Dick Van Dyke Appliance World

If I could give them zero stars, I would. I had them out because our new microwave we purchased had a faulty light and blew repeatedly. They came out, looked at the light, saw it was on and told me their was nothing wrong with it and I was going to have to pay for a service call. I explained that the light was flickering every time we closed the microwave door and that the bulbs kept blowing. He then told me I had voided the warranty by changing the light bulb. I said, "So, you guys go around changing light bulbs on all the appliances you sell....for free??" They charged us anyway. Customers beware!!

Awful! I bought the appliance from them six years ago. It stopped cooling. They came out and told me it was a known issue with that model and that Kitchenaid created a kit to fix it. I was charged approximately $300 for them to come out. The fix did not work and the freezer would still not freeze. They came back out and said the issue was a bad seal and would be over $1000 to fix and the fix may not work. I asked for a refund for what I paid on the prior repair that didn’t work. I was told the only way consideration would be given for that was if I bought another refrigerator from them or they repaired it. I have no intention of purchasing anything from them again. I have bought from them many times in the past, paying more than their competitors because they advertised the 10 year warranty. The warranty is no good! Beware of doing business with them!

It went well until the delivery and the washer arrived without 2 feet. It was a stacking unit that required both to be connected to be used. It took a week for the feet to come into the store. Then it was another 2 weeks for the installation of feet and and the washer/dryer. I really wish they would have scheduled the installation when they ordered the missing parts since they must know their installation schedule is very full. So 3 weeks after the brand new washer and dryer are originally delivered they will finally be installed.

They have been out to repair the dishwasher 4 times in the last year. I called them again 2 days ago as the dishwasher turned itself on and I couldn’t get it to turn off. I had to turn off the circuit breaker in the basement to get the dishwasher to turn off. I can’t t turn the breaker back on because the dishwasher turns on when I do.The customer service department is terrible. They were supposed to call me back yesterday. I am still waiting. Don,t buy anything there. I will not buy anything from them again.

Do not get cheated by these people.... When we bought a dryer last week, the sales manager Jeff Weathers cheated me and my partner by sending us a different model (the base model) from the one we selected in the store. He wanted to make it seem that he was giving us a bigger discount by telling us we were purchasing the more expensive model but charging us for the cheaper one, which we did not realize until it got delivered. They will not take it back, despite another representative in he store confirming this dryer was not what we wanted. We offered to pay the difference but he insisted that we must, in addition, pay the restocking and deliveries fees. The dryer, to boot, was delivered with dents.

I called Dick Van **** appliance world service, the representative told me there is $35 service fee (not include labor), ETA came and tell me nothing wrong with my washing machine. He said I have to collect $39 right away, " Can you company sent me a bill?" I asked, he said "NO", I paid. After ETA left, I was trying to use my washing machine again and it have exactly same problem, I called customer service back, they schedule me three days later at 12-2pm and I was told that there is no charge within 90 days after first service ( in my case there was NOT a day), of course, no one showed up!!!! I called customer service again, same ETA showed up two hours later, he spent less than 30 minutes took out colorCatcher paper in the pipe. "I need collect $95.70" he said. "customer service told there is not charge within 90 day" i replied. "they don't know what they are talking about, I have to charge labor, next time, I WILL ONLY CHARGE YOU $54, NOT $97". So, I paid again. WOW..... did he just add service fee into the labor?

unknown

It was delivered on schedule, installed professionally, and the old machine removed. I believe the delivery man was Dan.

It is now1:30 pm and I have just called DVDyke. After a run around (could'n't find record of request, what was that telephone # again, what is your name again???) finally was told someone would be here between 2-4 pm. Supervisor said they "are busy." Have been waiting since 8 am. Cable provider now provides better service!

On March 29th, 2016 I had an appointment with a service tech. from Dick Van ****'s Appliance World.  I had to take all day off work because they will not set a time, or even give a 4 hour window.   He came, he couldn't fix it so he ordered a part.   Next appointment was on April 28th.  I had to take another whole day off work.  He put the part on, it still didn't work.  He ordered another part.  Next appointment was on May 19th..  I had to take another day off work.  He came in replaced the part and guess what.  It still didn't work.  So without looking at the rest of the machine he tells me it is mouse damage, voids my warranty  and charges me $60.00 for the service call.    I didn't think that there was any mouse damage so I looked.  NO MOUSE DAMAGE.  So I called the manager, who by the way is not a helpful person, She sent another tech. out to look at the machine on June 1st.  Guess what,  Another day off work.  He tore the machine apart and agreed that there was no mouse damage and it should still be under warranty.  He ordered a part.  I set another appointment  for June  28th At 12:30 I still had not heard from the tech so I called them.  They called back at 1:30 to say that the tech could still come out but they had voided my warranty again.  So I would have to pay for the repair.  After I had yet again taken another day off work.  5 days off work to have a broken dishwasher and a voided warranty.  Never buy anything from them if you are counting on their warranty service.

unknown

They diagnosed the problem quickly and scheduled/completed service
within a week. I do not like that they did not call ahead of time before
showing up at the house, while I'm at work. I need at least 30 minutes
lead time to leave work to meet him at the house. When I told him I
could be there in 20 minutes, he acted annoyed and told me I had to
reschedule service to another day. When I missed his calls due to being in meetings, he did not leave a voicemail. Overall poor communication from the repair person. I also feel like $300 was a bit steep, but I was desperate to have the dryer fixed. I think I'll shop around a little more before using this company in the future.

unknown

We were totally satisfied.

The washer needed a something minor and they were on their way!  I plan to purchase again from Dick Van D***.  The warranty is included in the price.  This was my first purchase at Dick's and I look forward to returning.

After taking delivery of new kitchen appliances, frost began to build up in the freezer drawer. Dick Van D*** scheduled a repairman to come next day (offered same day), the repair was completed within minutes.

We were having a sit down dinner for 43 people. In the afternoon, we realized the dishwasher was leaking badly. I called Dick Van Dykes at 3:00 pm and spoke with Lisa. She was very helpful and empathetic. All the repairmen were at the last jobs for the day, Saturday. She made calls until she found a repairman that was finishing up his last call. He agreed to come to the house around 5-5:30 pm. He showed up as he said he would and found the problem quickly. He explained that dishwashing detergents had been required to remove the phosphates from the detergent. The phosphates apparently keep some hose or doodad from clogging. He told us we needed to buy a cleaner from the grocery store and use it about every 6 weeks.
We were originally told there would be a $75.00 emergency charge, but the repairman waived the fee even though it was after 5:00 pm on Saturday..
Problem solved before the guests arrived, and we know how to avoid the clogging in the future.

Purchased GE washer (GFWH1400DWW) and dryer (GFDS140GDWW) on 8/17/13 and delivered 8/23, a few minutes past promised time. Delivery man was upset as salesman had not updated our address and he was sent to our old address and thus arrived late. He said he was paid by the job not by the hour! He installed the washer and dryer but left without checking the dryer and when asked a question said just to read the owner's manual. After he left we found out the dryer produced no heat. A technician was sent out the next day but when he opened the dryer he informed us it was and quot;one of the new ones with complicated circuitryand quot; and he would have to call GE, and as this was a Saturday and GE tech support was not open, he could only call Monday. After calling GE on Monday, and finding out it had nothing to do with the new circuitry, he returned, replaced a defective igniter, but broke something else and said he would now have to replace the circuit board. At this point we got DVD to agree to replace the dryer and they even offered to let us use the dryer (that worked but on one setting only) until replaced. Finally on 9/5 a new dryer was installed, tested, worked fine and we have had no problems since. The second installer was excellent.
Other than the original installer, every person we dealt with was pleasant but to finally get resolution took many phone calls, with significant wait times with each call.

I called to schedule a repair for the refrigerator. I did have to call the second time to make sure that he came. He did come and check the refrigerator efficiently. The control was broken and I had to wait for the part to arrive, but the repair man called me as soon as he had an opening. I was happy with the service.

Initial service call was $25 to diagnose. Had to order parts. They said they would call when parts came in. Ten days later I called them. Still no parts, even though a quick internet search found 3 places with parts in stock. OK. I get that they have to use their supplier - but not even a follow-up call to let me know.
Finally, AFTER MORE THAN 1 MONTH, I got a call. Scheduled an appointment. Both the tech and the dispatcher said that a morning appointment would be no problem, as I work midnights. On the day of the appointment, they were a no show. I called to ask if they had forgotten me. They told me they could not guarantee any time of day. I TRIED to explain to this person what the tech and dispatcher told me and that I had been waiting for more than a month, but she wouldn't let me get a work in edgewise. I cancelled everything.
I've used their service dept and bought appliances from them before. They used to be good. But this experience was TERRIBLE.

To insure that the maintenance folks would be able to be there when the refrigerator was malfunctioning, the repair department worked out trial pre-scheduling of maintenance appointments that we could cancel in case the refrigerator was operating properly. We were lucky and the first of these was one where the refrigerator was down. The maintenance crew phoned ahead when they were on their way, diagnosed the problem within 10 minutes, replaced the failing component, and verified that the problem was fixed. The invoice that they left indicated that the work would have cost $180 had it not been covered by their free 5 year warranty.

When I called, the customer service representative was very polite and responsive, and had a repair person available the next day. He arrived on time, was very efficient, and explained and showed me what needed to be replaced. He also was honest with me about whether it was worth repairing (it was), and I didn't get a and quot;sales joband quot; about purchasing a new machine. My washer works great now and I am very happy with the service I received. It was fairly priced, and the service person and customer service person were professional and prompt. Also, the service person didn't leave a big mess for me to clean up, which I greatly appreciated.

Unforutnately, this is the second bad experience we have had with this company. I reviewed the original experience, but I see that it has since been removed from this site.
After an initial contact to set up a visit, they scheduled a day that the technician would come with the necessary part(s). This was a repeat procedure that they had done previously two years before. After having to take off work to meet him, I came home only to find out that the visit was cancelled because the operator had made a mistake and the part was not really available. Their error. After rescheduling and having to take off work for a second time to meet them, I arrived home to find another message saying that they were cancelling again because the part still wasn't in! After making a call to customer service to try to remedy the situation and find out what they would do to make the situation right - I spoke with two very difficult young women who were not interested at all in trying to and quot;rightand quot; their miscues or extend good customer service to compensate for their mistakes.
After a third attempt at making the repair, the technician came, but only had one of the necessary parts - two were needed. When he entered my house (after the history on this repair and numerous phone calls to customer service) he walked in and put the part on the counter and asked me what was wrong. When I asked him why he did have any information about the visit, he told me that he didn't know - and quot;they just gave me this part....and quot;
After another phone call, the service manager, only after excessive complaining from me, did agree to take 20% off the part - a whopping $8. On a bill well in excess of $100 and having sacrificed two afternoons at my place of employment, that was a bit insulting. When I questioned her about their rates for service above and beyond part costs, she tried to tell me she DIDN'T know what their hourly rate was - she said they used a and quot;flatand quot; rate. When I asked her what that was, she DIDN'T know that either and said that only the technician could know that. I have never encountered a more vague, rude, or uncooperative customer service manager. Why all the smoke and mirrors with your pricing? The whole experience was unbelievable and after 12 days, I am no closer to having the repair completed.
I cannot recommend this company.

Our regular repair man was on vacation, so I called Dick Van D***. Fortunately, they were able to send a repair person within 2 hours of the call. Apparently, this is a common repair because Sean had a new board on his truck and was able to quickly make the repair. He was prompt and courteous. I would definitely contact them again.

It was not "Same day service". When we called to ask why not. They said, "Well that's only if they are not backed up". Really? Didn't hear that in the adds!