ComplaintsforOrville's Appliance, Inc.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see typed attachment regarding complaint. There is not enough room for me to attach full complaint here. My complaint is against Orvilles Transit Road in Buffalo ************ for a stove that is dangerous. Originally when this issue begain i was willing to upcharge to a different range in case this one was lower end which is causing the glass top to be dangerously hot. Now I will not do business with Orvilles again whatsoever, i would like this stove to be picked up and refunded the cost so i can go to another retailer.

  

  Business response

  07/19/2023

  Our technician was out to check the reported problem 7/18/23 and has determined that the range is operating within factory specifications. no further action will be required.

  Customer response

  07/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The company is not offering me any resolution to the issue. This range reached 112 degrees without any of the burners being turned on and is dangerously hot. Hot enough to the touch where you cannot place your hand on the glass top. I imagine that if the oven is used at a hotter setting than 400 degrees for longer than 20minutes this temperature would no doubt exceed the allowable 130 degrees as the tech stated to me. This is dangerous and if no refund will be provided, the option for a different range that potentially is from a manufacturer where this is not acceptable temperature should have at least been offered. When I first contacted my sales rep with this issue I had even told him if we needed to purchase something different we would so as not to have this issue and the heat is a huge safety concern for myself, and my family.   Regards, Susan Shepherd

  

  Business response

  07/21/2023

  our sales team will contact the customer to discuss reselecting. unfortunately the return will be subject to a restocking fee as the unit has NOT been deemed "faulty"

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased and paid to have delivered a LG refrigerator on March 25 2023.It was delivered on March26 2023. strike one was the refrigerator door was to be reversed.,which the delivery guys said there was something wrong with the kit and had to order a new.I was told they would take care of it. After waiting the 24 hours for the fridge to get up to temp i put my food back in it,only to find everything was frozen in the refrigerator. After talking to customer service only to find the kit had not been ordered,the service rep order it which took a week to come in.I had to reschedule the service people to come and find out what was wrong with the fridge. when the new door part came in i was informed by Orvilles service men there was nothing wrong with the original kit ,that something was bent on the unit.They did get it to work. Service then comes out tell me that parts needed to be ordered for this brand new fridge.I feel this is not right as it never worked from the factory.I requested a new unit,I was told that could not happen through Orvilles.I called LG myself and the LG rep took my complaint and had asked me if I was offered a new replacement. I said no. So it has been 4 weeks,the new parts are in,and I do not feel that i should keep a $2000.00 investment that has had problems from day one. I have stated this numerous times,with no help. I have had to rearrange my schedule 3 times to Orvilles schedule ( you get contacted the day of when you time is) I also want to state that i take care of 3 under the age of 4 children with not being able to put or keep and food as it will freeze so it is in a cooler.

  

  Business response

  04/21/2023

  We have advised through many staff members the unit has a warranty for repair NOT replacement. We had service scheduled with the customer yesterday and she refused service insisting that LG factory service technician was coming out next week and they would be authorizing an exchange. I'm attaching a copy of our work order for your review. when a consumer refuse's to let our staff do there job's we consider the case closed. If LG approves an exchange we would be happy to assist.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ****** clothes washer from this store in December 2022. For the last few weeks, when it gets to the final spin cycle it makes a very VERY loud noise. Almost like a large metal chain being tossed around inside. Because it's been more than 90 days since purchase, the store refuses to do anything for me other than send their technicians from ** ********* ****** out. I've had technicians out on three separate occasions, all of whom said the problem was fixed and yet it persists. I've spent a lot of money having to go to the laundromat because of this. Also, my husband is disabled with a bad heart so when this noise happens it startles him greatly, which has an awful effect on his health. I would like either a new washer or the money back that I paid for this one, because after less than four months this is awful and unacceptable service. Supposedly a manager from the location (Transit Rd in East Amherst/Clarence) will be calling me about this tonight but I'm not counting on it so I figured I'd submit this report too. Please help.

  

  Business response

  04/19/2023

  The service company reports that the unit was repaired and the machine is operating as designed. the following are the notes from the service provider.

  4/18/23 9:58: WK there 4/18 TUE, 9:09 to 9:55, on arrival checked for codes none stored put in large load of clothes started wash cycle deep water fill customer states that there is a squealing noise in final spin. I was here on 4/14 and replaced control due to pressure transducer not filling correctly on deep fill. that was corrected let unit fill then went to drain and spin spin is normal however when motor is engaged to slow down basket is when the noise started traced issue to the cam kit replaced cam added water and tested spin again 3 times noise is gone left part in home with customer; used 1 ********* (CAM) from stock, Job Complete

  Customer response

  04/21/2023

  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.
  Regards,
  ***** *******
  The washer has worked okay since the date the technician was in, but I still want a new washer. I'm not going to go through the nonsense of having technicians here every week or what have you when the problem inevitably reoccurs. Stand behind your product!
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ***** from Orville’s on 2/23/23, Total amount spent $4419. It took me approximately 10 days to prepare the kitchen island. Once hooked up, we noticed a gas smell. A service call was placed, and a technician arrived on Friday March 31. He agreed there was a gas leak but did not repair it as he said he was not familiar with the range. He needed to contact the manufacturer for assistance. He also noticed a loud humming noise in which he thought was a cooling fan not working properly. I called Orville’s on Monday to follow up. I spoke to Abby who told me she would look into it and call me back. I did not receive a call back, so I called on Tuesday. Spoke to Abby again, she said she would call me back and was going to call the technician. I dd not hear back from her so I called back late afternoon. I spoke to Larry who told me he sees a repair date of Friday April 7 and apologized no one called me to let me know. He said he will follow up with me the next day as I explained that the holiday is on Sunday, and I needed to understand if the ***** was going to be repaired in time or I would have to change holiday family plans. (This was also relayed to Abby with the prior calls). Larry never called me back and on Friday morning, since I hadn’t received any of the normal appointment verification text messages or e-mails, I called once again. Spoke to Theresa she put me on hold and Larry came to the phone. Said he was sorry but never followed up with the technician and there is no service call for today. I asked for the manager for the service dept and was given the name Jeff. I was transferred to his voicemail, and I left a message. While on hold, I listened to how customer service and satisfaction is what Orville’s business stands on. This is totaly unacceptable. Now I have a brand new unworking ***** two days prior to the Easter Holiday. No one from this business could take two minutes to follow up with me during an entire week. I would like this appliance repaired or replaced.

  

  Business response

  04/10/2023

  we apologize that this case went as it did much improvement needed with some members of our staff. the good news is that the case has been resolved. a replacement of the same model is on order. customer was offered in store credit to reselect a ***** we had in stock so we could deliver the replacement prior to Easter. that apparently wasn't necessary. we also offered a loaner.

  Customer response

  04/13/2023

  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

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My washer has leaked Sense they day I got it. They have come out between them and ********* 6 times and it’s still leaking. I’ve asked multiple times to exchange it Sense no one can figure out where it is leaking from. It’s ruined my laminate floor and has cost me a lot of missed time from work to be home for them tip come out and attempt to repair.

  

  Business response

  03/10/2023

  we are requesting an approval from ****** to authorize replacing the machine.

  Customer response

  03/16/2023

  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

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 appliances from Orville’s at 4555 N Bailey, Amherst, NY 14226 on 9/12/22. One of the appliances was the ******* ********** Bespoke 4-Door French Door Refrigerator. When I purchased the appliance it was on display with its front panels installed. When I had the refrigerator delivered they told me on the phone that the fridge would be without its front panels as they are back ordered. There was no mentioning of this at the time of purchase. I called the store several times and all they could tell me was that Samsung has not gotten back to them. I find this hard to believe since they do plenty of business with Samsung. This has been 6 months now and I have to constantly stare at this ugly fridge without its front panels and instead seeing cold steel. I would like a refund and the panels to the fridge.

  

  Business response

  03/09/2023

  We have left a voicemail for the customer explaining that unfortunately we have no control over the backorder of the panels for her refrigerator.  The customer does have a working refrigerator currently, just missing the panels for the front to finish the unit.  There is no refund we are able to offer, as the panels were free of charge with the purchase of the refrigerator. As soon as the panels come in, we will be contacting the customer to get them delivered to her.

  Customer response

  03/09/2023

  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 claims there is no refund to the refrigerator because the panels are considered a separate charge and are free, and that I have received a functioning refrigerator. That’s like saying sorry the car you purchased doesn’t have a paint job and it’s just a cold piece of steel but it’s functioning, and we can’t provide a refund because the paint isn’t included in the charge of the vehicle. This is pathetic. And I’d appreciate if their store rep didn’t refer to me as a female as I’m not one. 
  Regards,
  ****** *******
  
  
  
  
  

  

  Business response

  03/10/2023

  I apologize, but there is nothing further we can do.  The panels were free and there is nothing we can refund the customer for them because they were free.  They are on backorder from the manufacturer *********, and we cannot get them delivered to the customer until the manufacturer delivers them to us.  As soon as we receive the panels from Samsung, they will be delivered to the customer.

  

  Business response

  03/10/2023

  There is no offer we are able to give the customer.  We do not have the panels from the manufacturer yet, and there is nothing further we are able to do other than wait for them to come in and deliver them when they do. We apologize for the delay in the panels, but there is nothing we can do except wait at this point.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ******* washer broke on Jan. 1. I contacted the warranty company immediately to have someone take a look. They set up someone 3 times of which no one showed and I had to take time off of work to be home. Finally out of the blue a company showed unexpectedly with no appointment. I let them in to look at the washer. They stated it would be $900 in parts plus labor to fix. This is a 4 year old washer. The warranty company told them to fix it. Parts came in. The repair company set up a day to come and never showed. Set up another day to come and still didn’t show. Now I am out of 5 days of work and still a broken machine. They now state they will come out feb 9. So now I have to take another day off. Obviously no one wants to fix this and I am losing money by taking time off of work and laundry mats. I just want it replaced now

  

  Business response

  02/06/2023

  We apologize for the frustration.  The work  currently covered by the extended warranty company, *** *****  What they are supposed to do is find a company with the soonest availability.  Obviously in this situation it seems to have fallen down and we do apologize.  At this point Orville's really wouldn't be able to do anything as *** ******* ******* ###-###-#### has already been assign and approved to do the work.  Our best suggestion is moving forward if the consumer needs any service advise our service office they experienced a run around with another company and would like to stay with Orville's.  We can bypass the normal process and do our best to tell *** **** to assign the claim to us.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new ********* gas dual energy stove, 30”. Delivered in mid December 2022 Notified co problem within week. Oven malfunction, turns off with high temp. Two service calls. Replaced electrical control boards, did not resolve problems. Company states that only the mfg can authorize replacement. No resolution. After 7 weeks,

  

  Business response

  02/02/2023

  Our office spoke to Mr. ****** this morning.  Orville's completely understands the frustration on this situation.  We have requested updates from the manufacture numerous times and have yet to have a solid answer.  I will report to the manufacture the customer has reached out to make a complaint on here to see if that makes anything move faster.  Our upper management has agreed that if we don't have an answer from the manufacture by the end of business today we will be contacting the customer to provide them with in store credit to reselect and we suggest selecting a different brand.  I will notify the customer of this as well.  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2020 we started a remodel of our kitchen and desired new appliances. On June 17, 2020 with the assistance of Paul H***** and Lewis P****** we purchased a LG refrigerator, Samsung 30" gas range(with a 5 year ESP), and a Samsung 30" single wall oven from Orvilles in Greece NY. Total cost was $4503.60. We had a balance of $2617.92, with the understanding that the delivery would take place at a later date when the remodel was completed. Unfortunately, our remodel was delayed as were many things during COVID. At the end of March 2021 we received a call from the store manager asking if we were ready to take delivery. We were told if a customer wanted to purchase the same appliances, he would sell them ours and reorder the appliances for us. We were also informed he would not be able to guarantee our appliances would be available when we were ready for delivery due to shipping delays caused by COVID. Since the receipt clearly states damage must be reported within 48 hours of delivery we expressed concern that this policy was not doable as we were not prepared for installation. We were assured by the manager that we would have 48 hours from the time we opened the box. He did not at anytime offer to cancel the order and refund our deposit. Our options were take delivery now, or have the possibility of them being on back order when we needed them. In November 2022 we were ready to install our gas range. After unpacking the unit we found extensive damage to the underside of the range. There was no noticeable damage to the exterior of the carton. We contacted the store manager, sent pictures and he considered the damage cosmetic and suggested we try hooking up the gas range. Our concern was that the impact may have damaged the gas valves that are positioned near the base of the unit. He said the previous manager could not have said we had 48 hours after opening the carton. He offered to sell us a range he had in stock at cost. The 5 year ESP was voided due to the damage.

  

  Business response

  01/31/2023

  Our sales team will always go over our 48 hours damage policy at point of sale or the schedule of delivery.  That information would also be on the original sales order.  If a unit is being reported as damage past the 48 hours the consumer would have to call the manufacture to see if they could assist.  I show this unit was delivered on 4/03/2021 which would be well past the 48 hours for us to assist.  The extended warranty would still be active even with any cosmetic damage.  The extended warranty just doesn't cover any cosmetic to be repaired.  If there was a functional failure on the unit it would still be covered for 5 years from the original date of purchase.  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a ***** refrigerator from them, but they damaged it in shipping. They then told me that because it was sold to me on a sales price and that the price was below their cost, they were not willing to replace it for me. They would only issue me a refund and then I could buy it at full price if I wanted it replaced. It was brand new in box, not a display model or anything. I worked for ***** for 15+ years and know that is not the kind of customer service they expect.

  

  Business response

  01/04/2023

  The refrigerator was purchased off our website as the last unit available.  It turns out when we unboxed the unit on delivery that it came damaged from the manufacturer.  We unfortunately cannot order another unit, so we took the refrigerator back and refunded the customer for their entire purchase.  The customer is more than welcome to select another unit, but we cannot order the same one which is why we have fully refunded the customer for their purchase.

  

  Business response

  01/06/2023

  We spoke to Mr. ****** today.  We should have a solution for him.  He is aware there was mis communication on our end.  The customer is coming to our warehouse today to inspect the unit to see if he is willing to accept it.  At this point Orville's and the customer are working together on a solution.  

  Customer response

  01/10/2023

  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,  ******* ******

*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. ↩