ComplaintsforOrville's Appliance, Inc.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The racks tilt so far down that a roast or turkey or anything will slide off the rack and if not careful will splatter oil on the door.I have had a meat slide off and burned my hand with the oil 5 times allready I’m disabled and have to be very careful while cooking in it. I lost a roast and it slid off on the door.wiped off the oil and used the self cleanning on it with the racks out of the stove.opened the door after the cleaning when it cooled down and the door had a white discoloration on the whole door.toyed wiping it off with soap and water and it won’t come off.I was told by Orville’s that you shouldn’t use the self cleaning on the range.I don’t understand that because that’s what it’s for.had a service tech come out with no resolution and a ** tech came out but no resolution either.this happened within the first week.all I wanted to buy is a better stove.which doesn’t have any of these issues.the store told me it’s up to ** and ** tells me it’s up to the store I have the store and ** many times with no satisfaction at all.I don’t know what happened with customer service now adays but it’s terrible.I should of bought it from some other place.Orville’s used to be a great place to buy from but not anymore.like I said I started having issues the first week I owned it and I can’t keep making phone call after phone call with each company telling me it’s the other company’s issue.I’m going crazy.all I want is a better stove.it’s a danger to cook on with the racks bending so bad.no one understands this or the discoloration on the door.and why have a self clean option on a stove if your not suppose to use it.I don’t understand

  

  Business response

  12/14/2023

  Our service team will contact the customer to offer assistance.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my daughter a refrigerator when she bought her house. She wanted an ice machine and water port in the door. After 6 months, the ice maker and water port stopped working. When she returned to complain, she asked for it to be fixed. The salesman said we only have a subcontractor named LG that does our work. It will take 6-12 weeks to fix. My daughter asked why this wasn’t explained at purchase? The salesman laughed and said “ I never thought of it”. I specifically asked him if there was any problem getting it fixed if something happens. He replied to me “no”. I paid $2700 for this frig and ORVILLES RIPPED US OFF

  

  Business response

  11/30/2023

  The warranty work on LG merchandise is provided by LG factory service technicians. they are not subcontractors.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a ********** fridgerator back in late June. It has not worked after one week of delivery. Motor makes load noises , doesn’t make ice, freezer leaks cold air. 9 attempts to repair have been done. Gaskets on doors have been replaced. Doors have been replaced. On top of that we have to keep cleaning up puddle underneath because it leaks water from somewhere.

  

  Business response

  12/01/2023

  We do not service the Fredonia area so we do not have any service history. My team will reach out to the customer and attempt to offer assistance with the manufacturer.

  Customer response

  12/14/2023

  The consumer called to say the matter has been resolved and everything is working fine.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ********* refrigerator from Orville's home appliances. This item was delivered with dents on both freezer and refrigerator doors. The ice machine produces ice, but does not dispense the ice. A repair person, Andy, has been to my house three times and was not able to fix the problem. Andy stated to me that this item appears to be a lemon and has markings inside the wiring compartment that identified there is an issue with the wiring as not having passed the manufacturing test. The staff at Orville's have not been cooperative with replacing the refrigerator. Instead, I was told there will be another technician to attempt to solve the issue. This has been going on for close to two months. I would request the assistance of the Better Business Bureau to help resolve this issue, as I have been unable to do myself. Thank you in advance.

  

  Business response

  10/20/2023

  The unit is getting exchanged today. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2022, I purchased $2155 worth of appliances. I was sold the extended warranties for all three as the sales person told me they don’t make appliances like the use to .. In August of 2023 my $547 ********** dishwasher stopped working. I paid $149 for the so called extended warranty on the dishwasher The original warranty could not be used so I contacted *** ****, who handles the service calls. The first service call found the water pump to be broken. When he came back to install it, the door latch didn’t work. The third time the service tech came back to install the latch and the dishwasher still wasn’t working. The service tech deemed the dishwasher non repairable. I never got a follow up from *** ****. Called them and was told a service tech had to come back out. I told the rep the tech had already submitted the paperwork. The customer service rep couldn’t find it so once again the same tech came out and told me he already submitted the paperwork. He made a phone call and assured me it would be taken care of . The issue isn’t the tech he was great . The issue is I now have a non repairable, 14 month old dishwasher that *** **** is only giving me $304 for a dishwasher that clearly was a lemon. I was charged for $243 for labor. When Orville’s does the hard sell of extended warranties be honest and tell your customers you have to pay for labor. I made several phone calls, wrote numerous emails etc . I talked to the manager at the Orville’s I purchased it from and he told me it’s in the hands of *** **** . Never offered a reduced price for the purchase of a new dishwasher. When Orville’s advertises that you don’t have to pay for service calls it misleads the trusting public to think you actually don’t but in reality you do. Orville’s service headquarters wasn’t helpful saying that’s *** ****’s policy. At least be honest when you hard sell the “extended warranty” I want my dishwasher replaced by Orville’s for $304. They should pay the difference.

  

  Business response

  10/06/2023

  We have attempted to contact ******** in regard to trying to settle the complaint but we have been unsuccessful to speak to her.  At this point we have left voice messages with our phone number to call back to discuss another potential option.   

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/5/23 I purchased a brand new washing machine from Orville's. On 9/7/23 not even 48 hrs later the machine stopped working. I contacted the company regarding replacing the machine as it was brand new, to which I was met with argumentative people who refused to help but pass me along to other employee's. After arguing with Chris regarding the washing machine, to which he was adamant I was just in the store arguing with him. My suspicions on them selling defective machines went up and when I asked about that he said things break everyday. When I asked the store manager "Chris" for his direct manager he refused to give me a name or a phone number regarding this individual. I got the regional managers name from the service manager "Larry". I keep asking for a replacement they will not replace it at this point I would like my money back.

  

  Business response

  09/13/2023

  The unit is getting exchanged today.

  Customer response

  09/13/2023

  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

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a washer and dryer set 1 year ago. 1 year and 3 days later- the dryer stops heating. Cannot seem to get any help from the store I purchased or from the Walden site. I went to Orville’s because I believed I could trust them. I was told this was the best set when I purchased it. The dryer MAY have been used 1 time per week for 1 person. This dryer is trash and they are not helping me to resolve this issue AT ALL. The warranty company scheduled and never came. I rescheduled only to find out the repair man was watching you-tube videos and said he needed 3 … yes 3 parts that guess what…. Needed to be ordered because the model is too new! These parts will take another 3 weeks (estimate) before they can come back and fix it. Why are you selling such garbage products? Why won’t you help your customer resolve this issue? You just push me off and not let me speak to a supervisor. You should be apologizing and replacing this trash!!! I have now been without a dryer for 5 weeks! My previous dryer was on year 25 and still going strong when replaced- but silly me, thought I could trust Orville’s. How will you make this right? This is NOT acceptable!

  

  Business response

  09/12/2023

  The extended warranty purchased at time of sale is for repair not replacement. Our office will contact the consumer and attempt to expedite the repair process with the service provider. Orville's does not choose who the extended warranty company uses  to provide the service. 

  Customer response

  09/15/2023

  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.
  
  I still have not received any help. I am no closer to getting this dryer repaired or replaced. I left a vmail with Abby from Orville’s yesterday. You sold me a warranty to a company that is not resolving this issue (New Leaf). I am being told the parts needed to fix this dryer are no longer being manufactured. Now what? I’m out of luck? You sold me a dryer where parts are no longer available! Dryer was 1 year old when I reached out. You need to make this right! You have tons of dryers-delivery me one that can be fixed next year when it breaks since you sell defective machines.
  Regards,
  
  ******** *****
  
  
  
  
  

  

  Business response

  09/18/2023

  Once again we try calling and we get a v/m. If the parts are truly no longer in production the extended warranty company will consider buyout options. as we are not the service provider we would strongly suggest contacting ******f directly @ 1-855-879-6395

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a warranty that gives the customer 50% towards our next purchase. After numerous calls and messages we still can not get the warranty. After doing some research it is apparently that this is how Orville’s conducts business.

  

  Business response

  08/14/2023

  To be clear the 50% buyback pertains to the purchase price of the service plan not the appliance. to qualify for this refund the consumer must follow the procedure ******* explains to all customers. We literally process thousands of these refunds annually. It has been our experience that either the process isn't  followed properly or the consumer simply didn't qualify as service has been performed on the appliance disqualifying the consumer for a refund. We do not have access to *******'s records to determine why this refund hasn't happened. However we will mail the consumer an in store credit coupon in the amount of $84.50 (the disputed credit amount) for any future purchase.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new ** refrigerator (model ************* from Orville's Appliance on Bailey Ave in Buffalo, NY on July 31, 2023. The total cost was 1000.08 with tax, delivery, and set up. Appliance arrived on time (8/1/23) and the Orville crew set it up in my kitchen. They told me it was set at the recommended setting. After 24 hours, the temperature in the refrigerator reached proper cooling temperature (as measured by a refrigerator thermometer), but the freezer temp (measured in the same way) did not reach zero. It hovered between 10-15 F after the first 24 hours had elapsed. I put groceries in both the freezer and fridge. Checked the temp the next day, and the fridge temperature was rising a bit but only topping out at 40F. The freezer was now maintaining at 15-20F. On day 3, August 4, 2023, the freezer reached 65F degrees and melted the ice cream and ice cubes. The fridge was registering 52F. I called Orville's and was referred to Larry in the Service Department. I told him of the issues and asked for a replacement. He told me no. He advised me to call GE for service. I called back Oriville's and spoke to Brian, explaining that I didn't want a brand new refrigerator serviced, I wanted a replacement or my money back. He said it sounded "dead on arrival" and he understood my concern. He said he'd have someone call me back, but nobody called. My husband got curious and reviewed our house cameras. He found that the delivery guy had tilted the fridge to free it from the film and dropped it while lowering it to the driveway. It was enough to create a small bounce/rocking motion and loud noise. I called Orville's to report and was put on hold but nobody picked up from the hold. My proposed resolution is a full refund of the total amount I paid, $1008.08. It's ridiculous to expect to have a brand new appliance repaired, especially when Orville's delivery crew dropped it, and it's never worked correctly. Video available - still pics attached

  

  Business response

  08/09/2023

  Our product exchange team will contact the customer and offer either a replacement or a pick up whichever the consumer prefers. We're obviously disappointed our delivery team did not report "dropping" the refrigerator 

  Customer response

  08/14/2023

  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. They picked up the refrigerator and will issue a refund, which they said would be on my account between 10-14 days. 

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

  
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  this complaint is in regardless to the manager Chris at the north Bailey Orville's store. He refused to give me his last name after being hostile to me on the phone. I have never been treated so disrespectfully in my life. He was aggressive, condescending, and was gaslighting me into saying I was the problem when he wouldn't even let me get a complete sentence out about my problem. I had an installation schedule twice and for two days I had to stay home and no one showed I was trying to explain to him I wanted the common courtesy of at least a phone call. He threaten to hang up on me. Said if I wanted his help I needed to shut up. Said he would not give me his last name and that I was looking for trouble. Told me it wasn't his problem. He did nothing but escalate an already upsetting situation. I had spoken to people before and no one treated me as horrible as he did. He obviously does not have the management skills to be in the position he is. No customer should be treated with such aggression and defensiveness. I think he needs to be looked into for how he is speaking to people. I do not want anything from this other than that guy being looked into for harassing and belittling customers coming to him with their concerns.

  

  Business response

  07/26/2023

  We will be contacting the customer directly to address the complaint.

  Customer response

  07/26/2023

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

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