ComplaintsforDick Van Dyke Appliance World

• 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.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a matching set of kitchen appliances on December 30, 2023 from Dick Van Dyke Appliance World in Decatur IL. I was told that they would be de delivered on January 12, 2024. They delivered the stove, microwave, and dishwasher. However, after changing the delivery date four times, they still have not delivered the refrigerator. In fact, they now will not give me a new date. I informed them when I purchased the units that I wanted a matching set of appliances. I purchased these items well in advance of the closing of my new home to insure they would be delivered the next day after moving in.

  

  Business response

  02/08/2024

  Good afternoon, 

  In response to the complaint filed by Mr. *********, We have found that on 12/29/2023 an invoice was created with all of the appliances on invoice ********** (attached). This invoice had to be split off due to the fridge a model ********** did not come in on the shipment to be able to deliver. The ********** was added to new invoice **********-1 (attached). All of the other appliances were then delivered on invoice ********** on 1/16/2024. The ********** is on order with the manufacturer due to Dick Van Dyke not having any in inventory. This fridge has been on order since 1/1/2024. The manufacturer has not shipped the ********** to our company to be able to deliver to the customer. We experience this often just like any other company would. The estimated delivery the manufacturer is giving our company is 2/12/2024, in which we have this invoice scheduled for 2/14/2024 going off delivery dates our company is being told by the supplier. As soon as we have this order in we are more than happy to deliver. In response to the fee disputes,  $3,189.49 of the total order has been delivered in the home with no issues reported to our service department at this time. The undelivered invoice shows a total of $1,164.65. We will update Mr. ********* as soon as we have a update about his order from the manufacturer. 

  Sincerely, 

  *****

  Customer Service Supervisor
  Dick Van Dyke Appliance World

  ************ ****** *

  Customer response

  02/08/2024

   I am rejecting this response because:  They have been giving me the same excuse for over five weeks.  They sold me the refrigerator.  Therefore, it is their responsibility to deal with the manufacturer and get this resolved.  They have told me (three times) the manufacturer shows these units in stock.  I cannot believe there isn't more that Duck Van Dyke could do to expedite this process after holding my money for five weeks, and not fulfilling their obligations.
  
  
  

  

  Business response

  02/09/2024

  In response to the rejection:

       I do see we have you scheduled for 2/16/2024, as we have confirmed with the manufacturer that it has "shipped" and verified it is on our next truck we have scheduled to arrived on 2/15/2024. We at Dick Van Dyke are doing everything possible to get it to you as fast as we can. The salesman was suppose to follow up as of this morning to update you on the delivery. I do apologize if that has not happened. You will receive a message the morning of with a estimated time of arrival from our installer, and again when they are on the way. I do apologize that the appliance has been on a manufacturer back order and has recently became available which caused delays. 

  Sincerely, 

  *****

  Customer Service Supervisor

  Dick Van Dyke Appliance World

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About 4 years ago we purchased a 4 piece kitchen set from DVD in Champaign with their "No Worry 5/10 Warranty" as a deciding factor. The refrigerator failed almost immediately and they replaced it. In early November 2023, the dishwasher quit. DVD sent out a technician 4 different times to work on it and couldn't get it running. The technician told us that we would receive a new one and if the exact model wasn't available, an upgraded version would be provided free of charge because it was under their 5/10 warranty. Several days passed without hearing from DVD so I called them and was told they were waiting on the manufacturer (GE) to get back to them and they would call me back with a resolution. DVD never called me back so I started calling their service line on a daily basis asking for an update. I was finally told last week that we would not be getting a new dishwasher, but that they could offer me a whopping $26 in store credit towards a new one. I am unclear why this doesn't fall under the "No Worry 5/10 warranty" when the dishwasher is less than 5 years old and was verified by the technician that I would receive a new one.

  

  Business response

  01/29/2024

  Dick Van Dyke Inc. has received the file and responds as followed:
  
  On 10/20/2023, it was called in to our service department that the dishwasher purchased on 2/19/2019 had fallen out of mount and would not latch. As well as flashing error codes when the dishwasher starts. We then set up a service call for one of our factories trained technicians to look at the appliance to determine where the issue lies.
  Our tech determined the door latch was failing and the customer was missing mounting brackets. The tech then ordered parts to repair the dishwasher per our no worry 5/10-year protection plan. Dick Van Dyke then on a later date, returned to the customers residence and replaced parts and determined he was going to need a door lock as well. Door lock was replaced on 12/7/2023.
  On December 16th it was called in for the tech to come back out due to the lid lock not latching. On this visit, we found that the frame of the tub had bowing upwards where the door latch sits. Our tech, tried to make adjustments but the tub bowed again. The tech called into the manufacturer tech line and received a case number stating there is nothing else that can be done to correct the bowing of the tub and deemed the dishwasher non-repairable. Per our warranty if we can not get a part for repair to an appliance, we prorate out the remainder of the warranty.
  On 1/5/24, We issued the offer of a prorate of $26.00. The appliance was purchased in 2/2019 and was now deemed non repairable on 1/2024. There was one month left of the warranty. The customer purchased the Dishwasher for $779.99.
  After listening to Mr. ******** concerns, Dick Van Dyke sent out another tech, to make sure what was deemed non repairable by the manufacturer was actually non-repairable. On 1/29/2024, our tech went out and after spending some time in the home adjusted some things and have the dishwasher working as it should. We have notified Mr. ****** that if he has any issues to let us know. At this time the issue is resolved. 

  Customer response

  02/07/2024

  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.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to get our fridge repaired since September. We've had tech after tech come out to asses. order new parts, install parts (which the parts were never actually even installed, even though they noted that they were), order new parts, and on and on like this. The most recent occurrence has resulted in yet another part being ordered and we will have to wait for it to come in and then to get on the tech's schedule for repair AGAIN. I called to speak with CS since this is now the second time we've had total food spoilage. They claim that the most they cover is $100 in lose. Seeing as this is a company issue of techs coming out and saying they made repairs when they in fact, did not, I feel greater compensation is appropriate. Our fridge was "fixed" in November, so I went out and replaced all lost food/condiments, etc only to have it quit again a few weeks later and spoil the $400+ of food in the fridge AGAIN. Again, seeing as this is a company problem of their employees not doing their job, this is the responsibility of the company to make it right. And $100 in compensation when a gallon of milk is nearly $5 is hardly what seems appropriate. For touting such an honest and all encompassing warranty, we sure haven't seen the benefit to buying with DVD and will never use them for appliances again. Buy Be Warned!

  

  Business response

  12/19/2023

  To whom it may concern,
  
  We’re terribly sorry to hear about the ******* experience with their refrigerator repair. The refrigerator is covered under our No-Worry 5/10 Year Protection Plan. Since September, our service department has completed several repairs on the appliance. Under the protection plan, the appliance is eligible for replacement after (4) separate mechanical failures take place. The criteria necessary for replacement has been met as of 12/13/2023. Our Customer Service team has processed the replacement paperwork and a delivery date has been scheduled. If the Wyant family needs to make any changes or has any questions about their replacement, our Customer Service team will gladly assist them Monday-Friday from 8:00am-5:00pm CST at ***** ******** **** **
  
  Customer Satisfaction Supervisor
  Dick Van Dyke, Inc.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/04/2023 Dick Van Dyke installed a SubZero ********/O refrigerator that came with a free 5 year Protection Plan covering parts and labor/10 year for the compressors. The refrigerator was not spec'd correctly initially because it came with the stainless steel panels which did not fit with my custom installation so they needed to take those off and I had to get custom panels made. After the cabinet maker installed the panels I tried to turn on the refrigerator and could not. In addition after the cabinet maker installed the panels they notices that the doors needed adjustment. I called Dick Van Dyke and requested service - they came out and found a "shorted wire" in the power supply and removed "the short" and the refrigerator powered up. When I asked them to adjust the doors they said that they needed to charge me $169 for a emergency service call. I explained that I had the Protection Plan and emergency service call were free for up to one year but they insisted that the panel installers were the one's who were the cause of the shorted wire - which did not make sense because for the wire to be accessed the cover of the power supply located in the top of the refrigerator had to be removed. They also stated that since Chambers Services installed the panels then they created the short problem. I explained that the cabinet maker installed the panels and that Chambers had never touched my refrigerator. Long story- short - the technician ******** lied about the whole thing and now they will not honor the protection plan because I refused to pay them $169.00.

  

  Business response

  11/27/2023

  To whom it may concern,
  We understand Mr. ********* concerns in reference to his recent purchase. Typically, visits necessary to finish or correct installations completed by another company are not covered under a manufacturer’s warranty or our No-Worry 5/10 Year Protection Plan. At the time of service, our customer reported that the refrigerator would not power on and that the doors would need leveled. Our technician found that a wire had been pulled during the installation of the door panels. Because our team did not install the panels, our technician followed normal procedure and charged the customer an emergency fee and a service call fee. We understand that Mr. ******* has had a few issues with his purchase. We will be waiving the emergency fee & service call fee and look forward to servicing the ******* family in the future.
  
  Customer Satisfaction Supervisor
  Dick Van Dyke, Inc.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* clothes dryer model #********* Purchase date of 1/25/21 (Invoice attached as file). Multiple techs on site for repairs (Screen shots of service dates attached as jpeg files). Techs are unable to diagnose issue on multiple occasions. Parts keep being installed into machine and each time has never repaired the dryer to a useable state. Issue is we have a clothes dryer that worked as it should for 1 year and for the past approx. 1 year and 9 months has never completely dried clothes. We are currently driving clothes to closest laundry mat to dry which is 16.4 mile round trip plus expense of coin operated machine. This is because this past weekend the dryer smelled as though there was an electrical fire inside and the clothes that were in the dryer felt almost too hot to handle. When customer service has been contacted, parts have not been ordered multiple times after techs leave until we make the call then have to wait 3-5 business days for parts to get in and sometimes weeks after parts have came in damaged. Have been told multiple times by CSRs that they show many repairs listed and that after 4 mechanical failures in a calendar year their policy is to replace the machine and it appears our machine has reached that number. Case gets turned over to management and the dryer is then deemed repairable and machine has never been replaced or fully repaired to a proper working state.

  Customer response

  11/07/2023

  Mr. ******* called BBB to inform that he had been in contact with the business. The business made no mention of the complaint, so Mr. ******* believes the contact was due to his repeated attempts to get in touch with the business. The business sent a technician to Mr. *******'s home to attempt to repair the issue, however it was unsuccessful and the complaint/issue still stands as is. 

  --11/7/23 ****

  

  Business response

  11/24/2023

  To whom it may concern,

  Our customer purchased a ********* Dryer (*********) on 2/19/2021. Our No-Worry 5/10 Year Protection Plan was included with purchase. We understand our customers concerns and appreciate the opportunity to respond. At the initial time of concern, the appliance did not meet criteria to be exchanged under the protection plan. As of 11/20/2023, the criteria has been met. Our customer service department has been in contact with our customer to coordinate the replacement of the dryer. If Mr. ******* has any additional needs or questions, our customer service team can be contacted Monday-Friday 8:00am-5:00pm CST at ***** ******** **** ***
  
  Customer Satisfaction Supervisor
  Dick Van Dyke, Inc.

  Customer response

  12/01/2023

  Dick Van Dyke customer service has been in contact with us regarding replacement of the dryer. Due to Dick Van Dyke having to order a new dryer because they did not have one in stock I have not yet replied to their response as acceptable or not acceptable as we have yet to receive the dryer.  Once we receive our new dryer we will update the status.

  Customer response

  12/07/2023

  Mr. ******* called BBB to let us know that the business has told him that they will deliver a new dryer to him on 12/2/23, but the business adjusted the date to 12/15. Mr. ******* stated that he will call BBB once the dryer is delivered and accept the business response and resolve the complaint. 

  --12/7/23 ****

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