DICK VAN DYKE INCORPORATED Reviews 3

We bought a GE profile fridge which was delivered 9/2020. The ice maker stopped working in 6/2021- only 9 mo old. We called for service and they said they were 12 days out- nothing like their commercials say. Finally they came in July to diagnose and said it was the compressor for the ice maker. They said the part should be in 1 week. No calls, no information from Dick Van Dyke Decatur, Illinois. I finally called them end of July and they said the part should be here in August. It’s not the middle of August and still no repair. I think whenever you advertise quick and good service you should provide it. I finally had to buy a countertop ice maker. When you purchase an almost $3000 appliance it should definitely last longer than 9 mo and when you you call for service you should be able to repair it. I put a review on their site without a response from them. This is very poor customer service. I really wish I would’ve bought from Lowe’s. Previously we’ve bought several appliances from this store but after this experience I will likely not return.

My dryer stopped working in December 2019. I called and requested a service call the day after I noticed the problem. My dryer appeared to be overheating. It would run for anywhere from 5-18 minutes and then shut off. The dryer would, then, not allow me to restart it until a short period of time had passed and then...repeat. My husband and I determined that the overheating may be caused by the vent between the dryer and the outside. Before the service appointment, we pulled out the dryer, removed the vent and cleaned it out as best we could, using the pressure from an air compressor. The dryer was still shutting off after about 5 minutes, required a cool-down period and…repeat…even after the vent was cleaned. It was also providing an error code that indicated the reason for the shutdown was because the door was open. 5 days later, a service tech by the name of Jim, who has 30 years of service with the company spent a whole 5 minutes in my home diagnosing the dryer problem. He stated that this issue was a vent problem. He never pulled out my dryer to examine the vent, he never stepped into my basement to assess the vent that coiled through my basement ceiling, he never stepped outside to check the airflow at the vent on the side of my house. After I told him that my husband and I cleaned out the vent and the pretty thorough job I felt like we did, he said: “well you didn’t do it good enough”. Since this diagnosis was not related to my 5-year, full-service warranty, I was required to pay a $60 service fee and purchase, at Jim’s suggestion, a $40 part from Amazon to appropriately clean the vent. A week later, $100 in service and parts and $150 at the laundry mat, we cleaned out the vent, again, according to Jim’s instructions and the instructions that came with the equipment we purchased from Amazon. I turned my dryer on to begin my laundry, at home, for the first time in 2 weeks and BAM…the dryer shut off after 5 minutes and the dryer flashed an open-door error code. I called DVD the next day, had to schedule another service call and wait another 5 days to see a service technician. Jim came back to my house. He was there less than 10 minutes this time. He did peer into the back of my dryer. He said he was satisfied with the way the dryer was vented. He also stepped into my basement and viewed the vent coiled through the ceiling. And he also stepped outside to physically view the amount of air coming from the vent. He said that though he still felt it was vent issue, he would order a thermostat to “make me(you) happy”. Over the next 4 weeks, I was provided with 4 potential delivery dates of my thermostat. During this time, DVD never contacted me to see if anything changed, they never reached out of an attempt to rectify the situation in a different manner, they never called me with an update to the delivery delay with my part. The ONLY reason I knew the status of this part was due to my constant phone calls to them. Finally, the part was delivered, 6 weeks after my initial phone call, DVD had the part put on within 3 days. (SIDE NOTE: Also, during this waiting period, we moved, and the dryer went with us, to a new home and received A BRAND-NEW VENT. The problem was not resolved with the new vent however the dryer that was installed in our previous home is working just fine with no problems from the dryer or the vent) After the service tech installed the new thermostat, he ran the dryer for approximately 3 minutes. He stated he was satisfied with the part and the machine and left. As I returned home later that evening to do a load of laundry, after 5 minutes in the dryer…ERROR CODE DOOR OPEN! I contacted the Service Manager. She apologized that I have been without my dryer for 6 weeks, have spent over $300 at the laundry mat, and that I spent $60 on a service call (which they have refused to refund) and $40 on an unnecessary vent cleaning tool The only option she could offer me was a service call, 3 days later. So I still wait...