Similar to other reviews I had seen on this site (and should have heeded) we had a very strange and frustrating experience with Dick Van Dyke service repair in Bloomington. Without going into the details, we had four trips to our house, multiple unreturned calls, and no diagnosis of the issue on our Frigidaire refrigerator. Despite finally getting a couple of calls back today from Raven and John this company refuses to reimburse us for the $60 fee despite the fact that we never did get a solid diagnosis on the failure. I have filed a complaint with the Better Business Bureau of Central Illinois and am seeking further remediation through that channel. The most frustrating thing here is the total lack of response from Dick Van Dyke appliances from December 17th through December 30th despite multiple promises to return my calls. Terrible customer service and a complete lack of failure on their part, and also a complete lack of accountability on their side for any of this at all. I expect that review will be "excised" from their website but I have a copy and will repost here, to social media, and on every business evaluation site I can find, as the public should be aware of these business practices.
RESPONSE FROM Dick Van Dyke Appliance World:
Mr. Williams I apologize that you feel our service was less than professional. After sharing with my staff members your comments they weren’t surprised. My service technician shared with me that he called the manufacture from your home when he was diagnosing the refrigerator. He also shared with me that you were given the part numbers of the parts that failed. The service technician’s notes indicate you would call our company if you were interested in repairing the refrigerator. The technician’s notes further state that when he called the manufacture he requested for them to pay for the repair parts. Our technician was trying to get the manufacture to pay for parts on your 10 year old refrigerator.
Our service call fee is to diagnose the issue with your appliance. It is obvious to me that if you have the part numbers the diagnostic fee is an applicable charge. However, my staff members said you wanted the diagnostic fee waived early on in the process. You shared with my Customer service department if we didn’t waive the fee you were more than willing to go everywhere on the internet and slander our company. You were trying to intimidate my staff into unfairly refunding money from services that were rendered.
I appreciate your patronage and will work to earn back your trust in the future.
Respectfully,
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.
more