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.

  8430 Transit Rd Buffalo, NY 14221-2818

  
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  Orville's Appliance, Inc.

  4733 William St Depew, NY 14043-4633

  
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  Orville's Appliance, Inc.

  875 Marketplace Dr Rochester, NY 14623-6015

  
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  Orville's Appliance, Inc.

  2558 W Ridge Rd Rochester, NY 14626

  

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:06/20/2025

  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 purchased a ********** Refrigerator from Orville's in November of 2023. I also purchased a 5 year extended warranty with the purchase of the fridge. At about the 13 month mark (1 month prior to the end of the manufacturer warranty) my food began to freeze in the fridge. Not long after that I had no cooling in the fridge whatsoever and all my food went bad. The fridge was still covered under the 5 year extended "warranty" they had provided which totaled $129 plus tax. The fridge itself costed $647 plus tax. After complaining they sent a company out to look at the fridge. I waited several days. Finally they came out and didn't make any repairs because they said they "needed a part". A week goes by and they bring a part. There's a leak in the fridge I believe and whatever part they replace was not the correct part and I don't believe the part they replaced was where the leak was because they provided no proof of this and there is UV dye in the refrigerators so they should have been able to provide proof. Anyway they replaced the filter drier and the UV dye drier. The leak must be internal and unseen but they still proceeded to replace random parts anyway knowing the refrigerant would just leak out again. They in turn charged the warranty company "*** ****". Orville's (the dealer), ********** ( the manufacturer), *** **** (the extended warranty company), and **** *** *******(the repair company) are all involved and they are all pointing their fingers at each other like children. Nobody will help me with this issue and I've run out of options to this point. 1.25 y.o fridge. New leaf says they've expended all of their resources for this issue. The definition of warranty is to repair or replace if irreparable. This is irreparable. They offered me $77 which is totally unacceptable and unfair. I feel I've been taken advantage of completely. I've now lost 2 full fridges of food. The "repair" was made in March and no cooling again. I've provided all documents. Help please!!!

  

  Business Response

  Date: 06/23/2025

  Hello,

  We have reviewed this case and want to provide clarity.  ********** does not install UV dye in their systems, they are more of a diagnostic tool. The drier has to be installed, meaning a sealed system job (evacuation of refrigerant, part replacement, and a system recharge of new refrigerant) is required to actually utilize the dye to try to find any slow leak in the cooling system. That means that the servicer would require parts and labor authorization and in turn charge for the service labor and parts. Now that the unit has failed again or even may need additional parts, the repair has exceeded the limit of liability. The limit of liability is spelled out in the terms and conditions under "IIIB. PARTS & LABOR] REPAIR PLAN".(Terms and conditions attached) That explains the financial limit to what the service plan provides. The warranty company, the servicer, and the dealer have all done what we can to help. 

  As a good will gesture, we (Orville's) have offered an additional $100 in store credit on top of the $77 buyout they are entitled to, to try to ease the cost of replacing the unit. 

• Initial Complaint

  Date:05/12/2025

  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.

  Went to Orville after having such a hard time with other store about a decent refrigerator so I decided to go to Orville after shopping around I said no more used appliance.im buying brand new so I did and refrigerator lasted 2 months and 2 days after I just shopped and spent a average of $500 wake up call Orville you had a warranty call ********** so I do that was Thursday the 8th ********* says troubleshoot it unplug it n plug back in and call us back in about 2 hrs tried it called back were closed Really it's now the 11th and I can't get anyone till Monday the 12th what about my food now it's all rotted.this really sucks I paid cash for my refrigerator and no one can assist this is not right and after reading the reviews from both Orville and ********* wow.Smh so tired of being taken advantage of

  

  Business Response

  Date: 06/04/2025

  We contacted the customer today to verify if repairs were completed by the manufacturer. The unit was repaired, and has been working fine. The customer would have to reach out to the manufacturer regarding food loss. The manufacturer warranties the product, not the dealer. The manufacturer would be the only ones to reimburse for food loss.

• Initial Complaint

  Date:05/05/2025

  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.

  refused to install new dishwasher,refused to leave new dishwasher,

  

  Business Response

  Date: 05/06/2025

  The customers home plumbing needs to be up graded by a plumber. The dishwasher needs an independent shut off valve for the water supply line. This is not a service we provide. The customer advised our installer to take the unit back and cancel the order. We have cancelled the sale as well as the installation. Our sales team will be processing the refund.

• Initial Complaint

  Date:04/29/2025

  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.

  Had a brand new washing machine delivered that is not working. The washer does not end cycle and continues to run continuously. I contacted orvilles and was bounced around to multiple people. I was told I wanted this washing machine returned and to be refunded, and was advised there would be a 25% restocking fee. They then advised a service technician would have to come out and if it were to be returned which happened to be untrue. I was told service would contact me and they did not. Next day at 930 still nothing, had to spend 15 minutes on the phone for them to tell me they would have someone the next day come. I have a brand new washer with laundry stuck in it and a door that won't open. Terrible customer service. I would like this picked up and my money refunded so i may purchase somewhere else.

  

  Business Response

  Date: 04/30/2025

  Our office manager spoke to the customer today, 4/30/2025.  This situation was rectified yesterday.  Our delivery team actually hooked up the unit incorrectly and reversed the hoses.  The hoses have been corrected and we offered to refund the $99 delivery fee the customer paid for.  He was very grateful and aware he will receive the refund within the next week or so.  

  Customer Answer

  Date: 04/30/2025

  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: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.