working. I have not once been reassured that the matter would be taken care of, that they stand behind the product or their service. I have told repeatedly that it is difficult to get service out to Webster, that the homebase is Buffalo. I would like to return the faulty refrigerator for refund.

  

  Business response

  06/26/2024

  We have been in contact with this customer and have a service visit scheduled on July 3rd to address her concerns. If the technician needs to, he will involve ********** technical support team to help resolve this matter. We have assured the customer that this unit will be repaired under the manufacturers warranty. ********** will stand behind the product if it is deemed unrepairable. Even though the corporate office is in Lancaster, we service the Webster area 5-6 days per week. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a fridge from Orville's. When it was delivered there was significant damage done to our floors. I was home with a sick toddler and did not inspect the work that was being done. When the workers left I noticed damage to the fridge doors and then the floors. I emailed and called multiple times starting about ten minutes after departure. I provided pictures of damages. The company claimed ownership of the damage to the doors but insinuated that I did the damage myself because the fridge was left pulled out for water hookup. All pictures and calls were made prior to my dad and husband working on the water hookup that night. It took nearly a week to even get a response about the floors and then told to make a claim with my insurance despite the negligence of the delivery. Nothing was put down to protect the floors. Also, there were dings to a wall and molding along with the workers breaking the handle on our water shut off valve. The company flat out ignored those damages. Ultimately I just wanted them to take responsibility for the floors and pay for the damages to be fixed.

  

  Business response

  04/19/2024

  On 4/11/2024 Orville’s completed the delivery at 10:21 am using body straps so the fridge was only set on the floor and not moved around. The fridge was left in front of the final spot per the customer’s request so they could hook up the waterline as Orville’s does not reconnect used waterlines. Shortly after the drivers left the customer called to report damage to the left fridge door, they were asked to send photos as they are needed by the manufacturer to get replacement parts.

  At 10:35 am the customer sent a photo of the left door damage, the fridge was where we left it.

  At 12:26 the customer sent another email stating “I've noticed more damage after moving the fridge further back. There is slight damage to the other door which is hard to see in the picture but also the floor is damaged.” In the photo of the fridge door blemish it clearly shows the fridge was moved into its final spot by the customer. The photo of the floor damage appeared to be indentations from the weight of the fridge being moved on the floor.

  At 2:50 pm an additional email was sent with more floor damage that would have been clearly seen prior to the fridge being moved. This damage was of the floor being scraped leaving white marks on the floor where the top layer was scraped off with the shavings still there. This damage was a few inches to the side of where the fridge was left by Orville’s and much more noticeable than the indentations in the second email.

  In this BBB complaint the customer stated “Also, there were dings to a wall and molding along with the workers breaking the handle on our water shut off valve” This is the first time the customer has mentioned these issues and no photos were ever sent regarding them.

  Also in this BBB complaint the customer stated “All pictures and calls were made prior to my dad and husband working on the water hookup that night.” This as you can see is false per the timestamps on the customer’s emails.
  Orville’s denied the claim for the damaged floor since the customer moving the fridge caused the damage to the floor. We did agree to order both fridge doors from the manufacturer and replace them at no cost. Since this is the first we are hearing about wall, molding and water shutoff damage we will not be accepting responsibility for that either since it is now seven days after the delivery took place.

  We advised the customer to contact their homeowners insurance and file a claim. 

  Customer response

  04/20/2024

  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.
  Regards,
  Morgan Montagno
  
  
  
  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/5/2024 I purchased a refrigerator from Orville's. It has an icemaker. The delivery men disconnected the water line from my old refrigerator from under my sink. They did not connect the new refrigerator to the water line. I called to ask why they neglected to do this. I was told that it was against the law for them to do so. I could get my water line connected by their service department. I called the service department and was told that it would cost $50 some dollars and scheduled an appointment. When I looked at my credit card page i saw that they charged me $174 dollars for the service. I was not told at the store when I purchased the refrigerator that there would be an extra charge to hook it up . Nor was I told how much it would cost. I have since cancelled the appointment for hookup. Is this legal for them to add extra charges for water hookup> And, also not tell the customer about it? The delivery men also did not tell me that they not going to hook up the water line. When they left I thought the manual said I needed to wait for interior temperatures to stabilize before the ice maker would start. Also, the water line needed purging the air out before dispensing water. It finally occurred to me that the water line was not hooked up. I feel I am being taken advantage of. ***** ******

  

  Business response

  04/10/2024

  The customer was given all of the correct information by her sales person at the time of the sale, but the store manager is calling the customer today (4/10/24) to re-explain why we cannot connect to an existing waterline and what the actual charges are if she would like us to come out to connect the water to the refrigerator.

  Customer response

  04/11/2024

  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. BBB spoke to the customer and the following was relayed:The store manager did call me and I remain unsatisfied with the store manager's response. I am not willing to pay an additional $174 to have the water line hooked up. Regards, ***** ******

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

      I purchased a washing machine & dryer from the Victor NY Orville's on 3/4/24. I have no issues with either machine or the Victor store except they took no responsibility for the issue of installment. Both appliances delivered 3/9/24. Service delivery done by Buffalo Orville's. After installers left I did a wash in the new washer. After was there was an extensive flood in basement from connection to my plumbing. A second service team came 3/10. They couldn't fix the issue. Said to call a plumber. Called Buffalo office, 3/11. Told manager it was their washers I had hooked up in the 32 years since house was built & this is the first time connection leaked. He had no solution except to call a plumber. THEN HE HUNG UP ON ME.

  

  Business response

  03/22/2024

  The customers home plumbing for the washer drain hose is too far away from the washing machine and will not reach. Their old washer was hooked up to an extension hose to reach the drain. The new washers come with a plastic drain hose which will not seal to their existing drain extension. The only solution is to have a plumber either put in a sink next to the washer for the drain or to have them install a stand pipe behind the washer for it to drain into. It is the homeowners responsibility to have their home plumbing rerouted to accommodate their new appliance.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The GE washer never worked as designed . first load of wash made loud grinding moaning noise. Called Orvilles they said to let it warm up for 24 hours, next load was quiet, two loads later the grinding moaning is back with a vengeance. Called Orvilles they are unable to solve the problem, must call GE. Called GE they have no technicians available, Must go on line to schedule an appointment. From day one this machine has not functioned as designed.

  

  Business response

  03/07/2024

  Many manufacturer's require consumers to contact them directly to schedule service. GE is no exception. Our office will contact the customer today to make sure service has been scheduled.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a dishwasher and a stove on 2/20/24, making sure they would both be delivered on the same day, (2/23/24). I took off from work (a part time job) to be here for the delivery and installation . I received a phone call on 2/22/24 at 5:09 PM informing me they couldn't deliver the stove because they screwed up. The call was made by the manager "Chris" (if that's his real name) he was rude and unhelpful. His customer service skills are horrible. He did off me the option of having the stove delivered on 2/24/24. I have to tale another day off from work because they messed up. I feel he could have helped but he CHOSE not to. I am a senior citizen (73) and my part time job is important to me. I am now short two days pay because of them. I find it hard to believe they couldn't find a way to make a customer happy. It is also IMPOSSiBLE to find any way to contact any District Manager or any upper management. I do have the name of the, CEO Mr. David Sarles but there is no way to contact him. I do not want to be contacted by Chris (the manager) as he is unhelpful.

  

  Business response

  02/23/2024

  Orville's was not able to get the range that Mr ******* ordered on the truck in time to get it delivered to him today with his dishwasher.  Our manager on duty, Chris, explained that to Mr. ******* and apologized that we had no way to get his range to him today.  Chris refunded Mr. ******* his delivery charge, $79.00 plus tax, for the inconvenience, and we are scheduled to deliver his range tomorrow.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased dishwasher, refrigerator. microwave and oven a little over 5 yrs. ago for my home (I also purchased the same for another house in Machias a little over 2 yrs. ago) Immediately I had issues with the dishwasher not draining and dishes not drying. A service tech was sent out (who was not very friendly) he proceeded to tell me that i needed to prop the dishwasher door open when done for dishes to dry. I continued having problems with it not draining, the same tech came back and told me the hose was too long and the dishwasher was too far from the sink. No solution was made, dishwasher would not drain or drained slowly. We lived with this for several yrs. hardly using it due to it usually only getting half way through the cycle than beeping shutting off. Well, it died, and we decided to buy another one. When the tech came, he was surprised we were getting a new one because the existing one looked new, when he pulled the old one out, low and behold it had a severely kinked hose, and in his words "here's your problem". The original installer kinked the hose during the install and the service tech that came back 2 times never pulled the dishwasher out to check it. Now I am out an additional 952.00 All because of a poor installation and a service tech that couldn't be bothered to check for the real issue. I have had the buck passed from store to service dept. to service manager and no none seems to care. I have left a voicemail with the service mgr. and sent an email through their customer service dept. and after several weeks have not received a return call. I guess their way of handling issues is to ignore you until you go away. I have spent thousands with Orvilles and i expect better customer service and care than i have received.

  

  Business response

  01/30/2024

  We will reach out to the customer and provide an amicable solution to resolve this matter

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Negligence in installation causing thousands of dollars in damages to our home

  

  Business response

  01/23/2024

  The customer was advised that their insurance company would be the best to handle it since they will make them whole and subrogate the claim to us. They refused this route and requested that our insurance company handle it. So it has been sent to our insurance company to handle the claim.

  Customer response

  01/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve our complaint. We have NOT received any communication from the insurance company Orville uses and have continued water damage to our home that is now two weeks old. This is unacceptable. We also did not refuse to use our homeowners insurance. There was absolutely no reason to use this insurance as it is the company’s negligence in failing to install the drain hose. Please assist us or we will need to work with our lawyer to proceed with legal action if not contacted to correct the situation. Attached above is Orville‘s own employees who admitted this drain hose was not installed, the fixtures were still in the original package, sealed and unopened. We have yet to receive any apology, compensation for the damages and time and trouble and stress this has caused us.  Regards, ****** *** ***** ******  

  

  Business response

  01/30/2024

  This is in the insurance company hands, ****** ********* ******** The insured is ****** ******** with Orville's being listed as an additional insured. Orville's had asked for estimates to be had for repair to help expedite this. However this is not a BBB issue as insurance will be handling everything. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a stove from orvilles that was delivered 11/14/23 and set-up.... while cooking christmas day my oven stopped baking....returned to the store on the 26th and was given the service # to call and told they would arrange service to come out and repair.....returned home to call them where I was informed that I needed to call another # to have the stove serviced, upon calling several times I was put on hold, then advised to use certain a prompt to get a response in english ... which didn't happen- it sounded like Italian. called back to the local service center to be told that I had to go through that number for that stove purchased. I continued to try & then called them back and was told that I hat to email my concerns to that company.... my husband returned to the store location where the stove was purchased & was told by a mgr. he did not understand what was going on because the service center handles appointments.... (which is what we had always understood/ heard occurs when you buy from Orvilles Appliances) We are elderly and finally we sent the email with all the pertinent info, only to receive another email days later from a Forno Appliances giving a ticket # 49140 & a list of 7 requests of which all were already included except 2 ( a picture /video and purchase slip) ...this set has been completed several days ago with no response yet.... I have copies of all correspondence back & forth... -christmas dinner was spoiled -aggravation is growing because I am feeling like an elderly person being prayed upon because I don't know what else to do

  

  Business response

  01/12/2024

  Our office Manager will contact the customer and attempt to assist our customer. this is a brand that has very specific procedure requirements.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a washer, dryer and pedestal for the washer on June 30, 2023. Delivered and installed on July 1, 2023. Washer started shaking and making loud banging noises, Orville's had ** ********* ****** come out on 9/26. Service man said washer had not been installed correctly on pedestal. 9/29 Orville's installation came back and put washer on pedestal the proper way. Bad vibration and noises continued. (Vibration and noise are always during spin cycle) Orville's has sent service back 7 more times for continuous problem with bad vibration and noise during the spin cycle. Orville's tells me they cannot take back or replace washer without ok from **************** (it is a ****** washer) Orville's did come back on 12/21 and took pedestal which they said was maybe causing the problem. As of 12/26 I have not received credit of $268.61 for the pedestal. Washer is still getting bad vibration and noise during spin cycle as of 12/26 and also now have gotten Error codes during a couple washes where door will not unlock unless machine is unplugged and then plugged back in I have videos showing the vibration and noise, workers in the store and service men have watched the videos and agree something is wrong. **************** say they cannot do anything unless Orville's gives recommendation to replace or refund and Orville's says they cannot do anything that it is up to ******. At this point I want Orville's to take the washer back and refund my money. I do not want repair men here again. All I want is to be able to do my laundry in peace, without having to stand in my basement watching and making videos of the washing machine during the spin cycle.

  

  Business response

  12/27/2023

  Our service department as well as other's have been working to resolve this reported problem for some time now. Not sure why  the BBB would enter into the equation. Our office will contact asap to close this case.

  Customer response

  12/30/2023

  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

  Orville's offered me 50% of what I paid for the washer. The other 50% they keep as a "reboxing fee" Does this mean they will turn around and sell this defective washer to another customer. I WILL NOT accept this. I want a full refund. They told me I will have to take this matter up with ***************** which I have already tried to do ********* will not do anything without a request from There have been 3 service repairmen form either Orville's or * * ********* ****** who have witnessed the washer being loud and vibrating badly. These repair people have only put in their reports that the washer is performing to "Company standards". If these are the standards that ********* has then they have a serious issue with the quality of their products. I have tried adding videos of the washer but they will not go through. 

  There is so much to say about how Orville's has handled this issue but not enough room here to put it all. 

  They did come and take back the pedestal on December 21, 2023 and I am supposed to be getting a full refund for that but as of today December 30, 2023 I have not received the refund even though I have been told on 3 different days that it was being processed that day.

  All I want is a full refund so I can go purchase a washer from another business. I will never purchase anything from Orville's again. 

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

  
  

  

  Business response

  01/05/2024

  We are done disputing this !! My  team will contact to make pick up arrangement's for a full refund of the washer. Ms. ****** will no longer be an Orville's customer as nothing we have done has met her expectations.

  Customer response

  01/08/2024

  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.

  Since Orville's and their service department could not fix the problem with the ****** washer the only considerate thing they could do was to refund me the purchase price and to take back the defective washing machine. They told me the only reason they decided to take back the washer and refund me the purchase price is because of all the negative reviews they are getting on social media. 

  Maybe it's time for Orville's to rethink their customer service.

  I accept the full refund and I have no intentions of ever purchasing a product from them again because of their AWFUL customer service and attitude.

  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. ↩