Dick Van Dyke Appliance World

I have received the worst customer service in my 43 years of existence. I have been without a working washer for two months now the technician has been here four times to fix the washer and each time provides an excuse that GE did not send the correct parts. I’ve called multiple times asking to speak with a manager or supervisor so that I can get a working washing machine as soon as possible. The four times I have requested a callback from a manager supervisor no one has called me back. While I can talk to somebody in customer service, all they can do is pretty much schedule an appointment for the technician to come back, I have no guarantee when he comes back a fifth time next week that my washer will be fixed and I want a guarantee that I will have a fixed washing machine at the next visit. I do not recommend ever buying an appliance at Dick Van ****, because the customer service and maintenance is terrible. They rave about what a great warranty they have but they can’t back it up with their service. It shouldn’t take over two months to fix somebody’s washer. I don’t want anyone else to go through the same headache that I have had to go through and drag my laundry somewhere to do it for a household for two whole months, and Dick Van ****, not ever addressing the issue of the terrible service I have gotten from their maintenance department. I will continue posting on every social media site and feedback site I can find. I’ve given them so many opportunities to try and make this right before doing so, but the time has come to let everyone know never to purchase anything at Dick Van ****.

They cross threaded the hot water line. It has been leaking for years unknown to us. When he came out to service it he moved it and it began leaking much worse. This time we began noticing it because the water was coming away from the washer further before the water was running right down the ductwork without us knowing.. now they’re saying they’re not responsible since it’s been 90 days past the installation and they say the floors are not their fault!! My mother is a World War II veterans widow and she trusted them to sell her and install correctly a good machine. The machine itself is mediocre at best and the installation has caused who knows how much damage and probably black mold my mother cannot even breathe at home now and I don’t know who to call Dick Van D*** is dodging responsibility!!!

Bought refrigerator for rental house. Deliver persons scratched/dented when delivered. They did not tell the renter. When renter saw she called and sent picture. Called sales person who was sympathetic but handed off to management in Springfield. When she called me she was not at all concerned said she would take up with the appropriate person. She called back 2 days later with an offer of taking off $75 it’s her completely unacceptable and so with out missing a best she said the best she could do was $125. This is my daughter’s rental and she is out of the country. I gave my daughter the info she said no. Went back to salesman and he had her call me 2 days later. She said she would go back and when she called back she said that was the best they could do and did I want the refund run through. No I need to call my daughter. My daughter then called and they did nothing to make it right. Just a % off which was less than 10%. A call saying they were sorry would have been gone a long way.

Not good at all. Got a really high cost estimate. Tech said Machine was okay to use. He left and when my wife started using the machine it flooded the back wall of the utility room in our brand new house. It had never leaked before and was now leaking all over our new grouted tile floor. My wife called Dick Van **** and asked for a refund on service call. They were nonresponsive and not apologetic at all. Never ever again!

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Terrible service department. My appointment was set 3 days out and I was told I would be called before 10:30 am with an approximate time frame and then I would be called 30 minutes before the technician arrived. No one ever called me. When I finally got ahold of someone at 1:30 I was told my appointment was between 2:00 p.m. and 6:00 p.m. When I talked to the customer service manager, Amanda, about the issue and was not satisfied with her response I asked to speak to her supervisor. She became irate and refused to give me her bosses name or contact information. I called my local store and spoke with the sales manager. Same run around. Refused to give me any contact information for anyone higher up. I will never do business with them again. Not worth the trouble to maybe save a few dollars.

I felt they were very reasonable and did a great job.

The stove and other appliances were delivered as promised. The delivery people were very helpful and we saved money!

I buy almost all of my appliances from DVD. Their prices are competitive and I really like their maintenance department. I have used them for 25 years.

Dick Van D*** sends an initial person out to look at the problem. Then another person to do the work. The initial man came out. I asked him what it would cost for them to regrease the refrigerator door. He informed me they thought it would be a better idea to totally replace the door at a cost of roughly $650. The only thing wrong with the door was that I had washed the grease off the hinges! He was quite serious about charging us to replace the door. I was quite serious in telling him I only wanted a new lubricant. He told me they could not help me. The man who came to repair the dishwasher did not introduce himself at the door. Having an infant, I asked him to take off his muddy shoes, He got angry with me. He was not a pleasant person to have in the house, banging things around roughly under the sink. I was worried he was going to break something. I would not use him again when there are other people who can do the job AND be nice. Overall I feel like while the repair job to the dishwasher worked, its price tag was just average but the service was poor.

We had an appointment scheduled and the repairman didn't show up. When I called to inquire why, I was told that the repairman attempted to call me and could not get through to me or leave a message. This was not true as I had my cell with me all day and did not receive a call. The other problematic thing with Dick Van D*** is that they will not provide a window of time where the repariman will arrive. This forces you to take an entire day away from the office to wait. In my case I waited all day for a no-show. The follow up appointment did go well, although I again had to take a day off from work to wait. The part needed to be ordered - and when it came in, the repair was completed quickly and efficiently. In the future I'm unsure that i will be willing to wait at home all day if a repair is needed. I question whether a business model like this can survive in a customer-focused marketplace.

The service call was scheduled on an and quot;all dayand quot; basis. Meaning the dispatcher would only say the day and not specify any times or appointments. Fine, I get that jobs vary in complexity and you can't necessarily pinpoint a time. The best dispatch could do was specify am or pm. And that was done grudgingly. I said pm as the morning was booked for me. On the day of the repair the tech called in the am. Of course, I was sitting in a dentist's chair at the time. So, there was some annoyance there. Not with the tech of course. Just the system used for scheduling or the lack of communication. I called to reschedule for the next day because the tech indicated that the appointment would need to be reset for the next day. When I called the service desk they somehow got the appointment reset for that day. The tech walked in the door with $260 worth of equipment. Apparently based on the model and my description of the issue they knew exactly what the problem was. The work was completed in a very timely and efficient manner. The tech was competent and professional. I'm giving Dick Van D*** a and quot;B-and quot; for this job. Only because the scheduling was an annoyance. And the cost of the parts was staggering. And I had to pay $4 for and quot;fueland quot; costs. I didn't even ask about that but that was odd. I would give the Fisher Paykel overpriced washing machine an and quot;F.and quot; Apparently the design of the machine is flawed and water leaks from the seal on the drain pump. The tech indicated that this somehow causes an electrical short that fries the control board. That repair pretty much fried my budget the same way the design of the machine fried the control board.

The man who came was early, which worked out fabulous as it was Christmas Eve. He was courteous and explained everything he was doing along the way. He even brought his own shoe mat as it had been snowing to keep my floors clean. Will definitely use in the future!

bout the poor service, He did not respond to me.

The experience was excellent and I have been there a couple of different times.

Service in the sales dept was great. I brought in prices from competitors and the prices were matched and a warranty was provided (not the longer one advertized, but a free warranty) on the price matched appliances. The advertising comparison price is comparing what you would pay for a comparable warranty at a competitor. DVD does not provide the warranty free, but they did provide me a free 1 year warranty with my price matches...which worked for me b/c I would not have purchased a warranty no matter where I bought my appliances. I was very happy. I have had service from DVD on other appliances (Washer/Dryer) and have been very happy with the estimate prior to doing the repair.

They are extremely friendly, knowledgable, honest, they care about their customers and not just the sale. They are the top as far as making sure you get what you need. I had them come out to repair our ice-maker. They came out saw the problem, fixed and explained the problem to me and left. I was not charged a dime for the service and was extremely happy with their professionalism.

They came out and repaired my clothes dryer, and they did a good job. They charge a small $25.00 assessment fee to find out what is wrong, and then if you have them repair it they will add that fee to your repair cost. They come out the same day that you call.

Unfortunately they were parts in both machines that they could not fix but they came out for 15 dollars and checked them out. It was pretty easy to get an appointment, they were pretty easy to work with, and they were pretty honest about what they could and couldn't do.

We have had this company out before for other repairs, but this time was a terrible experience. This company advertises the $15 service call and that is a very positive aspect of the business as well as the fact that they can usually come out that day or the next, but that is where the positives end. Return visits for the actual repair if a part is needed are handled with the typical "We'll be out sometime during the whole day" ...very similar to how television comedians make fun of appliance repair establishments, cable repair etc. They are not even capable of giving you a 2-3 hour window of time or telling you if it will be morning or afternoon. They indicate that if they haven't called you by 10:00 a.m. the day they are to come out, then you need to call them. Very difficult if you are trying to deal with a work schedule, appointments, rescheduling meetings etc. When we were contacted by them after our part arrived to schedule the next visit, I dealt with a new employee. The employee had a very difficult time with scheduling and did not seem to know what she was doing. The day they were to come out with the part, they never showed. When I called back to inquire/complain - instead of trying to work us in, they just put us another day out with the same song and dance of "we'll come whenever." No effort to compensate for their error; no apology. When they finally did come out for the repair, the repairman left himself short on time, and after putting the dryer back together, informed me that I would have a horrible rattle and that he did not have time to take it all apart again. The rattle was so incredibly loud, that we did contact them again and request that they come out to take it apart again to remedy the acknowledged rattle. The same employee came back, took it apart, put it back together only to tell me that the rattle would still be there because "once you take these things apart, they're just never quite the same when you put them back together." We contacted the company again to tell them that this was an unsatisfactory explanation as the dryer was quite expensive and not that old. We requested a different repairman. They sent the same young man with a supervisor. They attempted again to put it back together the right way to eliminate the noise, it did not help, and once again we were told that "that's just how it goes." Be careful if you use this company - although they did fix the original problem that we called about, if they work on any appliance of yours, you may inherit a new, "unfixable" problem you didn't know you could have!

The service man told me that it would last a while longer, but it was slowly dying because the bearing is going out (which I knew because of all the noise). We discussed my needs (considering I overload and mix types of clothes) and he reccomended two brands to buy that would be less likely to need service and last longer than this 9yr old washer. When this washer dies, I will be heading there to buy a new washer!

They refused to meet, much less "beat", a competitor's price.

They always arrive on time and comlete service as requested.

Our seven year old Amana washer stopped working. We called Dick Van Dyke's because that is where we bought the washer and dryer in 2001. The repairman came out and said the washer was working fine. $15.00 for the service call. Three days later, Sunday, the washer stopped again, for good. We took the clothes out, but the water was still in the tub. Monday morning, my wife called, and the repairman came back out. The timer had quit working. He said he had to order the part, it should be in the next morning, and he would be out to fix it. The next came, and by the afternoon no one had called or come out. My wife called the store, and was told that the part had not come in. It should be in the next day. Late Wednesday morning, no one had called or came out. My wife called the store again. She was told again that the part had not come in. That afternoon I called the store to find out when the part would be in, and why no one was communicating with us. I was told that the part was in, but the repairman had taken the day off! I called the store this morning (Thursday) to find out when the repairman would be out to the house. I was told that I would need to call back, because they didn't have the schedules yet for the day. It was 9:00 AM. I asked them to call us when they knew what time he was coming. The lady started talking rather rudely, like this was a big inconvenience. Finally she said they would call. We are very disappointed with the level of service and support from this company. They advertise their great service as a selling point, but our experience with them has been less than stellar so far. We have had to take all the initiative in communicating with them. At one point they lied to us, saying the part wasn't in, when it was in, but the repairman had taken the day off. This store gets an "F" for failed service.

Great experience when the appliance was checked for repair, great ordering process and installation. Excellent! Excellent!