Appliance Repair by Dick Van Dyke in Springfield, Illinois

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 from 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 andrepeateven 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 air flow 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 BAMthe 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 onto 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 meyou 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 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 dryerERROR CODE DOOR OPEN! I contacted Deanna, 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 from Amazon. The only option she could offer me was a service call3 days later. So, 6 weeks without a dryer and over 400 in the hole, I continue to wait

I went to Dick Van Dyke after buying a house and I had an entire list of appliances that I needed to replace. David Hawkins took me in hand, asked me questions about my lifestyle and made suggestions based on that. He made sure that the installation was scheduled when it was most convenient for me and made sure I had all the paperwork I needed for my rebates.

Everyone had Dick Van Dyke was professional and so helpful. Brandon was very knowledgeable. Cody and his co-worker did an excellent job installing our new appliances.