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. has 9 locations, listed below.

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  Orville's Appliance, Inc.

  3979 Walden Ave Lancaster, NY 14086-1409

  
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  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.

  74 Cobblestone Ct DR Victor, NY 14564

  

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:08/31/2022

  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.

  bought gas range from this company Invoice #****** was delivered 8/16 and have had nothing but problems with the programming of it. I revisited the store on Williams street and told a salesperson about the issue and was finally told to call service. This is w/i 10 days. I can't program the ranmge per manual and it does what it wants when it wants. I've found the range saying "Self clean" on it's own, or wake up in middle of night and find oven light on and won't turn off when button pushed. Also freq it'll say "AP" which isn't in manual! Have service scheduled for 9/1 but I'm at point I don't trust oven w/o me able to watch it r/t possible fire risk cuz it'll turn on "self clean" on its own !!! need removal and replacment with one that works

  

  Business Response

  Date: 09/02/2022

  We apologize for the inconvenience.  The unit would need to be set up for service as I see it was mentioned it already is.  The warranty for the unit is for repair not replacement.  The customer is on the right track which is service.  

  Customer Answer

  Date: 09/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,***** *******
  This business, as I've seen via ****, has a hostory of selling defective products and failing to stand-by them. The product I bought lasted about a week before failure. It appears their business model is to sell defective products and put their customers through the "service" torture with all the delays of waiting for appointments and parts delays when it would be better customer service to exchange especially when product doesn't even last a week.  I had to wait a week for service call to show and to find they couldn't do a damn thing about our issue but say they'd have to order a whole circuit board thus waiting another 10 days to see if that is the problem before ******* would even consider replacement. So essentially it cost us $800 to use an oven for about a week then 2 weeks more of an oven doing whatever it pleases tuning on the oven light, or saying "self cleaning" etc etc   I'm getting to point of unplugging when I leave the house, r/t haywire circuitboard, conernedit might actually star a high temperatuer self clean that may cause a fire !!! If that's even the problem. If no exchange not even a monetary offer or consideration for emotional distress and/or inconvience of wasted time and lack of use r/t brand new, not damaged or used product. Just take our junk and deal with service seems their busness model!!!!  
  
  
  

  

  Business Response

  Date: 09/08/2022

  We do not manufacture the units.  We have no knowledge prior if an appliance will have an issue or not.  Orville's is able to stand behind the product by honoring the warranty given by the manufacture.  The warranty is clearly stated that it has a one year warranty for any defective parts and labor.  If the consumer doesn't want the unit serviced they would need to contact the manufacture directly to see if they would approve an exchange.  Orville's is only able to process an exchange if the manufacture approves it.  We have no way to request an exchange either if the unit can be serviced.  We understand the frustration but we would strongly recommend to contact the manufacture to request something other than service.  

• Initial Complaint

  Date:08/26/2022

  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 fridge, stove and microwave. Multiple issues including manager 'Bob' asking if I was an idiot. My issue is not about this
  
  The refrigerator handing is loose, needs a set screw and we are getting the run around, service guy August goes to wrong address, and doesn't have the (1) screw to fix it. Called Ashely yesterday today, Larry today and they say they have no record of anything.
  
  I want the fridge handle working. Please

  

  Business Response

  Date: 09/14/2022

  We do apologize about the inconvenience.  This needs to be set up with a service technician.  I called the customer to discuss the issue and get them on the schedule to repair the unit.  I left them a message on 09/14/2022 @ 12:40PM.

• Initial Complaint

  Date:08/10/2022

  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 washer & dryer from this location, paid nearly $2000, paying additional money for an installation of the products. The delivery went as scheduled except the washer was not installed completely. Four feet of additional hose is needed for the discharge hose to reach our utility sink. The delivery team lacked these resources, gave very basic instructions on how to complete an installation and left our home without finishing the work we paid for. A complaint to Chris, a sales manager at the location we purchased from, resulted in this individual continuing to argue the point that it is not their responsibility to complete the installation we paid for. In turn, we paid for a service that was not completed and met with rudeness from a store manager, lack of resources from a skilled installation team and inadequate instructions on how to complete their job. In essence, they left the work of skilled labor in the hands of amateurs and offered no resolution when we lodged our complaint. We seek a refund, in part or partial, to our credit card for a deficiency on installation.

  

  Business Response

  Date: 08/11/2022

  We are aware of this and have already worked this situation out with the customer.  We have an appointment to go back an install a longer hose.  Typically we have a standard size but we are going to order a longer than standard size so we can help with customer so they can have a working unit.  

• Initial Complaint

  Date:08/05/2022

  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.

  We had our appliances delivered April 2, 2022 and our fridge can’t make ice due to manufacture recall. So we’ve been paying 4months on a not fully operational fridge. A few days before delivery Orville’s called to tell us about ice issue And said parts already been shipped and problem would be fixed in a few weeks after delivery or we can wait on delivery until parts came in. Those “few weeks” are now 4 months and counting with no updates. So Orville’s basically knowingly sold us a broken fridge for full price. Bad business in my opinion and I’m a long time customer

  

  Business Response

  Date: 08/08/2022

  We do apologize for the delay on this. We have recently received the icemakers in so our service office will be calling this customer by the end of business today to schedule.  

• Initial Complaint

  Date:07/29/2022

  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've made a complaint for ********** previously but it was to the wrong location. The correct location I bought my fridge from is Orvilles. I bought the fridge April 13 2022. The invoice number is ******-0. It has been about 2 months since I bought it and it wouldn't cool properly, making my food go bad. I contacted orville's and had someone come and take a look at it and they said it was a problem with the compressor. Ever since then nobody has contacted me or given me any updates. I have tried calling them everyday for a month straight, but have not gotten a proper response. Especially in the summer I am in desperate need of my refrigerator. I have called orvilles multiple times and they keep transferring me and not giving me an exact time or estimate of when they can come fix it.

  

  Business Response

  Date: 08/08/2022

  We apologize for the issue.  It looks like another local company by the name of **** *** ******* is doing the service.  They advised the issue is that the parts are on back order.  They have it documented they advised the customer and also the customer has contacted the manufacture as well but there has been no resolution.  What I am able to do is reach out to ********** as well to see if there is anything at all they can assist with but unfortunately I can't make any guarantees on what they will do if anything but I 'd be more than happy to try.  I will be sending information over to the manufacture today but at times there is a 7-10 day turn around time for any sort of response but I will contact the customer directly with any update.