Dick Van Dyke Appliance World

We needed our new washer in pinch. We bought it on a Friday and was delivered on Saturday. Delivery was a little later than we hoped but we were taken care of and washing laundry again. more

Installers were very professional and friendly. There was a couple small issues with the refrigerator and they ordered replacement parts without being asked. more

I had Dick Van Dyke to repair my icemaker. They put in a new one and the next morning I found that it had leaked and ruined my floor. The service man came back and wrote a report of the damaged floor. Dick Van Dyke will not pay for the damage. I was told that I need to turn it into my home owners insurance. I have been in circles with them and requested that the owner Dennis Reiken call me and the gal chuckled at me. Bad service and bad business! RESPONSE FROM Dick Van Dyke Appliance World: We apologize for any inconvenience we may have caused repairing your icemaker. I have investigated the events leading up to the water leak and still feel this should be turned over to your homeowners insurance. When you placed the initial service request with our company it was for an icemaker not making ice. Our service technician checked the water supply to the refrigerator and determined the icemaker wasn't calling for water. When our technician manually cycled the icemaker it would fill with water. However, it wouldn't call for water unless it was manually advanced into the water fill cycle. Our technician replaced the icemaker and tested it to ensure it filled with water. After six days we received another call into our customer service department that your icemaker was leaking. We immediately dispatched the same service technician to diagnose the water leak. The technician determined an internal water line was leaking. The technician explained to the person that was present that the water line was under the refrigerator and wasn't part of the system he touched when he was there previously. However, the technician repaired the leak and explained that it probably happened because the icemaker was inoperable for an extended period of time. We apologize for the inconvenience the water leaked caused, but since we didn't repair anything previously related to a water leak, we feel this should be turned over to their home owners insurance. We appreciate your patronage and hope to earn your business back in the future. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

AGAIN, VAN DYKE'S SERVICE IS OUTSTANDING. I JUST PURCHASED ANEW WASHER AND DRYER. THE SALES PERSON WAS EXCELLENT: NEW THE PRODUCTS AND MADE SUGGESTIONS FOR OUR NEEDS. DELIVERY WAS QUICK, ALL PRODUCTS AR FUNCTIONED. I WILL RECOMMEND DICK VAN DYKE TO MY FRIENDS. SID AUDIFFRED more

I've had another excellent experience with the purchasing and installation of an appliance from Dick Van Dyke, Springfield, IL. The salesman was very, very knowledgeable when picking my appliance. No pressure at all. Richard installed my new range. He was wonderful. Richard was very careful not to scratch my newly laminate floor. He took his time leveling the range and even gave me advice as to what product to use to get the glue residue off. He was totally professional, did an excellent and speedy job of installation, and was a true gentleman. With everything I have stated above in addition to this store's excellent service department and appliance 5/10 yr. warranty....why would I purchase from anyone else? Answer: I don't. I love Dick Van Dyke in Springfield, IL. They ROCK! more

Doug helped us get the right product and did a great job explaining everything and helping us get the appliance installed according to our schedule. more

I like the GE washer, I understood I was paying more for the extended service warranty on it. Before we have always been happy with the service departmen at Dick Van Dyke's. We purchased all of our appliances from them in the past. The problem with being charged an extra $30 for installation is a red flag. Salesperson said extra $30 for hoses which I declined, delivery person said extra $30 for retrofitting the old syphon break to the new washer hose and they were giving us the hoses. The retrofitting of the syphon break consisted of a little bit of Teflon Tape. WOW that's really worth $30? I don't think so. If we have any more bad experience with the company we will give our future business to one of their competitors. RESPONSE FROM Dick Van Dyke Appliance World: I apologize that you feel that we have deceptive business practices. In an effort to always bring clarity to every sales transaction we fill out a form that outlines what is required during the installation process. Our delivery guidelines are used to determine whether or not the delivery will require a plumber, carpenter, or electrician. Our installers are trained to install standard deliveries that wouldn't require altering the installation location. Unfortunately, your review doesn't give me enough information to look at your specific transaction, but it appears you were charged to convert your washer from a standpipe drain to a floor drain. The parts that were needed to make this conversion would have been an additional expense because all of the manufactures design their machines to drain in a standpipe. We will always recommend changing your fill hose when you purchase a new machine due to the leaking potential of old fill hoses. It appears we didn't replace your fill hoses at your request but were required to sell you a siphon break. The older siphon breaks will not work on the newer machines because of the different type of material the drain hose is made of. I hope this explanation helps put your mind at rest about deceptive practices. We appreciate your patronage. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

This is a copy of letter I sent to Better Business Bureau: In September i payed $25 dollars for a service technician to come out to investigate a complaint of one my tenants fridge. After inspection the technician called and said that it needed a new compressor motor and a compressor motor only. After receiving the part, the technician returned to the property. Upon returning he called me and left a message saying that the compressor was fine and that the tenant was leaving the door open causing it not to cool and defrost properly. He did state however since he was there anyway he already did the following: re-align the ice flapper and gave a cleaning.He also stated that the hinge was broke and needed to be replaced. And asked when i would like to order the part. Needless to say i never contacted the technician again and left a message the next morning with the D.V.Dyke service refuting the charges and stating that the credit card which i had left would be turned off and asked for someone to return my call. I never heard from them until Saturday March 9th when i received a forwarded letter that was sent over 2 months ago saying that they were taking me to court over the outstanding balance. Today I spoke to a collection agent Jeremy Dolt, i believe he said his name was. He informed me since i was not present when the technician returned, the technician has the authority to do whatever repairs he sees fit. Even if it was none of the repairs that we had previously discussed. My answer to that is what did i pay the $25 non-refundable service fee for. For a technician to come out and guess what is wrong with the fridge or to get an exact diagnosis. This sounds like unethical business practice to me. I understand I am out the $25 for the service call, which i'll chalk it up to my mistake for believing paid advertising (I wrote Dennis Reiken a new "wow" service commercial but never heard back). But i will not pay for repairs that i NEVER authorized. I feel like i was baited and switched for the service, as Jeremy the collection agent stated, "Whats to complain you got it fixed for less than the original estimate." I would have done these repairs myself is why i'm mad. i can pull a fridge out and vacuum it. Its just bad business to do services not authorized and charge for it. If i used Jeremy's logic, why did the service technician call me to ask if i wanted the hinge replaced if the technician was authorized to make any repairs seen fit after the service call. And to make things worse, the fridge was not repaired correctly. Any person who would have taken the time to run their hand along the seals would have realized the the seals were bent in two different places not allowing an air-tight seal. Not a compressor motor, not a ice flapper, not a cleaning, and not a hinge. But i don't have a fancy certification like their techs, so what do i know? RESPONSE FROM Dick Van Dyke Appliance World: Dick Van Dyke Inc. apologizes that you feel that your service request was less than you expected. However, after reviewing all of the information associated with your service history it appears some information has been left out of your complaint. On September 12, 2012 you called our service department stating that one of your rental homes was having an issue with their refrigerator. We immediately dispatched out one of our service technicians to diagnose what was wrong with the appliance. When we arrived at the home no one was available to discuss what was happening with the appliance. Our service technician seen a over abundance of frost on the back wall of the freezer compartment. Since we were unable to speak with anyone about the way the refrigerator was used, we diagnosed a faulty defrost system. A copy of the original diagnosis was left at your tenants home. The condenser fan motor was recommended because of how dirty the condenser was at that time of service. When the technician went back to repair the appliance someone was available for him to talk to and he discovered some facts that altered his original diagnosis. The service technician tried numerous times to contact you with the revised estimate, but you wouldn't return our calls. We made every attempt possible to inform you of our efforts before we billed you for services. The original estimate was over two hundred dollars and the revised estimate was eighty six dollars and fifty cents. The revised estimate saved you approximately one hundred dollars. We apologize for any inconvenience this situation may have caused. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

The sales crew did an outstanding job. We returned to Dick Van Dyke Appliance World in Springfield after checking several showrooms. Mark helped us find the range and the 240 Volt Advantium Microwave/oven for us. Great attitude!! Jim arrived on time to install the range and Microwave and had all tools and equipment he needed to do the job. I would recommend Jim to anyone. Very professinal and also had a great attitude!! Thank You!!! more

Very helpful in-store service helped us make a good decision. Delivery was prompt with removal of old appliances. Couldn't ask for better all around service! more

Please ensure you have your full attention when they deliver your products. In our case my wife was home with a baby and our young daughter. Now they are scheduled for Warranty work on Monday as they say we signed for the delivery. Well my wife now knows to not trust anyone ever again. I would like to know how this falls under warranty work. The primary issues were from the store and delivery issues before they even came into my house. Let me list the issues so far: 1) Dryer front door (front loader) has scratches on the outside as well as the inside of the door. You can also see dirt in between the door (scratch inside door as well)? How does this happen on a new, un-used unit? 2) One of the pedestals was not setup. Springs that push out the drawer were not installed and the piece that keeps the drawer closed is not even in the packaging. So I have pedestal that is missing parts and won't function properly. 3) The Washer & Dyer were not evenly spaced in the room. When I did move them the dryer vent came undone. This caused the room to drip with water before I found what had happened. When I checked I found they had not even tightened the vent to the Dryer. Not even close as it took me many turns to tighten it up afterwards. 4) I have easily spend over an hour cleaning off packing/tape residue from the front, sides & top of the units? How could they not be in plastic when delivered? When I explained the issues and asked to get a replacement door, and the part for the pedestal they insisted on a warranty visit. I was willing to swap the parts myself and not have to work with them again. This will be my last purchase from Dick Van Dyke. more

Will always buy from DVD! Best products and best service all around. Special thanks to Richard for installing our new washer so quickly. Great job guys! more

How many service people do you know who will save you the trouble and expense of buying a new washer just because you broke a knob on your OLD one? Mark at Dick Van Dyke did! My washer is very old.... circa early '90s. It works great, but my son inadvertently snapped off a knob while plopping down his monstrous book bag. Because the machine is so old, the knob it needed could no longer be ordered. So, Mark offered to keep an eye out for similar knobs available on machines being scrapped..not an easy task. When he came for the service call he showed me how to work the machine until a replacement knob could be found. Today, he brought me a "salvaged" knob, and I'm back in business!! Yes, when the time comes, I will be buying my next appliance from Dick Van Dyke!! more

We were very happy with our first experience at Appliance World. Our Salesman Jeff was very helpful and prompt with quotes and knowledge about the appliances we were purchasing. We were also very pleased with Richard who delivered and installed the appliances. He was very friendly, knowledgeable and helpful in explaining the operation of each appliance and answering any questions we had. He was very thorough in all he did. Our overall experience was really positive and we would definitely recommend Appliance World to our friends. Thank you all. more

I would like to compliment the repair man who came to check out our broken dishwasher. Brad was very efficient and gave advice after I asked. He had a person with him and he was good, too - but I'm sorry I didn't get his name. The appointment was Thursday, Feb. 28. Friday I went to the Decatur store and purchased a new dishwasher. One again I had good service with honest advice - no pressure. Today, March 4th the dishwasher was delivered. The installation man did a great job - efficient yet pleasant. I am sorry, I didn't get his name. Almost all of our home appliances came from Dick Vay Dyke - we believe they sell a good product and their service is wonderful. I espceialy like the 5/10 year guarantee. I also appreciated the call early this morning telling me the window when the dishwasher would be delivered. In the past it seemed I had to call to get that information but I think receivig the call is better because by the time the person calls they know the time frame. Sometimes in the past, if you call too early the schedule isn't set - this is more efficient and appreciated. I recommend everyone to use Dick Van Dyke. Maybe I should get some comission - just kidding:-) Keep up the good work - service is becoming a thing of the past - it is nice to know that it still exists. more

Our salesman, Robert, worked with us to find the appliances that best suited us. The delivery person, Richard, was knowledgable and effecient when delivering and installing our new range and refrigerator. We were impressed with the care he took. more

I had a dishwasher installed on February 9, 2013. The technician called ahead and asked politely if I would clean out the area under the sink so that he could work there. He arrived on time, went right to work, and worked continuously for the short time the installation took. This man was the most polite, quick, quiet and efficient istaller I have ever encountered. more

This is the first time we have purchased an appliance from Dick Van Dyke. The next time we need an appliance of any kind we plan to buy it at Dick Van Dyke. They did everything they promised and it was delivered on time. The Installer, Richard, did an excellent job and answered any questions we had. He had to remove our back door to bring in the new kitchen stove and he did that and replaced it back on the hinged. He was very polite and knew his job. We would want him to install any future purchase. We had a coupon for free delivery so that saved us money. Previously we purchased appliances from Lowes, but haven't had good with their appliances. Dick Van Dyke has the 5/10 Warranty which is good. more

i had to use your service because you were the only jenn air dealer in town but i wasn't happy about it to begin with. Then i get charged for delivery plus install and the install person was the one that delivered it. And since I was replacing a Jenn-Air with a Jenn-Air he was only here about 30 minutes. If i had know i was getting charged an additional delivery for the same guy to bring it out and install i would have just picked up my cook top on my way home from work. Then i called in to talk about it and the rep couldn't connect to the bloomington store to let me talk to my sales person he then got frustrated with me and diconnected. As i have tried to use your "same day" service in the past to my disappointment this is exactly what i expected. Thanks Dick Van Dyke. RESPONSE FROM Dick Van Dyke Appliance World: Installation and delivery charges for built-in appliances are separate (cooktops qualify as built-in). We are not unique in setting up our invoices this way as we've researched our competition regarding built-in appliance installation. Jenn-Air also rebates the install labor up to $150 which your associate, Lee, has informed me you received. Additionally, DVD in accordance to IL state law has waived sales tax on the cooktop because of the labor charge. We apologize if the breakdown of charges was not properly described at the point of purchase, but no charges were added from what was agreed upon and signed for on the original invoice. Sincerely, Paul Rieken Bloomington Sales Manager more

The installer of my dishwasher did an excellent job. He was very professional and answered any question that I had. The installer's name was Richard. I highly recommend him. My overall experience was excellent. more