Complaints

This profile includes complaints for Orville's Appliance, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orville's Appliance, Inc.

  3979 Walden Ave Lancaster, NY 14086-1409

  
• 

  Orville's Appliance, Inc.

  3485 Amelia Dr Orchard Park, NY 14127-1561

  
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  Orville's Appliance, Inc.

  185 W Main St Webster, NY 14580-2925

  
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  Orville's Appliance, Inc.

  4555 Bailey Ave Amherst, NY 14226-2127

  
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  Orville's Appliance, Inc.

  1601 Walden Ave Cheektowaga, NY 14225-4913

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a washer and dryer set on 3/28 from Orville's appliances in Rochester NY The machine stopped working and had to be serviced 2 weeks later, it still does not work. I was told a part had to be ordered that would take 3 weeks to get here. They told me they do not do refunds or exchanges and I had to contact ********* who makes the dryer. I was told by ********* that there is no return option unless the backing us seemed unfixable. I have spent over $700 on a dryer I have barely ever used. It is within 30 days and they refuse to refund or exchanges. ********* says the store I bought it from should do a replacement. Orville’s says they don’t do replacements or exchanges and I have to contact whirlpool. They are both giving me the run around. I am concerned that this dryer will not last and I wasted my money. I want a new machine. I gave had this machine less than a month and it only worked less than 2 weeks. This is unacceptable and the customer service from both companies has been horrible.

  

  Business Response

  Date: 04/24/2025

  Our service team spoke with the service provider and we have been informed parts to repair the unit are in fact on back order. We will contact our customer and offer replacement.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our ref stopped working on thur night 3/6 I called Orvilles first thing in the morning and the couldn't send any one out till sat the man came and I said it must be the compressor He said yes but I'll have to order one I had it all packed for all my children to come for St Patricks day on sat the 15th I had to put every thing in coolers They call on Monday 3/10 and say they couldn't fix it till Fri or maybe sat 15th I call them my husband called them they are very ruid and say theres nothing they can do we paid for the warrant on it and they would do nothing My husband call the company that is on the ref AND they are open 24/7 so we asked why not over night

  

  Business Response

  Date: 03/18/2025

  Please be advised that this unit was repaired by Orville's on 3/14/25.  This unit was down for about 8 days total (6 days from when she contacted us) and was repaired well within a reasonable amount of time. The manufacturers warranty and extended warranty does pay for a loaner refrigerator. We did expedite the repair to try to complete as quick as possible, as we do with all "no-cool" refrigerators. The customer is encouraged to reach out to the extended warranty company, as they do offer a "food loss" reimbursement for this failure.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought several appliances on June 08 2024. The meat probe on the stove does not work as received. Orvilles was contacted several times and stated it has to go under manfactures warranty through *********. Several calls to manufacture and appliance techs. Techs looking at unit several times and stated not repairable, but nothing is done about it. Just want replacement as unit was defective from store as received . Have had to take four days off work to be home for techs to come out.

  

  Business Response

  Date: 01/31/2025

  If a ********** authorized technician deems the appliance non repairable, it is the responsibility of that technician and/or service company to contact the manufacture's tech line when in the home.  Tech line is whom ultimately creates a 'file number' stating the unit is non repairable.  If the customer can provide the file number we can request an update on their behalf through **********.  If there is no fil number the next step would be for the customer to contact ********** to request an update.  Exchanges are only approved by the manufacture direct.  We will contact the customer to inquire about the file number.  

• Initial Complaint

  Date:01/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The salesman and store manager Ali sold my wife and I a refrigerator. He rushed us thru the purchasing process and assured us the fridge would fit and it was a standard size fridge. I told him it’s got to be “spot on” as the space is located within cabinets and there is no room for error. He kept saying yeah yeah yeah yeah yeah! This is standard size. It’ll fit! We provided the needed measurements. Well today when they came to deliver the fridge it DOESNT fit!!! It’s the incorrect size. Apparently I need something called a “counter depth” model, which I’ve never heard of or was discussed with me. When I called customer service to report this error they said I had to contact the salesman who sold it to me. When I did, Ali indicates I have to pay a 640 dollar restocking fee to return the item. As it is now used as it’s been removed from the box. Well the delivery folks removed it from the box out in my driveway so I had no control over that! Also, he said that’s their policy. I said it came today! It’s not “used”. I mean u can return clothes, shoes, coffee makers, cars….but apparently not an appliance without paying almost a third of the cost of the item???? This seems criminal to me and plain wrong. I can understand paying another 99 dollar delivery fee for them to come get it and take it back to the store but 640 dollars so they can just resell it! This seems really wrong. I can open a package of socks, put them on and not like them and return them with no fee, Why not a fridge? I’d like to be able to return this item and get my money back! I never signed for the delivery or accepted it. Theybsaod once it’s opened I accepted it! What??? Please help! Thank you!

  

  Business Response

  Date: 01/29/2025

  Hello, 

  I have discussed the customer concern with the sales associate and have determined that the customer was fully aware that the unit was going to sit out a little bit from the cabinet. I do dispute the customers claim that the unit does not fit, as you can see from the attached photo the unit does in fact fit but sticks out further than the customer cares for. The customer was in the market for a specific style and color of refrigerator that is not available in counter depth. We offered the customer to return the unit with a 25% restocking fee along with an additional $99 delivery fee. Under our current policy the customer is subject to a 50% restock fee along with an additional delivery, we choose to reduce that in half to 25% along with the delivery charge to assist the customer. 

  Customer Answer

  Date: 02/04/2025

  It doesn't matter what they write on their receipt if it's illegal. No one buys something like this thinking it wont fit or wont work. So any business can just say they don't allow returns and that is an accepted practice in America? The answer is NO! It isn't. And even defending this action is horrible. You shouldn't have to pay for 50% of the item for a huge loss to return it. We can all agree that is entrapment and illegal and just a terrible business practice. Again i will call the NYS Attorney Generals office to report this wrong business practice if I must to get their perspective. This needs to change and this appliance industry shouldn't be allowed to get away with this. 

  Lots of things are changing for the better in this country. And this is one of them! 

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accepted delivery of damaged refrigerator in October 2024 with the assurance a replacement door is available and on the way. Monthly calls for progress for 3 months was met with misinformation and rude behavior. January 3 2025 wrong door delivered and have received no updates on replacement.

  

  Business Response

  Date: 01/07/2025

  We really do apologize for any inconvenience this situation may have caused.  It was unfortunately reported to our office that the refrigerator door was the damaged door therefore that is why we brought out the wrong door.  Our technician has placed the freezer door on order at this point.  Doors are made to order so it can take a minimum of 2-3 weeks for us to receive the door.  We have it set in our system to check on the status of the freezer door on 1/30/2025.  At this point we will should be able to provide a better update on the estimated time of arrival.  If we receive the part is prior our customer service department will contact Mr. ***** to get on the schedule.  

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a dishwasher from Orville’s 3 years ago. The sent out a repairman 3 times and fixed it incorrectly all three times. The problem has always been the relay switch in the circuit board causing the disc in the bottom of the dishwasher to melt. I bought a 5 year warranty that they are refusing to honor due to their repairmen doing an unsatisfactory repair.

  

  Business Response

  Date: 01/02/2025

  Our office looked into Mr. **********'s account and under the phone number provided here on the complaint form, there is no dishwasher found.  We tried to search our system as well as the extended warranties website to find the account but there was limited information provided on this form and we were unsuccessful to locate anything.  Our office called and left a message for Mr. ********** to call our office back so we can look into the account to see how we can help.  

  

  Business Response

  Date: 01/13/2025

  The extended warranty purchased on the product is a limit of liability service contract.  The extended warranty company (*** ****) will determine if the unit qualifies for service or a potential buy out based on many factors such as previous service and purchase price. At this point based on the terms and conditions of the contract, this dishwasher qualifies for a $181.72 buy out which New **** offers directly to the customer.When our office spoke to Mr. ********** he said expressed that he was unhappy with amount being offered and the last repair was mis diagnosed.  Ultimately he said he just wanted the unit repaired.  Looking into the account the previous repair was done by **** *** ******* in March 2024.  I asked why he feels the unit was mis diagnosed and he stated that he took the disc to ****** ***** ********* and they told him that the actual issue was because the relay switch was stuck causing the arm to melt.  We did look into all of the information and that information is inaccurate.  This dishwasher has a hi limit thermostat mounted to the bottom of the tub underneath the heater.  If the relay switch was on too long or presented an issue, the thermostat will trip the heater.  Therefore the unit was not mis diagnosed on the last visit.  The customer is also under the impression that Orville's  told the extended warranty company to no longer service the unit and that information is also inaccurate.  Orville's offered a no charge reinstall for a new dishwasher as a good will gesture .   The customer is not interested in that and stated they will never purchase with us moving forward. We did advise that he would want to call *** **** directly to discuss the buy out.   

  Customer Answer

  Date: 01/22/2025

  This is unacceptable as they told us this was a warranty. This by definition is not a warranty. I want the repair. 

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a microwave and wall oven combination about 5 years ago. When purchasing this unit for about $2500 I also purchased a 5 year extended warrantee for about $170. I was told if this warranted was not used I would get refunded half the cost of this plan. My microwave is now malfunctioning due to a flashing bulb inside the frame of the microwave. I went to the store and they referred me to *** **** the warrantee company. *** **** sent Orville’s repair out who at first sent an email saying the repair would be covered. *** **** now is saying it is not covered even though the bulb is not easily changed by a consumer. I have been in contact with Orville’s service dept several times and am waiting for a call back but i fear they will not reply as they now have stopped returning my inquiries. I further have been told that any refund of the warrantee cost would be in a store credit. I also was not given any explanation of what would not be covered when I bought the plan

  

  Business Response

  Date: 11/15/2024

  Our office has been in contact with Mr. ******** in regards to this situation.  We are going to cover this repair for the customer.  We will give him a call by the end of business today to get scheduled, we apologize for the delay on this.

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Orvilles picked up washer and dryer .. And ****** credit (********* bank ) refuses to remove charge from credit account $1298.48. ********* tells me Orvilles never received items,they had Dylan and helper pick up washer and dryer on July 9 . Have filled 4 disputes with ****** and gotten no where . Do not know how's telling the truth. Also ****** took $300.15 and paid on disputed wash and dryer. This has to be filled against both companies.

  

  Business Response

  Date: 10/30/2024

  Our accounting department did find that ****** did not process the refund properly. We have processed the refund again today. the attached file will show this transaction.

  Customer Answer

  Date: 11/01/2024

  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. 
  
  Regards,
  
  ***** **********
  
  
  
  
  

• Initial Complaint

  Date:10/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received washer and dryer on 6/2/24, as well as extended guarantee, since it arrived I indicated to Orvilles that Control panel was scratched and that I can see moisture when washing, Later on while doing laundry I noticed a small puddle of water forming from under washer and when I used Dryer did not completely dried as well as splash of water on rubber wetting floor and clothes. Tech came in and could not mimic issue, told me to have all cleaned and call if problem persists, now puddle is bigger and I feel I was sold a lemon they have been keeping me on hold with damaged control panel and when requested service call I was told even when I have guarantee they would charge me 79.99 if they determine is not covered under guarantee?? They tried to offer me the guarantee amount back but I paid over 1900 dollars not trying to get away with anything here I believe its only fair that if I bought a washer and dryer it works how its supposed to. I feel I have been wronged by Orvilles and now they are trying to get more money from us for a repair on a new unit. I would like a replacement or my money back please they can take this one no problem.

  

  Business Response

  Date: 10/29/2024

  As of October 1 2024 we do have a a new policy which states, 'In the unlikely event it's found to be a non warrantable claim you may be subject to a reduced service charge of $79.95'  and we do require a credit card on file to secure potential payment.  The credit card is removed from the file when the service is completed.  Orville's is able to honor the manufacture warranty which covers any mechanical or functional failures.  Something such as no problem found or customer instruct or mis use would not be covered by the manufacture warranty and the homeowner would then be responsible for the cost.  In regards to the control panel we do have that on order directly from ** and once that is in we will call the customer to schedule the replacement of that part.  Our parts department said its currently about one-two more weeks out.  Orville's is unable to approve a return or exchange.  Exchanges would have to be approved directly through the manufacture.  We understand some consumers may not feel comfortable with giving a credit card over the phone so we would then advise the manufacture can also set up service.  We did send a technician out on 9/5/2024 to check for a leak, our technician was unable to find an issue but asked the customer to keep and eye on it and try to pinpoint the leak if possible and call us to schedule service if needed.  On that previous visit we did advise they may be subject to a reduced  service call of $79.95 if found to be a non warrantable claim, the only difference at this point is that fact we do now require a credit card on file.  We would be happy to get the customer back on our schedule but our policy does stand that we would need a credit card on file to secure potential payment.  Our service department phone# is ###-###-#### or ** Service # is ###-###-####.

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dishwasher which is under a an extended warranty, stopped working in July. I have been waiting since July to have my dishwasher fixed, and it keeps getting pushed out further and further. I have made several phone calls to Orville’s and *** ***** which is their extended warranty people and ***** which is their repair service. I cannot get a complete answer as to why it is not been fixed. And I can’t get anybody out here to actually fix the dishwasher or replace it. I have taken six days off of work waiting for the dishwasher to be fixed. Some days no one ever shows up. They have been out here twice to replace parts on the dishwasher that were not broken. As of today, I am waiting on calls from Orville, *** **** and ***** as to when they will be out to fix the dishwasher

  

  Business Response

  Date: 10/21/2024

  Our customer service department has been in contact with the customer in regards to this.  We did reach out to the extended warranty company, *** ****.  We expressed the disappointment we have for our mutual customer.  We asked if there was a way to get them on the service schedule sooner as they have been without their dishwasher since July.  *** **** advised to us that they confirmed with the service company assig, *** ******* ******* that the customer is scheduled for 11/27/2024 which is their current soonest appointment.  *** ******* ******* does have the customer on a cancellation list.  We sincerely do apologize for this situation.