ComplaintsforDick Van Dyke Appliance World

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, We are getting ridiculously slow service from Dick Van Dyke of Champaign. We bought $1363 ********** dryer from them in 12/22/22. It quit shortly after and we hauled our laundry for months as they replaced part after part. They finally gave us $420 to use on the same dryer. This one is not working and they are taking weeks to replace parts so we are back to hauling laundry. We contacted them again today and the parts are in , but they do not have enough technicians to put them in until next week. Please advise us what to do. Thanks *** *** **** ****** *** ********

  

  Business response

  06/17/2024

  In response to the ****** complaint, it was called in on May13th, 2024 a complaint of taking a while to dry and making an odd noise. One of our factory trained technicians went out on May 31st,2024. Our technician found that the dryer needed a sensor and coil kit. On June 7th, 2024 at 12:12pm, Mrs. ****** called in inquiring about repair due to technician telling customer it should only be a few days to get parts in. Our service representative verified that one of the parts had come in but we were waiting on the second to arrive but he would call over to the parts department to have the customer prescheduled for when the part would arrive. We have the customer set up for June 20th,2024 for the repair, this date is when our technician would have part in hand and available to complete repair. 

  Customer response

  06/22/2024

  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.

  I would like to point out we hauled laundry for 10 months when they tried and failed to fix the last one and gave us very little for it and no apology. 

  We are a bit touchy with their service. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our issue with our washing machine started in October of 2023. Called Dick Van Dyke for check and repair of machine. Took several weeks for technician to evaluate problem. Once technician came and evaluated then parts had to be ordered. Several weeks later repair attempted. Machine still not fixed, same issue. Called again, tech sent to our house again. No resolution except order a different part. Repair made and still same issue. Called again and wanted to talk to manager. Was told we couldn’t speak to them. Tech sent out for check again, evaluated and different part ordered again. Several weeks went by and day of repair appointment tech never showed up, got a voicemail 2 hrs after saying tech had called in sick. Reschedule for a month later. Repair attempted again, same problem. Played Phone tag with customer service and suppose manager, *****. ***** returned message week later and was extremely rude saying there policy states they can only repair and after the 5th time possibly a new machine would be discussed. New parts were ordered and we were told the entire machine needed to be taken apart and new parts back in. This washing machine is only 4 years old. They came and took machine completely apart and assembled with “new” parts. Guess what?? Same problem we had from the start. We are still trying to get in touch with a manager and are told by multiple employees they are always in meetings and will call us back. It is June 12,2024 and the problem with our 4 yr old machine started in October of 2023! We are extremely disappointed and frustrated with the lack of customer service and support! We need help getting our problem resolved! Please advise

  

  Business response

  06/21/2024

  In response to Mr. & Mrs. ****, after many attempts to repair the washer Dick Van Dyke Appliance World has made the decision to replace the washer. The new washer will come with a one-year manufacturer warranty and the remaining portion of the 5/10 Protection Plan from the original warranty which started on 1/29/2019. Delivery is expected to arrive on June 29th,2024. If anything changes delivery date wise we will contact the ****’s. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $442.32 Parts & Labor PLUS the initial $69 Diagnostic Cost = $511.32 total Issue: Small leak noticed under washer; a 12 X 12 inch puddle after 3 to 5 loads. Diagnostic: 04/05/24 - After starting/stopping my washer on the spin cycle with a full barrel of water for 30 minutes, small leak found by 1st repair guy. 1st Repair: 05/30/24 - DVD cancelled my first scheduled appointment at the last minute and pushed my repair appointment out another month until 05/30/24. The 2nd and 3rd repair guys come to make repair, the 3rd was being trained by the 2nd. The 2nd tells the 3rd, he’s never done a repair like this - has to call 4th for guidance. After 1.5 hours, the 2nd repair man says it’s fixed and there is no longer a leak. I tell the repair guy that you have to actually run the washer to see leak because so small. The 2nd says no, it’s not leaking. I run washer as soon as they leave and now water is POURING out of the washer all over the floor and now under the dryer. I call DYD immediately explaining the problem is now 10 times worse than before.. DYD tells me the 2nd & 3rd guys can’t be contacted and they will send someone the next day. 2nd date of repair: 05/31/24 - A 4th repair guy shows up and says something has been stripped and now the washer is irreparable.. You will never be able to convince me that the guys who attempted the repair on the 30th didn’t do the damage that now not only makes my washer irreparable BUT I cannot use at all now. Keep in mind, I was able to use from April 5th to May 30th with small puddle every 3 to 5 loads. What I requested from DVD: At least $442.32 of the $511.32 in STORE CREDIT to go towards new washing machine. ***I understand my washer is old and even though they are the ones who made unusable I was willing to purchase my new ***** ***** from them. What DVD offered: $212.78 STORE CREDIT of the $442.32 ($511.32 total cost for me to have them make my washer irreparable and unusable and only wanted to give me $212.68).

  

  Business response

  06/07/2024

  In response to Ms. ***** complaint, On April 1st, it was called into our service department of a leaking washer coming from under the appliance and not always spinning out. Our factory trained technician found that the appliance had a bad tub gasket and we needed to order an outer tub and gasket to repair the appliance. The customer paid our $69 service call fee. On May 30th, 2024, our technicians went out with parts to complete repair. Tech installed parts and tested the appliance, working normally. The invoice for this repair was a total of $445.33.  On the same day the customer called back in stating the appliance started leaking again but much worse.  Dick Van Dyke set up for tech to come out the next day May 31st,2024.  It was noted repair unsuccessful, concluded that shaft that the seal sits around it pitted with rust and unable to seal properly. Issue unrepairable.
   When Ms. ***** called in it is documented that she was looking to get some credit back towards a new appliance due to the current washer being nonrepairable. We have determined that we would give a in store credit of partial part cost and half labor. Our company would not have known the unit was non repairable until the tub was removed. There would have been labor fees with doing repair or not doing repair. In all the credit amount offered was $ 212.78 for partial parts and half labor, in which we processed into an in-store credit. Part of the repair bill was shipping for the tub which is due to the customer.
  Sometimes when diagnosing appliances, our techs will not see rust or another issue until we attempt repair. In this case rust would not allow the seal to hold properly which results in this appliance being not repairable. Our tech still performed the work.
  When we called to offer the in-store credit Ms. ***** declined and said they would call their attorney. There is still the credit in the customer account to use towards the purchase of a new appliance. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought an ********** washer and dryer in Oct - Nov. 2023. The washer shakes so bad that the house shakes, the lint catcher in the dryer is so clogged that it messes up my home. It's going to cause a fire. I called them and they came out and they installed it to and it wasn't done right. The rep came out and as far as the washer shaking he said it was my house. I showed her the lint I pulled off the dryer vent and it fit in a gallon ******* bag. They said they were sending someone out on April 3rd and they didn't come out or call us. While I am driving to see the eclipse that they need to be there to look at the appliances or they can't be there until April 27th. We have been fighting with them since we bought the appliances. I want them to replace my washer and dryer or give me my money back.

  

  Business response

  04/19/2024

  In response to Mr. ******** complaint, our records indicate Mr. and Mrs. ****** purchased and had delivered on 11/09/2023 a new ********** washer and dryer set with pedestals added. On November 21st,2023 it was called into our service department that the washer was not getting hot water and shakes really bad when in use. On November 30th, 2023, our technician went out and found the washer working properly. And advised the customer that the floors were the cause of the shaking.  On April 11th, 2024 it was called in that the washer was shaking and the dryer was letting too much lint thru the filter causing a lot of lint build up. On April 16th,2024 our technician went out and called the manufacturer tech line to report the issue on the dryer and see how the manufacturer wanted our company to proceed with fixing the issue. Tech line recommended we proceed by replacing the filter screen and the housing around the screen. Currently these parts are on order and we have preschedule the customer for April 29th, 2024 pending the parts arriving from the vendor. The washer issue was addressed by the technician explaining to the customer that his sub floor was causing the shaking and there is no issue with the washer itself. At this time replacing these appliances would not be how we would proceed. We intend to replace the suggested parts per the manufacturer on the dryer since the appliance is under the manufacturer warranty. There is nothing to be done with the washer as there is no issue with the appliance. 

   

  ***** 

  Customer Service Supervisor
  Dick Van Dyke Inc. 

  

  Business response

  04/29/2024

  In response to Mr. ******** complaint, our records indicate Mr. and Mrs. ****** purchased and had delivered on 11/09/2023 a new ********** washer and dryer set with pedestals added. On November 21st,2023 it was called into our service department that the washer was not getting hot water and shakes really bad when in use. On November 30th, 2023, our technician went out and found the washer working properly. And advised the customer that the floors were the cause of the shaking.  On April 11th, 2024 it was called in that the washer was shaking and the dryer was letting too much lint thru the filter causing a lot of lint build up. On April 16th,2024 our technician went out and called the manufacturer tech line to report the issue on the dryer and see how the manufacturer wanted our company to proceed with fixing the issue. Tech line recommended we proceed by replacing the filter screen and the housing around the screen. Currently these parts are on order and we have prescheduled the customer for April 29th, 2024 pending the parts arriving from the vendor. The washer issue was addressed by the technician explaining to the customer that his sub floor was causing the shaking and there is no issue with the washer itself. At this time replacing these appliances would not be how we would proceed. We intend to replace the suggested parts per the manufacturer on the dryer since the appliance is under the manufacturer warranty. There is nothing to be done with the washer as there is no issue with the appliance. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called for service for dishwasher under the warranty plan and they tried to charge me an installation fee for $150.00 plus materials (for a lose screw in the cabinet). I refused the extra charge so now they keep sending me a bill for $69.00 house call. I bought a dishwasher and when it no longer would start due to the door not shutting or an electronic malfunction - would intermittently not start. Tech never ran diagnostics on machine just stated needed more money - I told them I refused to pay more...they will argue on the phone that I still must pay $69.00 or be turned over to collections. They offer to send another person out to see if it is under warranty or I must pay another $69.00. I feel if it is under warrantee it should have been covered. I will not buy there again.

  

  Business response

  05/01/2024

  In response to Mr. *******, on March 13th, 2024 Dick van Dyke Appliance World was contacted due to the dishwasher door not closing as it should and having a small tear in the gasket. We scheduled to go out same day and upon arrival our technician found no issue with the appliance itself but that the mounting screws were stripped from normal wear. Mr. ******* refused to pay the service call fee charged due to this mot being covered by warranty. The warranty as quoted to Mr. ******* covers mechanical repairs or manufacturer defects only. The customer was billed.
  On April 5th, 2024 Mr. ******* called into our service department disputing the bill he received. Our staff looked into the information and called Mr. ******* back letting him know he in fact does owe the bill. Mr. ******* advised us he would not pay the bill and that he in fact would have another local company out as soon as he hung up the phone to fix the dishwasher. The service representative requested we send a different technician out to see what the issue could be to which Mr. ******* stated he would never do business with our company again and he did not care if having another appliance company would void his warranty with Dick Van Dyke.
  On April 25th, 2024 Mr. ******* called back into our service department and spoke with another representative and stated he would not pay the bill and that he would take it to social media. A senior representative called Mr. ******* back after having the calls reviewed and all documentation reviewed and as stated on the work order the customer called in about the door not closing. Mr. ******* never mentioned that the unit was not working as he stated in the more recent calls. Mr. ******* refused to let our company come warranty the service call and make sure nothing was missed. Our technician addressed the issue that was called in which was a door not closing caused by normal wear on the appliance. When no mechanical issue is found the customer is charged for the service call per the warranty.
  In the end Mr. ******* had a technician come out about a door issue and the technician addressed the door issue which was not covered by the warranty so the customer was charged a service call fee not an installation fee as our installation would have cost more.  Every time our company tries to explain to the customer what he is being billed for, he states he is not paying and does not want anyone out from our company so there is nothing more our company can do.  

  Customer response

  05/13/2024

  The unit did not work when he arrived and did not work when he left.....He was in my home for 30 seconds and said their will be an additional $150.00 to install this properly then I can determine why it will not start...........I did refuse to pay more since I purchased the warrantee.....they did say they could send somebody back out to see if the problem was a issue covered under the warrantee program....but could not guarantee it would be covered and I may get another bill... they say I still owe for the first trip charge and the rep was only in my home less than one minute and fixed nothing and never even looked to see why the unit only starts intermittently...So yes I do not want them coming back out when I may incur more charges for a dishwasher under warrantee that only covers what they like.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday March 25,2024 I went into Dick Van Dyke store located at **** * ****** *********** ** ****** to buy a * * Dryer from Dick Van Dyke. Dick Van Dyke installed my Dryer on March 26,2024. I called Dick Van Dyke to tell them that the Dryer does not work. Dick Van Dyke charged me $ 69.00 for service charge. On Friday March 29,2024 They came back to look at the dryer and they told me that I needed to call a h-vac to clean the vents in my house.. So I called **** **** to clean my vents and **** came out on Monday April 1,2024 and cleaned my vents **** **** charged me $ 582.25.I called Dick Van Dyke back to tell them that the dryer still was not working and they said that they would be out on Thursday April 4,2024.Thomas from Dyke Van Dyke came to my house at 9:50 am and told me that **** **** did not properly clean out the vent on the outside of my house.

  

  Business response

  04/08/2024

  In response to Mrs. ********** complaint, Dick Van Dyke Appliance World delivered a model#
  *********** on March 26 th, 2024. On March 27 th, 2024, our service department received a call that
  their new appliance was not getting hot enough. Our service department scheduled a factory-trained
  technician to take a look at the issue with the appliance on 3/29/2024. Our technician noted he "Found vertical vent through the roof restricted and not allowing air out of the dryer." The customer states she has found water on the dryer door after a cycle. The water on the door is caused by improper airflow in the dryer. Our technician recommended calling a vent cleaning service to clean the venting.
  Per line (4) of our No-Worry 5/10 Year Protection Plan, the protection plan is for mechanical failure and
  is not valid for the cosmetics of the appliance. "The plan does not cover anything connected externally to
  the appliance."
  The customer was charged a $69 service call fee since no issue was found with the appliance.
  This $69.00 service call fee is warrantied for 30 days.
  On April 2, 2024, the customer called back into the service department and stated they had an HVAC
  company come out, and the dryer was still not working. The service department scheduled another visit on
  April 4, 2024. Our technician stated, "When I arrived, the customer stated she had an HVAC company out to clean
  the vents, but they refused to get on the roof and inspect the dryer venting." The customer then supplied a ladder for our technician to get on the roof and check the external venting. Our technician found the venting still restricted, not allowing the appliance to function properly.
  If there had been an issue with the appliance, we would have repaired the appliance under warranty at no charge to the customer. However, the customer's manufacturer warranty does not cover anything connected externally to the appliance.
  We apologize for the inconvenience this has caused our customers, and we strongly recommend calling a different HVAC company to clean the vents. A clogged vent can lead to a more serious issue with the safe operation of the dryer. 

  ***** 

  Customer Service Supervisor

  Dick Van Dyke Inc.

  Customer response

  04/08/2024

  On April 8,2024 I had **** from * * * ******* *** *** ************ come out and he said that the dryer may also be why the dryer isn't drying hot enough that there might be a problem with the heating system with the dryer.

   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spent $9,500 purchasing a refrigerator, range, and dishwasher from Dick Van Dyke Appliance World. The dishwasher that I received was not in a box, had an Open Stock Status Report attached to the front, water marks inside the machine, and was missing a wheel on the bottom rack. The registration card that was given with the unit looked worn and was not in any type of packaging. The registration card also showed a variation of the model number that I did not match what I had order. All of this led me to believe the unit was not new. I called Dick Van Dyke and was assured it was a new unit and that a replacement wheel would be ordered. The dishwasher was installed three days later. After running the unit twice, the bottom wash arm came off. The technician came a few days later and reattached the wash arm. During the next wash cycle, the wash arm fully broke off the center shaft and melted to the heating element. It took 3 weeks to repair. In the first month I owned the unit, I was able to use it once. Once it was up and running, the wheels kept coming off of the lower rack and melting on the heating element. After replacing multiple wheels, Dick Van Dyke finally replaced the whole basket. The dishwasher worked for about a year without problems and then stopped working. It would fill with water but the cycle would not start. It took 10 days for a technician to come and figure out which parts to order and 7 more weeks for those parts to come in. Replacing the parts did not fix the problem so the technician ordered the same parts again which took another 2 weeks. It still did not fix the problem. The technician has ordered the exact same parts for a third time. Now the dishwasher has now been broken for 3 months and their plan is to keep replacing the same parts over and over. I just want the unit replaced.

  Customer response

  04/08/2024

  Dick Van Dyke sent their Senior Technician to "get to the bottom" of the problem. His solution is to order the same parts that have already been replaced twice. They also called me to offer a prorated refund. I do not want money; I just want a working machine.

  

  Business response

  04/11/2024

  In response to Mr. *********** complaint, the dishwasher model # *********** was delivered on 03/17/2021.  On 3/22/2021 it was called into our service department, with a report of a handle melted in the appliance. We found the lower spray arm detached during cycle and melted to the heater; a wheel was also missing for the lower rack. We replaced multiple parts, appliance tested to manufacturers specifications. On 10/30/2021, customer called into our service department due to the appliance not draining. We replaced a drain pump and hose on 12/7/2021. On 06/24/2023, our service department was contacted again due to wheels fell of the appliance and melted. We went out with a lower rack assembly on 7/5/2023. On 1/9/2024, customer called in due to the dishwasher filling with water and then stops. Our technician, attempted to replace parts but there was communication error between the boards that were replaced. The tech did in fact call technical support for assistance on diagnosing the correct issue. The manufacturer recommends we keep trying to repair. Dick Van Dyke has reviewed all of Mr. *********** history and decided to exchange this dishwasher under our No-Worry 5/10 Protection Plan. Our company has been in contact with Mr. ********* and are delivering a new dishwasher on 4/11/2024.
  
  *****
  Customer Service Supervisor
  Dick Van Dyke Inc. 

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am not pleased in how long it took, but I do find this resolution satisfactory. I will note that in spite of the business practices that caused this complaint to drag on for 3 months, the staff at Dick Van Dyke were always respectful and courteous.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a ******* dryer belt to replace our broken one for $70. Upon taking it out of the package we saw the belt was snapped and shredded throughout. We called to inform them, the manager said that it wasn’t like that when sold and we could not get a refund. We never mentioned a refund we just wanted the correct usable part. They wouldn’t even do that. My husband literally brought it home and opened it to find it this way. So now we’re out $70 and our dryer is still broken.

  

  Business response

  04/04/2024

  In response to Mrs. ******** complaint, on March 26th, 2024, the belt part mentioned, part number ***********, was purchased at our Springfield parts location. The part in question is sold out of a clear bag. The representative that sold the part or the customer found no damage to the part at the time of purchase.  The customer then made contact with our parts department about a refund of the part, which the parts supervisor denied due to the part appearing damaged and/ or used. On March 29th, 2024, our service department reached out to Mr. ****** about the part issue offering to part warranty the part he purchased. At this time, he declined and said he purchased elsewhere. We believe the customer wanted to return the used part for a full refund due to the condition. That is why he denied our request to supply him with another part. 
  
  

  ***** 

  Customer Service Supervisor 

  Dick Van Dyke Inc.

  Customer response

  04/05/2024

   I am rejecting this response because:
  
  we never asked for a refund, that was assumed by the store. All we wanted was the part we ordered to not be broken. Also upon further investigation we learned that parts directly from the distributor come in pink bags AND ******* (our dryer brand) has a warranty on all parts. Regardless, we should have been given a new part that was not damaged without the accusatory tone we were met with. Then to call days later trying to “make it right” is absurd. That should have happened the day of when my husband spoke to the manager. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased our washer 5/19 from the Champaign store. Pick up went very well and everything was very smooth. Till 9/23 came around and we stated to have problems with our washer. I was making a noise like a bearing was going out. Called the service department to have them come out and look at it. About 3 days before our appointment we were called and told that they would be a service fee because we were outside they 25 mile radius which i was ok with and it was clearly stated that there was a fee. Service tech got there and looked at the machine and stated that the bearing were going bad in the drum and that it would need to be replace. Not a big deal it was covered and they would order the parts and be back as soon as the parts were in. About a week later was called and told that in order for them to order my parts i was gonna need to pay a $75 oversized shipping fee for the part need. I asked them why it wasn't cover and where in the warrant did it state this was my responsibly. The parts people could tell me so they transfer me to customer service to try and answer my question. So i asked them the same thing about where in the warranty did it state that it was my responsibility to pay for the shipping as it states they have all these parts on hand and there is never a fee. to which i was told "well its not in there and doesn't state it but its kinda common sense that it would be my responsibility to pay" I stated that it was not common sense and since it wasn't stated i shouldn't have to pay it. I then asked to speak to a manager about it. I was told he was in a meeting but that i could leave a message and he would get back to me. Which i did and have still to this day not heard back from anyone at that store. So at this point i would not recommend this company. Id defiantly recommend going to one of the big box stores.

  

  Business response

  04/04/2024

  In response to Mr. ********* complaint, On May 13, 2019, the ********** washer model ************ SERIAL# ********** was purchased. This purchase invoice includes our 5/10-year protection plan, which pays for the repair of any mechanical failure for five years from the date of purchase. On October 12, 2023, a service call was called in with the complaint that the washer was making a squealing noise when in the spin cycle. Mr. ******* lives in Rankin, Il. This would be in our mileage zone, resulting in a $15 mileage charge. One of our technicians came out and diagnosed that he found a bad bearing and bad shocks, which were scheduled to be replaced on October 27, 2023. The technician created an invoice to order the parts. However, the warranty covers the repair of the appliance but not the shipping costs we incur from our vendors for the parts. Our service department representatives spoke to Mr. ******* on October 31, 2023, where Mr. ******* refused to pay for the oversized shipping associated with getting the drum. The repair estimate was over $500.00, which was covered by his warranty. The only expenses that the customer would have paid are the $75.00 shipping cost and the mileage. On December 4, 2023, our parts department canceled the invoice because the ticket was open for over 30 days with no agreement to pay for shipping. If Mr. ******* would like the repair on the washer covered by the protection plan, we would need the parts, which come with an oversized shipping charge.

  *****

  Customer Service Supervisor 

  Dick Van Dyke Inc.

  Customer response

  04/09/2024

   I am rejecting this response because:
  
  They have yet to show in writing where in there warranty paperwork it states that the customer is responsible for any parts shipping fees. Other than to just say oh yea that’s something the customer is responsible for and look the cost of repair was x amount of money we are only charging them this amount. What I would like for them to do is show me where it is written in there warranty paperwork that they give to people that it says you are responsible for shipping cost of repair items. 

  

  Business response

  04/10/2024

  In response to the rejection, attached is the warranty certificate that states the plan protects from any defective parts or workmanship for a period of 5 years. Meaning Parts and labor unless stated underneath in details. Nowhere does it mention we will cover cost of shipping to get parts from vendor. 

   

  ***** 

  Customer Service Supervisor

  Dick Van Dyke Inc.

  Customer response

  04/22/2024

   I am rejecting this response because:
  You state no where does it state that you will cover the cost of shipping of the part but no where in this agreement does it state that I am responsible for the cost of shipping the part. And you have yet to show me anything in writing where it says I am responsible. It says in writing you are responsible for the part which mean, obtaining the part or having it in stock in your warehouse. No where do you say that the cost of shipping is moved to me the customer. You state other fees that I as the customer maybe responsible for ie mileage, emergency service call but no where does it state I am responsible for any shipping cost to receive a part. Only that you are responsible for the part. And how you obtain it or its cost to obtain is not my responsibility it fall solely on you to get the parts to repair my item like you say you will do. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an ********** washer/dryer set from the website on 2/7/24. Got a call from the internet sales manager telling me that a mix-up had occurred and they would not be able to ship the washer until 2/9/24. He offered a floor model in another color that would be available sooner, but I opted to just wait for the new one that I paid for to come in a day later. Upon arriving at the store to pickup the washer, it was entirely unwrapped from all packaging materials. No protective film on it and the manual bag had been opened and re-taped. I brought this to the attention of the local sales manager and he said that the internet manager told him that I was aware that it was an open-box unit. I had not been made aware that the one I ordered was an open box and I had paid for a new one in-box. The local manager assured me that it had not been sold and was un-used and showed me some bolts in the rear that would have to be removed if the unit had been turned on. I noticed some dents in the side and brought it to his attention. He agreed to compensate me $60 for the miscommunication and the dents and offered to wrap it back up in cardboard for my trip back home. Upon getting it home and installing it, I notice some large scratches on the door, a chip on a chrome trim piece, and the original OEM serial number sticker missing. I called the next day and they said if I sent in photos of the damage, they would possibly replace the door and the trim piece. A few days later, they inform me that they will not be fixing it because they already reduced the price and since we did not shell out for delivery, they cannot deem that it wasn't due to damage after I left the store. It could not have happened as the cardboard was intact from store to home. There is no way the scratches could have occurred through the cardboard without the cardboard being damaged, which it isn't. I can only assume that this unit was previously refused by another customer for these damages.

  

  Business response

  02/26/2024

  In response to the complaint from Mr. *****, Dick Van Dyke Appliance World sold Mr. ***** an ********** washer and set the pick-up date as 2/9/2024. The unit was a “out of box” appliance, the salesman stated he went over this with Mr. *****. Upon inspection by the sales manager and Mr. *****s some damage was found to the appliance. This is when sales manager offered compensation for the damage to the washer. Customer accepted damage compensation and took the appliance home. The day after Mr. *****s took the appliance home, he did call in additional damage to appliance so the service department requested pictures of the damage to have reviewed to see what options were available since the customer picked up and transported the appliance on his own and the appliance was signed off on at pick up. We have since processed the damage compensation and ordered new door and trim piece for the appliance. Mr. *****’s should receive a check in the mail for compensation and when the parts come in for repair the parts department will reach out to set up repair of the cosmetic issues. 

  Sincerely, 

  ***** 

  Customer Service Supervisor 

  Dick Van Dyke Appliance World

  Customer response

  02/26/2024

  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. Thank you for correcting this issue.

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