ComplaintsforOrville's Appliance, Inc.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a washer and dryer from Orville's. Was offered an extended warranty. I usually don't buy them, but was told that if we didn't need to use it, when the extended warranty expired (after 5 years) we would get 50% of the cost back. Sounded like a good deal. There were tricky hoops to jump through, which were clearly put there to make it hard to get the refund: after the 5 years, you only have a 30 day window to submit the refund form, plus you need to send in all the original receipts (no copies!). But we managed to do everything correctly. We then received a letter from the extended warranty folks which was basically a gift certificate for Orville's that expired 3 weeks after we received it. Went to Orville's to say that wasn't what we were told we would receive. A 3-week gift certificate to an appliance store is kind of useless, unless you happen to need an appliance within those three weeks. They said those were the conditions of the offer, and that it was stated on the form we submitted for the refund. I relooked at the form (copy attached) and it did say that the refund would be a store credit, but nothing about the credit only being good for three weeks. I asked if I could get a store credit that didn't expire; they said no. They said, "Most people get refrigerator filters." I don't happen to need a refrigerator filter! If this was a store with lots of merchandise, like a Target for example, I would find something to buy. But since it is a major appliance store, there is nothing there I need or can use right now. This was a false and misleading offer!

  

  Business response

  02/28/2022

  All of the details of the offer are clearly stated at the time of the sale as well as on the receipt.  We have refrigerator water filters, multiple different types of appliance cleaners, and other small items that a customer may use their store credit towards besides just purchasing an appliance if they do not currently need one.

  

  Business response

  02/28/2022

  All of the details of the offer are clearly stated at the time of the sale as well as on the receipt.  We have refrigerator water filters, multiple different types of appliance cleaners, and other small items that a customer may use their store credit towards besides just purchasing an appliance if they do not currently need one.

  Customer response

  03/06/2022

  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.
  
  The business responded, "All of the details of the offer are clearly stated at the time of the sale as well as on the receipt." This is NOT correct, as can be seen on the copy of the form that I attached to my complaint. Apparently the form in use now specifies that the credit is only good for a limited time (I think the current form says 60 days); the form I received 5 years ago, the copy of which I attached to our complaint, did NOT include any time limit.
  
  Regards,
  
  ****** *** ***** ******
  
  
  
  
  

  Customer response

  03/06/2022

  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. The business responded, "All of the details of the offer are clearly stated at the time of the sale as well as on the receipt." This is NOT correct, as can be seen on the copy of the form that I attached to my complaint. Apparently the form in use now specifies that the credit is only good for a limited time (I think the current form says 60 days); the form I received 5 years ago, the copy of which I attached to our complaint, did NOT include any time limit. Regards, ****** And ***** ******

  

  Business response

  03/10/2022

  The customer received the email with the store credit in more than enough time to use it.  There is nothing we can do about the store credit now that it has expired.  They are more than welcome to reach out to *** **** and see if there is any way they will give the customer an extension on the credit.

  

  Business response

  03/10/2022

  The customer received the email with the store credit in more than enough time to use it.  There is nothing we can do about the store credit now that it has expired.  They are more than welcome to reach out to New Leaf and see if there is any way they will give the customer an extension on the credit.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We need your help,we bought a ******* washer and dryer with the extended warranty,on 3/7/2020. our dryer door developed cracks on the outer glass and the filter door broke and the spring fell out.I called Orville,s the 1st week of November of 2021 and the lady said we do not cover cosmetic problems.I explained they were cracks not scratches,i think this is a little way of them saying we don,t want to honor the warranty.when we take the filter out of the dryer the filter door is suppose to close. with it being broke that doe's not work. I called the 1st week of November 21 and they said someone will call you within 48 hours,I called about 10 days later and they said someone will call you within 48 hours.We paid 2352.26 dollars for them both,the extended warranty was 139.00 dollars each times 2 and tax equals 302.32.We would like a full refund from the extended warranty,so we could pay someone else to repair it.Let's do this so we won't have to go to small claim's court.We are very busy and don't have time to play games.Thank You for help BBB ***

  

  Business response

  02/07/2022

  The extended warranty is only eligible for a refund within the first 30 days of ownership so I apologize but that isn't an option.  It is our responsibility to honor the warranty on the product.  The customer is currently covered by the extended warranty *** *****  The contract states it covers any functional failures not cosmetic.  Any for of cracks or even scratches would be considered cosmetic.  The customer should call *** **** *##-###-#### to discuss if this can be covered or not.  If it is found to be eligible for service based on the terms and conditions of the contract it will be set up with one of the many local service providers.  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Installed microwave over stove w/neighbor used two times. Same evening smelled electrical burning & unit was kicked off (did not pop breaker outlet worked) Had to call Samsung waranty teck was sent ordered part, different teck came & said inside parts (frame work) was too badly damaged call store, store did exchange w/same item, (asked if could try unit in store to make sure worked and was told no) Before installing second unit took out of carton and tried on counter, plugged in opened the door & fan started running (not exhaust fan) in microwave with loud noise (I recorded this on my phone) Called store they said I must deal W/ waranty, finally got service tech to come & he said physical damage was inside, said maybe was dropped in warehouse. Had to deal w/ Samsung who told me physical damage is not covered under warraty and I must pay for repairs. So I buy a faulty item 9twice w/same damage) & they (Samsung) blame me. and expect me to pay for undetermined amount of repair!

  

  Business response

  01/19/2022

  We have decided to offer the customer a full refund.  We left a message explaining just a moment ago at 10:17am on the phone number on file.  We will require the tag to be sent to our warehouse and when we receive that we will process the refund however he originally paid.  The refund process typically takes 7-10 business days.  We also advised it would be in his best interest to shop closer to his home.  Unfortunately we don't have a service technician readily available in that area so he may run into issues like this and unfortunately this offer is something we normally can't offer especially on customer pick up since the unit is supposed to be check by the consumer prior to leaving.  If there is no visible physical damage on the outside of the unit then the unit would not have been dropped and the unit should have been serviced but again we are willing to do a full refund as long as we get the model/serial tag is sent to us.  

  Customer response

  01/20/2022

  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

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I built a new house within the last year. I purchased all kitchen appliances for the house from Orville’s in Webster, NY. We purchased delivery and install. I wanted to pay for the microwave up front at the store separate from the other appliances but have it delivered and installed with the other appliances. Seems easy enough? After working with George, I was ready to pull my hair out. It was very frustrating, so much so that my SO removed herself from the store to wait in the car. Of course, as I suspected, the delivery was jacked up and the delivery guys refused to install the microwave as they were supposed to. Of course there was damage to the microwave as well. I called Orvilles to explain to the manager my issues and he told me he was present for my conversation with George which was a lie on his part. I’m all for supervisors standing up for their employees, but what this manager said was dishonest and basically made me feel like it was his word and George’s word versus mine. So I was left with a damaged microwave that was to be installed but was not. The manager told me that my only option to return the microwave was with a 40% restock fee. I felt that this was ridiculous. I spent a lot of money at Orville’s and was treated very poorly.

  

  Business response

  01/18/2022

  Looking into our system I see an OTR purchased on 5/18/2021 with a 'Drop Del' on the order.  If this is the unit being talked about, the order was set up as a drop delivery which is free of charge to the customer for Orville's to just drop it off in the garage or driveway, or possible for the customer to take it with them from the store same day as purchase if they had it in stock.  We have an installation department that could have installed the unit which would be a separate fee of $139.00.  We also have a 48 hour policy to report any damage.  Again if we are talking about the unit that the customer took possession of on 5/18/2021 we are well out of that time frame which the customer at this point is technically supposed to call the manufacture to see if they can do anything so if the store is offering a 40% restocking fee that would be an exception to what we normally do.  I have attached the only invoice I show in our system for a microwave under this phone number.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a ******* washer on Sunday January 9th and they put the order under my wife's previous name ******** *******. We got the machine delivered that Tuesday and when we went to use it and the machine won't work right the clothes come out dripping wet. I called orvilles and told them the problem and the lady said she can't help us and to call *******. I said can't we just return this defective model and purchase another one and she said we don't do returns. I was shocked at this kind of service or if is even legal to do. But at this point I just want my money back of 746.03 please help me with this problem

  

  Business response

  01/18/2022

  We do have to honor the warranty of the product which is for repair not replacement.  Unfortunately we are unable to do returns on all pieces they are handled by a case by case situation and subject to a 50% restocking fee.  We will call the customer and get them set up directly with a service call.  The manufacture technically requires the consumer to contact them directly within the first year because they will try to troubleshoot the problem.  We can bypass that process for this situation and get them on our schedule.  Our office will call them to schedule by the end of business today.  

  Customer response

  01/21/2022

  So here is a copy from the ******* service company who came out on the 19th and looked at the machine and said it was unfixable. So I called orvilles and told them what was said and they still won't let us return the unit. So unfortunately I had to go to ***** to buy another washing machine.

  

  Business response

  01/26/2022

  I spoke with the customer and he is aware we are going to reach out to the manufacture to request a return authorization.  If they approve that based on the repair diagnosis we will be able to pick up the defective unit and process a full refund.  If they deny the return authorization we will be able to pick up the defective but there would be a 50% restocking fee.  The customer is aware we will keep them updated once we have an update.

  Customer response

  01/27/2022

  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 will not accept a refund for only half the amount.
  Regards,
  *** ******
  
  
  
  

• Initial Complaint

  12/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi - I was denied a sale at Orville’s Transit road. The reason I was given was that I spent too much time looking around and making a decision. This is no way to handle business. I went in a Few times to look at washer and dryer machines and I have a full right to do that before I made a $1000+ purchase. Bob, who is a manager at the transit road location, is not only rude but racist. He said we couldn’t buy the machine on sale but could purchase anything else. How dare he deny a sale to us like that? I’d like for you please look into this issue because no business can deny a sale to a customer just for simply looking and spending time to do research. Take a look at the surveillance camera and you’ll see we spent max an hour or two looking around - but Bob claimed that we spent 8 hours looking around. Even if we did that, we have every right to do so because we are making a big purchase. Bob and Orville’s owes us an apology and I will be consulting a lawyer for this as well for denying a sale due to racism. Thanks!

  

  Business response

  01/03/2022

  We have reached out to the customer to make sure they are aware that they were never denied any sale, that the issue was just that we could not discount any of the products or services on the sale.  They asked for discounts numerous times and were told that it was not possible.  

  Customer response

  01/03/2022

  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.

  That is not true. We were ready to buy the item on sale. We were told that we couldn’t even though we were ready to pay the price listed on the product. It doesn’t make sense that the store would sell the item on sale to another customer and not us even though we were ready to pay the price listed there on the product. That is clearly discriminatory. 

  Regards,
  **** ***
  
  
  
  

  
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited an Orville's store located at 8430 Transit Road in Williamsville on Dec. 19 to get an update on my replacement doors. I have been waiting for two replacement parts for 11 months. 11 months ago, a damaged refrigerator was delivered to me. The delivery team also left a significant amount of plastic wrapping on the doors that look messy and are not worth attempting to remove (and employee told me to blow dry the plastic). I called Orville's almost one year ago and I was transferred to the parts department. The department told me there were no parts available (almost one year ago). For almost one year, Orville's employees have said the same thing when I call: "We'll have someone get back to you." Or, "We'll update you." I think for one year that I've been patient. I recently received a letter from Orville's stating that my warranty will be up, however, I still haven't received the parts. First, I met Keith. Keith had a RUDE disposition and I quickly learned that he had an even bigger temper. I explained to Keith that I have been waiting for replacement doors on my Orville's purchase for almost a year. He said the same thing Orville's employees have been saying to me all year: I'll have someone call you. I told Keith this is what I've been hearing for almost a year. Keith replied, "Well, what do you want? You came here at 4:00 on a Sunday!" His attitude was threatening and rude! I told Keith he could be a little nicer to me. Keith replied, "you can be a little nicer to ME!" I told Keith that I want to talk to another person. He walked away. Dylan, the MANAGER, was the next person I talked to. I was in disbelief and asked Dylan if he heard the way that Keith just talked to me. Dylan said he hadn't heard anything. Dylan quickly became defensive, defended Keith's behavior, and out of disbelief I said a swear word to ask. Dylan asked me to leave. Before I left, I asked Dylan for a general manager's number. In an aggressive move, he called the police. I was calm.

  

  Business response

  12/22/2021

  I do have the consumers filed documented that there has been some issues and due to that we are having another company replace the doors for her.  The other company has picked up the doors from our warehouse on 12/20/2021 and its documented that ******* (company completing the service) will be calling her to schedule and the customer is aware.  There is no refund process available each unit comes with a one year manufacture warranty for repair not replacement/refund. 

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a $1100 ***** ***** washer from Orville's. The initial washer was installed and broke after the second wash. After hours on hold with Orville's service dept., a technician was finally dispatched and it was concluded the washer was faulty and needed to be replaced. The second washer was installed and broke mid wash on the first load (half loaded with clothes). I called Orville's to request a return of the obviously substandard product and they refused, stating it's user error and that "speed queen appliances are tricky to use" and you can "damage them easily with incorrect operation". This is supposed to be a commercial quality washer! I was not informed of the delicate nature of this appliance when I purchased it and believe a refund is not unreasonable at this point.

  

  Business response

  11/18/2021

  We do have to honor the warranty of each product and that is for repair not replacement without manufacture approval.  The manufacture advised us they wanted us to look at the unit because it may be as simple as an issue with the lid lock.  The customer is on our service schedule for 11/18/2021.

  Customer response

  11/18/2021

  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 spoke to the tenant.. The washer is STILL BROKEN as of the "repair" made today.  This is ridiculous in my opinion. There have been two service visits on two DIFFERENT washers in 3 weeks.  It's a defective product.

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

  
  

  

  Business response

  11/19/2021

  The first unit delivered was defective and able to be replaced because the manufacture approved it.  The new unit that entered the home on 11/12/2021 does start with a new warranty and we understand the frustration but we can't just replace or refund.  We have to honor the warranty which is for service not just replacement if something is wrong.  Our technician said he completed the repair (there was an issue with the lid lock switch due to the hinge) yesterday 11/18/2021 and when he left the unit was working to manufacture specs.  If there is still an issue we would be happy to set up a return visit.  The customer can request an exchange through the manufacturer and if they approve it they will let us know but at this point it does not qualify and we would have to schedule a return service call. 

  Customer response

  11/19/2021

  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.
  The unit is defective.  This is the second defective unit to be delivered and the 2nd unsuccessful "repair".   This is a high end product that you sell in your store.   Are you saying the product is NOT defective?  Do you believe this to be good customer service on the part of Orville's?  Why do you refuse to refund the product if it is clearly a bad product?  YOU should be handling the correspondence with the manufacturer, NOT me.  Under normal circumstances, perhaps a single repair is acceptable.  But this has gone so far beyond what any reasonable person would put up with that I cannot wait any longer for you to resolve this.   I'm taking this to small claims court if you do not refund my purchase and collect the washer.
  
  Regards,
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Orvilles installed a disposable in my kitchen incorrectly, they came out and I was told it was put in wrong but they would not accept responsibility for the damage it caused. I continue yes to speak with and email the service department. They refused to give me the name of the owner or president and said they make they decisions. I have all the emails. The woman I was dealing with is Eileen F******. At this point she has refused to give me the owner or anyone above her name or email. Absolutely infuriating situation.

  

  Business response

  11/18/2021

  When we originally installed the disposal on 6/21/2021 we have a picture showing already existing floor damage inside the cabinet.  The customer called us to report the disposal was leaking under the sink on 9/16/2021 and we sent an installer out to check the issue on 9/17/2021.  The installer there documented that yes the disposal was leaking and he corrected that but the major issue was the consumer was also having an additional home plumbing issue.  He found water pouring out of a cracked gasket located on the other side (not the plumbing that is apart of the install).  Our installer did a good will gesture and repaired the home plumbing at no charge.  When installing the disposal we do not touch the piece of plumbing that was actually broken.  The "newer" damage to the cabinet was caused due to a defect in their home plumbing.  The customer has been advised of all of this in detail and we also told them their next step will be to call their home owners insurance but they were still unhappy that Orville's will not be accepting any responsibility of home damage.

  Customer response

  11/24/2021

  I will be as clear as possible and provide emails. Orvilles was willing to admit that they installed the disposal incorrectly but would not accept the responsibility of the damages. My further and overwhelming complaint is the assistant manager refused to let me speak or give me the email of the president of the companu. She told me I didn't need that. I have emails that will provide you with more information. This is definitely the arrogance of a woman deciding she makes all decisions for Orvilles. They are to blame for the floor and cupboard being ruined and admit the improper installation but feel it wasn't their problem. I will never use Orvilles again and will take every opportunity to spread the word. 

  

  Business response

  11/30/2021

  At this point based on our very experience installer we do trust his assessment of the situation.  I will attach the pictures of the defective home plumbing and also the installers notes.  The customer advised she was told to get an estimate by our installer but she has refused to send that in at this point and I believe that is because we advise that yes you can send an estimate but that doesn't mean we will be taking responsibility until we review the estimate.  We have advised before and will advise again the consumer has to contact their home owners insurance.  If they find us responsible then that will be handled through our insurance company.   I understand some consumers feel the president or owner of the company needs to be involved with situations like this but the Assistant Manager is the one who handles these situations.  We have very standard protocols when it comes to damage.  Our installers will tell us if we caused it because again that is why as a business we have insurance and will make right of a situation if we caused it.  I have attached the picture of the first install which shows cabinet floor damage already.  The second attached shows the defective  home  plumbing which we don't touch at all during an install of a disposal.  I will also again say that our installer ended up fixing the home plumbing for the consumer when he could/should have recommended a plumber but he did a good will gesture and repaired it for the consumer.  If you need individual pictures of the home plumbing damage please let me know. 

• Initial Complaint

  11/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I brought a kitchen set frig stove microwave and dishwasher I had to go with a low profile microwave of another brand because the one that came in the package was to big the microwave is ********* and the other appliances are things where delivered on 11/3/21 I love my stove and fridge 2 different installers well the next installation is where the problems started the microwave was installed then he tried to set the clock it was missing a digit example 2 5 instead or 215 he told me sometimes the units sit in the cold and they have to warm up I asked him has he ever seen this happen before he said he don’t worry I’m taking a picture and video on video he stated right out the box this problem existed I’m like ok he said give it a while if it’s not on in the morning call and they’ll swap it out it came on the Thursday late morning but it went back out Friday been out since to is 11/12/21 they won’t swap it out got me getting it serviced thru ********* they’re coming out on 11/18/21 ********* can’t believe they’re doing this that said he shouldn’t have installed it I fill like a fool kinda because I only let him put it in because he said I could swap it out I would never file a complaint against orvilles me and my family get all our appliances from Orville but this time I’m upset they put in a faulty product and pushing in *********

  

  Business response

  11/15/2021

  Every appliance comes with a one year manufacture warranty for service not replacement.  If ********* felt it shouldn't have been serviced they should have issued us an authorization to replace it and we would process that.  We have to honor the warranty that they give which again is for service not replacement if something is wrong.  I'm also unsure of the confusion but I spoke with installer who was at the home and also checked his notes and both confirm that it was told if it didn't go away to call in the in morning to schedule service.  I understand it is brand new and there is frustration with the situation but we are unable to just pull units out of the home after they are installed without a manufacture approval. I does look like our exchange department  has also already spoke with the customer and emailed ********* on 11/9/2021 to request an exchange but there is never a guarantee that we will get an approval which would have been explained to the customer.  Unfortunately we haven't heard  back from the manufacture to approve and also if they have set the customer up in the mean time for service it has been my experience that at this point they want the unit serviced.

*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. ↩