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Description

Major Appliances, Televisions, Computers and Electronics


BBB Accreditation

A BBB Accredited Business since

BBB has determined that P.C. Richard & Son Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for P.C. Richard & Son Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 385 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

385 complaints closed with BBB in last 3 years | 144 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 28
Billing/Collection Issues 14
Delivery Issues 15
Guarantee/Warranty Issues 46
Problems with Product/Service 282
Total Closed Complaints 385

Additional Complaint Information

This firm has not responded to our request for basic information.

Customer Reviews Summary Read customer reviews

28 Customer Reviews on P.C. Richard & Son Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 25
Total Customer Reviews 28

Additional Information

BBB file opened: March 01, 1967 Business started: 10/11/1909 in NY Business incorporated 01/01/1968 in NY
Type of Entity

Corporation

Business Management
Rick Gioia, Manager, Service Division
Business Category

APPLIANCES-MAJOR-DEALERS

Products & Services

P.C. Richard & Son Inc. sells the following brand(s): All Major Electronics and Appliance Brands

P.C. Richard & Son Inc. offers the following product(s): Appliances & Electronics

Method(s) of Payment
Mastercard, Visa, Discover, American Express, P.C. Richard Credit Card & P.C. Richard Gift Cards
Refund and Exchange Policy

P.C. Richard & Son strives to deliver best-in-class service for our customers to make shopping with us simple and hassle-free. One way we achieve this is by offering free returns for our customers. If your return meets the below requirements and you are unhappy with your pcrichard.com purchase, please call customer service at 877-727-1909 or e-mail support@pcrichard.com to process a free return.

Internet Orders: For all USPS and UPS orders: Please call customer service at 877-727-1909 or e-mail support@pcrichard.com with your name, invoice number, contact number, and details of the return to begin the process. A UPS return label will be sent to you via e-mail by one of our customer service representatives. Please allow your return 3-5 business days to reach our facility and be processed. If you have requested an exchange, your new item will be sent to you within 2 business days after the returned item as been received.

Internet orders: For all P.C. Richard & Son local delivery: Please call customer service at 877-727-1909 or e-mail support@pcrichard.com with your name, invoice number, contact number, and details of the return to begin the process. A customer service representative will work with you to schedule a convenient day to pick up your return.

Internet Orders For all Pilot Air orders: Please call customer service at 877-727-1909 or e-mail support@pcrichard.com with your name, invoice number, contact number, and details of the return to begin the process. A customer service representative will have the Pilot Air location in your area contact you within 24 hours to set up a pick up date. If the item is being exchanged, we will coordinate the drop-off of your new item and the pickup of your return during the same visit.

No outer packaging? No worries! You do not need an outer box or bag to send your order back; all you need is the manufacturer’s box and packaging that the item originally came in.

Once your order has been returned to us, please allow up to 15 business days for your credit to show on your account.

Thank you for shopping at pcrichard.com!

1. If opened and/or used, the following merchandise is non-returnable & not sold on a trial basis:Home AppliancesAir ConditionersGeneratorsTVs - 50" & Larger iPods ® & iPads ®ComputersVideo Game Systems & GamesSmart Watches & Fitness BandsPrepaid CardsGift CardsMattresses & Box SpringsBedding AccessoriesIf any repairs are required, service will be done in accordance with the Manufacturer's warranty.

2 All other merchandise must meet the following conditions for exchange, store credit or refund:Return merchandise to store within 30 days of purchase with original sales receipt.Merchandise must be in new condition, in original carton with UPC code and all packaging, accessories & manuals.Authorized credit card refunds will be applied to credit card used for purchase.Authorized refunds of payments made by cash, check or debit card are paid by check through our controller's office. Please allow approximately 14 business days for processing. 

Alternate Business Names
P.C. Richard & Son, Long Island Corporation

Customer Review Rating plus BBB Rating Summary

P.C. Richard & Son Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/22/2016 Problems with Product/Service
7/20/2016 Problems with Product/Service
7/19/2016 Problems with Product/Service
7/19/2016 Delivery Issues
7/15/2016 Guarantee/Warranty Issues
7/14/2016 Problems with Product/Service
7/14/2016 Problems with Product/Service
7/14/2016 Problems with Product/Service
7/13/2016 Problems with Product/Service
7/11/2016 Guarantee/Warranty Issues
7/5/2016 Delivery Issues
7/2/2016 Problems with Product/Service
6/30/2016 Problems with Product/Service
6/29/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service
6/28/2016 Guarantee/Warranty Issues
6/27/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/22/2016 Problems with Product/Service
6/20/2016 Problems with Product/Service
6/16/2016 Guarantee/Warranty Issues
6/15/2016 Problems with Product/Service
6/14/2016 Problems with Product/Service
6/13/2016 Guarantee/Warranty Issues
6/13/2016 Delivery Issues
6/11/2016 Problems with Product/Service
6/10/2016 Problems with Product/Service
6/8/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a 65 inch curve flat screen tv with ultra high definition 4K,I spent$2,298.99 plus $449.00 on 5 years extended warranty which the sales clerk assured me would cover any possible damage to the tv.The tv is not a year yet and my nephew accidentally bumped into it causing an enteral crack.When I went to pc Richards they promptly said there is nothing they can do.when I purchased the tv they opened the box took a look at the screen and said its good, they didn't plug it on.The tv main screen is fine its damaged inside,they were very nasty and said I broke the tv on purpose! I'm really angry so I called their corporate office where I spoke to some named Ellen who said they should honor the receipt and she would get back to me,which she didn't.i called again got someone else who told me they give back my warranty money nothing else! So I'm stuck with a broken tv and no help.

Desired Settlement: All I want is that the store keep it promise to their customers,they convinced me with the additional warranty they would cover Every damage now they say mechancal only .They said it the product cannot be fixed they will replace it

Business Response: Tell us why here...Neither the manufacturers warranty (by the way which this customer is under at this time until 7/**/16) nor our extended warranty covers, physical damage to the screen. If the customer does not have a copy of the manufacturers warranty which came in the booklet that they received when they received their tv or our extended warranty, we will gladly send them a copy of each. They are welcome to contact Samsung direct at ###-###-#### to get a second opinion regarding the damage.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

The receipt that was given to me states warranty covers one flat panel tv,there is nothing about physical damage to the screen or anywhere else. I was assured by the sales clerk that the warranty covers EVERY possible damage.PC Richards needs to own up and stop being lying cheating thieves.Once they got your money their policies change to suit them. 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** *******




 

Business Response: Tell us why here...No warranty covers accidents. If this customer would read the manufacturers warranty that is in the owners manual that they received with the tv when they purchased it, they would see that the manufacturer does not cover cracked screens and for that matter neither does our extended warranty. At this point this customer is still under the manufacturers warranty and since the screen is obviously cracked all we can do from our end is issue them a full refund of  what they paid us for the extended warranty since it would be of no future value to this customer.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******** *******



 

6/7/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a service contract on a KitchenAid refrigerator with a 10-year service agreement on September **, 2013. When I attempted to schedule service on this refrigerator on May **, 2016 (broken gasket and open door alarm), I twice provided P C Richard with the sample acord form (requesting insurance certificates for liability and workers comp) that is required by my NYC apartment house. I have followed up on several occasions by telephone to receive the required certificates of insurance, and to re-schedule service at least four times. Despite many promises that the certificate would be sent, I have received no certificate of insurance. I am therefore unable to obtain the refrigerator repair.

Desired Settlement: P C Richard has failed to provide me with the services that I paid for when I purchased the service agreement. I therefore request a full refund of the cost of the service agreement. I will no longer use P C Richard to purchase any items. I will use an alternate vendor for all purchases and for all repair service.

Business Response: Tell us why here...According to our records this customer is scheduled for service on Monday 6/**/16. If that is not the case, I suggest that they call us at ###-###-#### and have the telephone representative get a supervisor to speak with them.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

There is no service scheduled for Monday June **. That is a fiction. I have cancelled service at least four times since requesting service on May **, because I had no insurance certificates, despite my twice sending a sample to P C Richard. The first sample insurance form was sent on May **, the second was send on Wednesday **.  I have received no answers from the call center except that the request was sent to the insurance company.  On Friday, June * I was told that I would receive the insurance certificates by 4:30 PM and it was never received.

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* *****




 

Business Response: Tell us why here...I repeat once again that there is in fact a service call scheduled for Monday June **** between the hours of 1pm and 5pm. If a COI is needed this customer should contact our appliance service manager directly a* ****************************** or call him at ###-###-####. I have no problem refunding their service contract in full at this time but before I do that they should be made aware that all future service calls will be on a COD basis.. They should give Michael their invoice number ********* so that he will be better able to assist them. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I did not schedule service for June **.  That is a fiction.  Since May ** I have called several times, and since the first day I attempted to get a COI, after having twice sent a sample acord form to PC Richard. I have had to reschedule service four times because I did not receive a COI.  I called today and was told that a manager or supervisor would call me back before 5 PM and I did not receive a  call or email.  In the past service from PC Richard was acceptable, which is why I bought a  service contract. The unresponsive service since May ** is wholly unacceptable.  

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* *****




 

5/26/2016 Guarantee/Warranty Issues
5/25/2016 Problems with Product/Service
5/24/2016 Problems with Product/Service
5/20/2016 Problems with Product/Service
5/18/2016 Problems with Product/Service
5/11/2016 Problems with Product/Service
5/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April *** the repairman came to home and checked out my washer and dryer. He said the dryer was fine but the washer needed a water pump. He said he would have to order the part and schedule another visit. This visit cost me $183.00. On April **** the repairman came to my home and replaced the pump and then told me the machine was working. Later that night I tried to wash but the washer wouldn’t stop loading water. This was the same problem the washer had before the "repair". I immediately called PC Richards back and they said they would have to schedule another visit and I would need another part. As of April ****, I hadn't heard from PC Richards so I emailed them and miraculously the part had arrived. On April ****, the repairman arrived and checked the machine again. He said I needed a different piece to repair the machine. When I emailed PC Richards on April **** to find out how much longer would it now take for this new part to arrive, I was informed its two parts needed now. As of today, I haven't heard from PC Richards about my machine. My belief is that they are trying to drag this out and charge me an astronomical amount of money.

Desired Settlement: I have been extremely patient during this process but 30 days later my machine is still not working.

Business Response: Tell us why here...Parts needed have arrived and this customer should call us at ###-###-#### to have a date set up to have them installed. Prior to doing that  they should have the telephone representative check with our appliance service manager Al Ririeni to see if there is going to be an additional COD  charge or if we are running the new call with those new parts at no cost to the customer since they already had paid for repair on the first call. Al will be able to assist them regarding this matter.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory only if my machine is fully operational after the service technician repairs my washer on Saturday, May ***. 

Sincerely,

***** *******



 


5/5/2016 Billing/Collection Issues
4/26/2016 Problems with Product/Service
4/25/2016 Advertising/Sales Issues
4/25/2016 Advertising/Sales Issues
4/23/2016 Problems with Product/Service
4/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March **, 2016 me and my wife went to PC Richard store i* ******** ** to purchase a dishwasher. We chose Bosh dishwasher for a total cost of 2024 $ . We wanted to use previously issued store credit of 846 $ . We payed the remaining amount but next day we were called by a salesperson Mo (Ayaz) that the store credit can not be used My wife ******* ***** called the salesperson and the manager about the issue. The store credit was issued to us by the same PC richard store when we had to exchange the broken unrepairable Samsung washer and dryer set that was under PC Richard warranty. We were told by a salespersom and 2 managers on 3 different occasions that we can chose any washer and dryer for exchange. And the price difference will be a store credit for us. At that time we diid not find comparable Samsung set and we decided to go with more reliable brand of Whitlpool that was 1009 difference cheaper. We were told that it is a great choice and that they will credit the price difference to us as a store credit that we can use for any other purchase anytime and that it will not expire. We went ahead and bought the Whirlpool set , add-ons, warranty but we did not use the remaining amount as we did not see anything that we need to buy. We came back to the store 3 more times during the year 2015 to use the store credit but we did not find anything that we need. Everytime the sales people and managers logged in to their computers and said that our store credit is in good standing and said not to worry and come back when we are ready to buy something. Recently outpr Miele dishwasher broke so we decided to buy a new one at PC Richard using the store credit. We were told by salesperson Mo that Miele can not use our store credit. Then we chose Bosh dishwasher and bought it. Next day we were told that store credit does not belong to us anymore as they already replaced the broken washer/dryer. But at the time of purchase of replacement Whirlpool washer/ dryer we were reassured not to worry that we are lnot loosing any money due to price difference, we were told by multiple sales people that we have store credit. I have an emailed receipt stating that I have store credit of 1009$ and another emaied receipt that the remaining store credit is 846 $ , after the warranty and delivery charges were added, although the delivery and ibstallation should have been free of charge for exchanged item under warranty as per policy. I have spoken to manager Craig and he told me that we will not get any refunds or store credits and that information given by his employees about the exsisting credit was wrong. He offered a 400 $ coupon after I said that we have a receipt with 846 $ credit, not a "0" credit but no coupon was actually set to me. My wife called the corporate office customer service and spoke to Daniel, then Kenny , then Barry who could not promice anything. Daniel said he needs names and email receipts but never provided his email address where to send them. None of those representatives were friendly,or willing to help. All of those people promissed to call back but never did. I reached their manager Rich . He said he needs to look into it and promised to call next day, but never did. We are very dissappointed that we were tricked into buying lower end appliances and not be able to get our money back or at least use it as a store credit. I have email with receipts and invoice numbers ( ***********) to prove the credit that was issued after the exchange of defective items. I hope this money will be refunded to us.

Desired Settlement: I request a refund of the amount of 846 dollars that was issued as a "store credit" due to difference in price of the exchanged non functioning items.

Business Response: Tell us why here...As per the notes from the store manager on this issue. There is no store credit due on the invoice that the exchange was done on in 2014 as per the terms of our exchange policy. However, in good faith, he offered this customer a credit of $400.00 but they refused that. The store manager states that as per a copy of a letter that he was shown by our director of customer service all our obligations were satisfied by the exchange that was done in 2014. If this customer wants to pursue their request for the amount that they think they are due further, they should contact our director of customer service directly at ******************* and ask for his assistance in this matter. They should have him refer to the invoice in question which is *********. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I was told  that I will have a store credit if I purchase the replacement items for a lesser price. I was told multiple times by multiple people that we still have a store credit and it will not expire and we can use it to purchase something else. Otherwise I would have looked to purchase the washer and dryer of the equal value. 

Furthermore, I was issued a receipt proving the remaining store credit and it became a problem only after I tried to purchase Bosh dishwasher. The store changed the response and credit availability after we actually wanted to use it. Until then we were reassured that the credit has no expiration. 

If there was no credit, the balance shoud have stated "0". 

Please, see attached receipts. 

Thank you. 

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****




 

Business Response: Tell us why here...That is exactly why this customer must contact Mr. Rick G****, our Director of Customer Service at ******************* because he is the only one that can approve what the customer is asking for.

4/7/2016 Billing/Collection Issues
4/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: About 18 months ago I purchased a Samsung top of the line dryer from PC Richards in ********* **. My phone number to look me up is **********. I also was convinced to purchase a 10 year service contract. 3 weeks ago I called for service as my dryer made a noise. They came a few days later, and diagnosed it must be the motor and ordered the part. They came a week later and installed the new motor and said it was fixed. Later that night I tried the dryer and it made a sound and the clothing remained wet after the cycle. I called again and received another appointment a few days later to diagnose it again. They are now ordering a main board, wire harness and drum rollers all with the "HOPES" it will fix the problem. I asked for a new dryer and I have not reached the amount of money in time or parts to warrant that as my dryer was $1400. However, I have gone 3 weeks with no dryer when I specifically purchased a service contract from the supplier in hopes to get speedy and accurate service if needed.

Desired Settlement: I want a brand new dryer IMMEDIATELY as I have zero confidence in their ability to fix the problem after 3 service calls. I have been troubled tremendously with 2 young kids and no dryer for almost a month.

Business Response: Tell us why here...Parts needed have been ordered and we will contact the customer as soon as they arrive so we can set up an appointment to install them . If these parts do not resolve the issue , then we will issue the customer a full credit of what they paid us for that dryer in 2014 towards the exchange or reselection of a new dryer.

3/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 11/**/2015, I purchased 55 in Samsung flat panel television, the television stayed boxed until it was mounted on the wall, I never turned on the television until I called for cable to be installed, it was installed on 3/**/2016, and that's when I noticed the television the picture on television was disoriented, I then called pc Richard & sons, they came out to take a look at the television, the repair man said that the television must've came like that from manufacturer, so I would have to bring television in to exchange, once I brought the television back, the store refused at that time to exchange the television, claiming that I dropped the television, I'm very upset because I paid $998.91, I have a 1yr parts warranty

Desired Settlement: I would like my television repaired or a refund back for the television

Business Response: Tell us why here...This tv was purchased in November of 2015 and the customer took this tv from the store themselves. We did not deliver it. It is now 4 months later and we have no way to know what happened to this tv while it was in the customers home for 4 months. Unfortunately the manufacturers warranty does not cover cracked screens nor does any extended warranty for that matter. There is nothing we can do to assist this customer based on the events regarding this matter and the service report upon inspection of the tv.

3/30/2016 Problems with Product/Service | Complaint Details Unavailable
3/28/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We called PC Richard to have our mattress inspected for a warranty issue because both sides of the mattress were caving in considerably. They set up an appointment for January. The gentleman came out and was very rude and he looked at the mattress. He said the bed frame was broken and that's why it was sagging, not true because those thin metal beams provide no support for the boxspring. Then he took some photos with a iPad, which doesn't take decent photos to begin with, I have the same iPad I don't use it for taking photos especially not when the light isn't turned on in the room and the blinds aren't open, of course you are going to get shadows on the mattress. He even stated while he was moving everything around that he does service appointments for TVs and not mattresses so why he was even sent was beyond me. He then left and sat in our driveway for an hour doing whatever it was that he was doing. Over a month went by and we were told we would hear something in two weeks. We heard nothing so we reached out to PC Richard, talked to a few people that were going to call us back because they couldn't access the photos. Never received a call back. Called back again and asked to speak with a supervisor and we talked to Diamond W******* ****************************** and she stated that they NEVER even submitted the claim which was NOT relayed to us and that there was a stain. There were/are no stains on the mattress and I sent her photos via email to prove that. She said she was submitting the claim on February ****. I have sent her two emails with no response from her or PC Richard again.

Desired Settlement: We would like the mattress replaced or a full refund for the mattress so we can purchase a new mattress. A mattress should not sag that badly after a few months.

Business Response: Tell us why here...Will forward this complaint to Diamond W******* and make sue that she follows up and contacts this customer as she is the supervisor in charge of all bedding issues.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

She is not following up, no one is which is the problem.  I have sent her 3 emails to her with no response.  The last email was sent March *** with no response from her.  Just like when the claim was never submitted and no one followed up with us to let us know they weren't going to submit it.  This company and their lack of customer service is a joke.  You just can't not respond to customers and not submit claims without letting them know.  She said our claim was submitted on February **** and this was her response "I got the email will send over and give you a call I’m here until 7"

She never called and I have sent multiple emails to her with no response.  At this point I feel like I should have bought our mattress elsewhere.  The mattress sucks, it sags like crazy and it has been turned every bedding change which is weekly.  I have had cheap mattresses hold up better than this.  

Your company is dropping the ball on customer service plain and simple.  When emails and phone calls go unreturned that is a problem on the company's part, not the customers.  Take the mattress back and give us our money back.  You aren't willing to solve the problem apparently, you just say we will forward it since she is in charge.  If she won't respond when I email and call her repeatedly, saying you will pass this along is NOT SOLVING ANYTHING.  It's just a generic response to a problem you don't want to deal with.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

Business Response: Tell us why here...Please call Diamond W******* at ###-###-#### today as she has been trying to contact you. She has notes on your invoice  from today that as soon as you call ###-###-#### the telephone representative will transfer your call to her. You can discuss all the issues with her at that time.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I've already spoken to Diamond however I don't want to close this complaint until I actually get to the store and receive my mattress.   

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

3/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: watchung store # ** nj..p c Richard deliver my refrigerator with out ice maker.i fail to check the frezer when dropped on my home address.but a day later i found out,i went to store and spoke with sales person which was so nasty to me.he stated that he put the model # and that what i got..talked to the manager he said that we deliver whats in your receipt tried to explain that i ask for this ref beasd of my visual inspection and it has ice maker for it.he said no ice maker is optional..i said the sells person did not tell me that the ice maker is optional..he said if you ask he will tell you..i feel they fool me with this product even though i bought stove and dishwasher from them at the same time i bought my ref...i have several problem .started with the delivery.the day before devilry i called the make sure they will deliver .i called around 7pm on Friday the ****.the person that answer told me the you delivey will be tomorrow bet 9-2pm.and will be tow truck to deliver..on sat **** got call @7:30am saying the truck will be there in 30min.7:45am the truck was front on my house.and they deliver the stove ..around 2pm the 2nd truck came ..my ref was kinda small.29w 32d-65h..but the guy told me this wont fit easey.they made me remove the modding around the door fram..they ask me to sweep in the place where they will put the ref....regarding the dishwasher it has a dent and they took it back.and i have to go through what io went through with delivery....but at this point i will cancel the order of dishwasher till they resolve the problem with the ref that came without ice maker or they give me credit for it.if they dont want to resolve it i would like to teturn there stuff and i will do my business some where else thanks for you hepl

Business Response: Tell us why here...This customer should contact the District Manager for the store where their purchase was made at *************************** because there is no optional ice maker model ECKMFEZ2 listed on their invoice and the model refrigerator that they ordered WRT549SZDM does not come with a built in icemaker.  That optional ice maker retails for an additional $100.00.

3/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dec. **, 2012 I purchase a Samsung Refrigerator model # RF217ACRS. I had to call PC Richard 5x time to come to my home including today March **, 2016 because the refrigerator is leaking water in side of the veggie draw. The first 4x time that PC Richard came out they change the back panel in side of the refrigerator the claim was that it was not defrosting correctly and the water was freezing causing the water to back up and come in side of the veggie draw. The fix was obvious only temporary because its started leaking again and again. Today being the fifth time the service person had spoke with a technician who wanted him to again replace the panel, the service person tried to explain to him that this was a on going issues but the technician still wanted him to change it and I said no. when I called about this problem and given the last time that they came out which was just last August I was told that it could be replace given that I had call for the same exact problem and they could pull it and see that it is recurring. It seem to me that they want to continue to give me a temporary fix and run the time frame of my warranty out. Its wrong because 5x time come on how many more time is needed before you see that you need to replace the refrigerator and what I want now is a new refrigerator. I spend a good amount of money and beside this issues everything else is fine but the cleaning of this water every day is unacceptable.

Desired Settlement: A replacement of the same style, type stainless steel but maybe not make by Samsung. Thanking you in advance for your cooperation. Sin: ******* *****ns

Business Response: Tell us why here...This customer should call us att ###-###-#### and have the telephone representative get a supervisor to speak with her. Have them refer to invoice ********* and based on what we have already spent in repairs the supervisor may authorize an exchange. They will check with the last tech that was there to see if he received a case number from tech line as well. If an exchange is authorized, the remainder of the customers extended warranty will be satisfied by that exchange.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* *******.                      I agree to call PCRichard with the hope that a exchange is what we both agree upon which would satisfy my complaint given the multiple time they had been to my home.                  

****** ******* 3/** / 2016


3/25/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a ******* Flat panel television model#UN65JS8500 on 2/**/16 from this establishment. We had to reschedule a delivery and confirmed for a new delivery on Sat., 3/*/16 between the hours of 7-1pm. My husband took the day off from work. I had to call to inquire about my delivery when the receptionist stated "there was no delivery scheduled." I asked to speak to the manager. He did not show any concern towards my inquiry and stated, "so what do you want to do, cancel". He promised to call as soon as he has a delivery available. As of today, no call. This is so unprofessional from such a known establishment. My husband called today because we were surprised no one has not reached out to us. To our surprise, our salesperson informed us that they do not have this television in stock any longer. This is unreal. When were they planning on reaching out to us to inform us? I am filing a complaint and hope this does not happen to anyone. I am hoping they can make some type of accommodations when we go to the store to dispute this. I am trying to be professional but do not want to be treated as a nonpaying customer.

Desired Settlement: The business has a responsibility to contact the customer and deliver the good and services when promised.

Business Response: Tell us why here...We suggest that this customer contact the store manager at the store where the purchase was made because the model that they ordered is not in stock and may no longer be available from *******. So, this customer can either reselect a different model or cancel this sale with the store manager or have the store manager suugest a model with similar features to the one that they ordered. If they do not feel comfortable dealing with the store manager due to the prior experience, then they should contact the District Manager of that store at ***************************** and ask for his assistance.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

*** **************



 

3/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: October **/2015 Bought from PC Richard&Son a flat panel Tv with I bought 2 years store warranty Thinking because I have kids I got myself covered but what happened is this a problem occurred some lines on the screen so I took back them after a week or less I received a call that my Tv back I went pick up without being told your tv is not fixed when I got home I checked the receipt they gave which says your screen is broken and its uneconomical to repair Today I went back and met the manage and in cold blood he told me manufacturer's warranty doesn't cover breakage I said listen to yourself you're not Samsung that why I bought your store warranty I talked to Samsung I know what they cover are selling the manufacturer warranty again he said the best he can do give me my warranty money back because Iam better off buying a new Tv I told to keep and left never again P C Richard.

Desired Settlement: Repaired or replaced

Business Response: Tell us why here...Unfortunately, that is correct. Cracked or broken screens are not covered under any warranty. The only thing that we can do for the customer would be to refund the extended warranty that they purchased from us because all that does is extend the manufacturers warranty which at this time is voided by physical or inpact damage to the screen.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 Why I had to buy their warranty in the first place if it's not better than the manufacturing company warranty and why are they

  refunding my warranty money if they think I have nothing to complain about thank you so much BBB

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response: Tell us why here...We are refunding the extended warranty they purchased from us because it does not cover the customers issue and therefore is useless for them to keep it.

Consumer Response: 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 and the matter has been resolved. Do I have any choice 

Sincerely,

****** *****



 

3/21/2016 Problems with Product/Service
3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Samsung Refrigerator stopped working 6 weeks ago and these people won't send anybody to repair it. Even though I purchased an extended warranty for 10 years. 3 weeks ago a technician came over to try to fix it, removed the back cover and said that he needed a special tool to do the work. This technician instructed me to call the main office to schedule an appointment. After this, I scheduled 3 appointments which they never attended to, not even a phone call to let me know that they won't come. I waited for these guys for 3 entire days, from 9 am to 6 pm. Every time I called this number ###-###-#### to ask them if they coming or not, they would say that they were on their way here. They never came. On Monday 02/**/16 I called them back and requested to speak with a supervisor and a male person named Joe said there was no need for that. I begged him to send somebody to repair my fridge. I even told them that I had 2 kids. After failing to show up for 3 times, somebody finally came in yesterday and worked for 15 minutes on the fridge. According to this technician the fridge was repaired, so, I went to the supermarket and bought $350 worth of food. Today, my fridge is leaking water all over my wood floor and blowing hot air. I called ###-###-#### to let them know about my problem and I was told that they are going to see if they can send somebody tomorrow.. Is this fear..?

Desired Settlement: If these people are going to take another 7 weeks to try to repair this appliance or are not going to repair it at all. I'm requesting a new one or my money back.

Business Response: Tell us why here...Customer is scheduled for service today 3/*/16 after 1pm and based on the technicians report one of our supervisors will make a decision as to how to proceed with this issue. If a decision is made to exchange this refrigerator, we will give the customer full credit of what they paid us for that refrigerator in 2012 ($1487.19) and the remainder of their 10 year warranty will be satisfied by the exchange. If the customer then purchases a new refrigerator which is more that the credit that we have issued them, they will be required to pay the difference in cost between the credit and the new purchase price. Otherwise, we can continue to service this refrigerator at no cost to the customer under the terms of their extended warranty with us.   

3/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought top of line kitchen package that included Refrigerator, stove , dish washer and microwave When installed damaged the whole doorway Then dishwasher flooded all over kitchen Received second dishwasher and it flooded all over kitchen The pipe they tapped into for water for fridge leaked and caused flood in basement Repair men came out several times to fix and made matters worse , stove leaks has so I don't use it and stainless steel fridge is dented from them pushing it through doorway I have called Coperate office with no resolution I've called store manager that has made promises of money back , and to send proper people to fix problems . Well that never happened Did not even get my rebate They district manager did have a refrigerator door and shelves sent to my home . Found on pitch one day How am I supposed to disconnect water ice maker etc and put on new door I told them I wanted all merchandise out of my house and I was told they don't work that way . I did get my bank involved and this has been a nightmare PC Richards cooperate office is run by kids and don't take matters serious Due to all of this I also had to buy a new rug for basement living area due to flooding and have to hire someone to repair doorway and a professional plumber PLEASE HELP

Desired Settlement: Just want my money back which is $4,850 and not contacted by anyone from PC Richards to make promises they don't keep

Business Response: Tell us why here...According to the notes on our system this customer spoke with Ms. Joanne C**** (the executive assistant to Gregg R******) on 2/** who inturn spoke with Anthony L****** who is the District Manager of the store where the purchase was made and they agreed that if this is what the customer wanted that we would pick up all of the merchandise and issue this customer a full refund. As per the notes on the system, the customer hung up on Ms. C****  at that time and we have not heard from this customer since . We suggest that the customer contact Ms. C**** at ###-###-#### or e mail her at **************************  so that we can resolve this complaint.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The merchant responded untrue fully . I was told by district manager in a text and phone call that the business WILL NOT pick up merchandise . When I spoke to a person by the name of Joanne I was not offered that as well. I still have a dishwasher that was replaced twice already and still flooding So it's not used and still floods I will not accept a third one they ordered . Every time I called the store and spoke with manager Imran he stated he would send out techs to fix problems , when they arrived it was the wrong department sent and stated they could not fix it that a different department had to be called . With the stove Snelling like gas that problem was never addressed and pipes that have been tapped into by PC Richards for water have been broken and caused major flood basement . The doorway to my kitchen is terribly damaged , needs new frame molding and paint. I was also promised rebates and credits due to issue and NEVER received any of those things . I have called claims with PC Richards and they've done nothing . This company has left me with thousands of dollars worth of damage plumbers and carpet 

I want my money back and not deal with them I have all dates and people I spoke with ever since first delivery and nobody wants to help only put blame on someone else This company has lied to me from salesperson to manager to district manager to there so called Coperate office MY HOUSE IS A MESS DUE TO INCAPABLE unprofessional people who sell install etc 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response: Tell us why here...We have told this customer on several occassions that if  she will contact Anthony L****** at ###-###-####  or ***************************** that he will make all the arrangements to have all the merchandise picked up from her home and every penny that she paid us refunded back to the credit card that she used to make the purchase. Her bank has contacted Joanne and Joanne has told that to the bank. So, either the customer contacts Anthony to have all of this done or nothing will happen. To constantly state the same rejections makes no sense because all we want to do at this time is to pick everything up and refund her money.    

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The above response is a lie. So I don't repeat the same thing , I want the money for repairs for damage they caused to house . I don't trust this merchant PC Richards as I said before I was promised money/credit back to cars used due to all the inconvenience caused NEVER got it , also promised money in mail due to rebates NEVER got it! And again anthony stated in a text and phone call PC RICHARDS will not pick up merchandise . So with that being said credit my card money promised . Make a check payable for ALL damages caused by delivery and installers credit my card FIRST for merchandise then if you still stand by this lie of picking it up your more then welcome . PC Richards owes me so much money as promised again due to inconvenience several times and damage to home several times . Never received a penny . I want my refund due to damaged merchandise . I've been tossed around by to many people in this company to trust your word . I want ALL MONEY OWED  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

3/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March *, 2013 I purchased a GE Café Series refrigerator, oven, dishwasher and microwave (invoice #***********). I also purchased extended warranties. This is the second time I am having issues with the refrigerator and oven. The issue with the oven is that the burners can not be regulated. The technician stated that as long as the burners ignite they do not need to be regulated. He stated that it was a design flaw that can not be corrected. Also the technician stated that they would have to order parts in order to repair the refrigerator and that the refrigerator would not be able to be repaired until Monday, March **,2016, which is 6 days away. At this time I called customer service at ###-###-#### and asked them what provisions they provide as far as not having a refrigerator for the next 6 days. They stated that store at which the appliances were purchased would provide a loaner refrigerator and that I should contact them, which I did. I called the place of purchase, PC Richard store # **, and spoke to a lady by the name of "Jamella". After consulting with her manager, no name provided, she stated that store policy was for me to go to the store and purchase another refrigerator. I would have to take that refrigerator home myself and once the repair was made return the refrigerator myself and get a credit. I would like to know if this is in fact store policy and if this is how these matters are handled. I would also like for either both the refrigerator and oven be replaced or a complete refund. I would also like compensation for the food that was spoiled .

Desired Settlement: Replacement of the GE Café Series refrigerator and stove. A free loaner refrigerator delivered and compensation for the spoiled food.

Business Response: Tell us why here...The loaner policy is in fact the way loaner situations are handled. A loaner is only meant to be a small dorm size unit just to keep certain products while  a customersrefrigerator is out of service. Both service calls were performed by G.E. technicians and unless they deem these products unrepairable or uneconomical to repair and exchange would not be an option as the extended warranty is not for refunds or exchanges  but only for free service under those stipulations. There also is no stipulation in our extended warranty for any food loss.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 The issues were NOT addressed. I was left without a refrigerator for over 6 days. The technician did not provide any information as to what PC Richard's policy was. When I called customer service I was told to contact the PC Richard where the refrigerator was purchased, which I did ( Store # ** located on ******** ****** in Staten Island). I then spoke to "Pamela" who, after conferring with the manager, stated that I would have to go there and purchase a refrigerator, take it home myself, then once my refrigerator was fixed, I would have to return the refrigerator. This seemed odd to me. However they did not address it so I would imagine that is the policy.

Also, the issue with the GE Cafe Series stove was not addressed. The burners CAN NOT be regulated. They either go from high to low. The technician stated that this is a design flaw. The stove should either be replaced or a refund issued.

Third issue is the GE Cafe series refrigerator. It seems that all of the major components need to be replaced. I am not comfortable with that. I believe that a replacement would be more suitable.

I would appreciate a separate response for each issue. 

 

 

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

Business Response: Tell us why here...Each of those issues must be addressed by a G.E. service technician as they are the  only authorized servicer for those products and if they deem those products unrepairable or uneconomical to repair then they will issue a manufacturers return authorization so that those products can be replaced.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The issues were NOT addressed. The first issue was the fact that me and entire family were left without a refrigerator for over 6 days. When I called PC Richard's Store #**, located on ******** ****** in Staten Island) I was told by "Pamela" that I would have to go to PC Richard's and purchase a refrigerator, bring it home myself, and once my refrigerator was repaired, I would have to bring back to the refrigerator and get a store credit. I guess that is the policy since the issue was NOT addressed.

The second issue was that the GE Café Series stove. The burners CAN NOT be regulated. The technician stated that it is a design flaw and CAN NOT be corrected. I would either like a complete refund or a replacement.

The third issue is the Café Series refrigerator. The refrigerator needs all of its major components replaced. I am not comfortable with this. I would like it either replaced or a complete refund.            

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

3/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an extended warantee on a whirlpool washing machine that will expire within a year. PC Richards has taken over 5 weeks to complete this repair and I am concerned that my warantee will expire before this repair is completed. They have cancelled appointments, ordered incorrect parts and sent repairmen who did not install the ordered parts. I sent a formal complaint to the corporate office which was not acknowledged. They refuse to discuss the problem with me by phone. The original complaint about the appliance was given on 2/*/16 with the error code to order the correct part. I am writing this on 3/*/16 and the appointment was canceled and the machine is still broken. ********* *****

Desired Settlement: I want the machine repaired and I want a review of the business practices of PC RICHARDS SERVICE DEPARTMENT

Business Response: Tell us why here...Customers extended warranty with us is good until April of 2017. Customer is scheduled for service on the washer in question, tomorrow 3/*/16 and their are notes on this customers invoice from one of our supervisors (Cara) that if the washer is not repaired tomorrow that we will issue the customer a credit of what they paid us for that washer in 2012 to reselect a new washer. If that repair fails tomorrow, the customer should call us at ###-###-#### and ask to speak with Cara and she will issue the credit. 

Consumer Response:

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 and the matter has been resolved.

Sincerely,

********* *****

  Thank you to Cara and Andrew for helping me and providing a very satisfactory response by replacing my washer and dryer. 

********* *****


3/11/2016 Problems with Product/Service | Complaint Details Unavailable
3/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a samsung refridgerator and it was dented during delivery. Delivery service informed me that someone would call me. No one called. I called customer care 2x and never received any resolution. The store offered me $100 credit, but I refused. I do not want money, I want the dents repaired or the item replaced as the side is the one that I, and visitors, can see. In addition, I purchased a 10 year warranty for almost $290 and I'm being told that can't even help. So what was the purpose of buying your warranty? My invoice number is: ***********

Desired Settlement: see above

Business Response: Tell us why here...If the refrigerator was delivered damaged the only 2 choices are to accept a damage allowance or to have the store exchange the refrigerator in question for a new one because dents on a refrigerator are not able to be repaired. We suggest that the customer contact the store manager at the store where his purchase was made and either have him offer a reqsonable damage allowance or exhange the refrigerator in question.r

2/26/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern I purchased a Jen. Air stove from pc Richard .i really like the stove. I had a problem where the oven was turning on by itself . The tech came to the house and said it needs a new board . PC change it free of charge because I did buy a 10 year warranty 6 months later it started doing it again. The way I new it was on house was very hot now when I leave my home I un plug I contacted PC again they recommend change board I do not feel safe with this stove and not going to put my family at risk they refuse to work with me to exchange for equal value or less

Desired Settlement: I am looking to exchange for same value that why I purchase warrenty for this product I paid 1300 for stove and they are spending 500 in parts this is the second time they are changing same part I don't feel safe just want product exchange for equal value

Business Response: Tell us why here...It does not look like any parts were ever changed before on this range in order to correct that problem. Parts needed are now in and customer should call us at ###-###-#### to set up an appointment to have them installed. If thise parts do not resolve the issue then we can issue the customer a credit of what they paid us to reselect a different make and model. If the customer ten chooses a make and model that is more expensive than the credit issued then they will be responsible to pay the difference in cost. In addition, the remainder of their extended warranty would be satisfied at that time once the exchange is made.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

To Whom It May Concern:

PC Richard and Son should review their records.  The part was changed before, and I have the old part in my garage. I am more than willing to send you pictures of the part. Furthermore, the most recent repair person told me that he found records stating that the part was changed before. I am getting the same response as before from this company, and I am very concerned about the safety of my family.  I am stuck with a product that is not safe. My wife and I have to unplug the stove when not in use. I have made numerous attempts to contact PC to resolve this problem at their *** number, but PC refuses to exchange the product even if it is of a lesser value/quality. They would rather risk the safety of me and my family.

Cordially,

****** *****   

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response: Tell us why here...Under the terms of our extended warranty with this customer, we can repair the range in question at no cost to them  but if they do not feel safe with this product then we can issue them a credit of what they paid for the range in question which was $1300.00 and satisfy the remainder of their extended warranty and the customer can then go to any one of our showrooms to reselect. If that is what they want to do, bear in mind that the range that they purchased was a floor sample priced at $1300.00 and to replace that model with a new comparable model would be  about $2700.00 which would cost the customer $1400.00 out of pocket. Otherwise, as stated previously, the parts needed to complete the repair of the range they currently have are in stock and can be installed when the customer calls us at ###-###-#### to do so. If they still want the credit to reselect they can still call that number and have a supervisor look at the comments on their invoice ********** and he or she will be able to process the necessary paperwork to get that credit issued.

Consumer Response: 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 and the matter has been resolved.
To  Whom It May Concern:
 I feel safer taking the store credit and choosing a new stove. I do not have a problem paying the diffrence for the new stove. I will contact customer service today to make the arrangement. 
Sincerely,

****** *****



 

2/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had 11 repairs on our Frigidaire Refrigerator. They have replaced parts and this frig will still not work. In the process they dented door and say it s not under warranty repair. 11 days off work to get a 4 week old refrigerator to work and its still not working correctly. At this point we are shutting unit down and going to purchase something to get us through this time.

Desired Settlement: Since we purchased other matching appliances we would like an exchange.

Business Response: Tell us why here...Customer can contact the store where their purchase was made and they will be able to process the exchange for a new refrigerator as we have issued a return authorization for the refrigerator in question.

2/25/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: PC Richard delivery company damaged my home and will not provide insurance information

Desired Settlement: This business said they deliver the merchandise I ordered. Apparently they hired a third party company that came in a truck that said pc orchard. Delivery company caused approx. $1,100. in damage to my brand new walls and wood floor. PC Richard will not supply me with a copy of their and or the delivery companies liability insurance policy so I may file a claim. NJ law requires them to provide a copy of the insurance policy upon request so I can make sure they are insured.

Business Response: Tell us why here...That information was not requested by the customer at the time of delivery. However, the customer has spoke with our claims manager today and has been assured that he will be presented with a certifcate of insurance and hold harmless agreement. The owner of the third party company is scheduled to inspect the damages claimed tomorrow 2/** and at that time he will present the customer with the documentation that they have requested. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

PC Richard has not provided any proof of insurance as claims manager promised.  I hired PC Richard and they sent some no name delivery company who damaged my home.  PC Richard is sending a delivery company employee to be a claims adjuster. PC Richard should step in since they are liable for the damages.  PC Richard charged me a delivery fee and represented they were delivering the dryer and stove.  This is consumer fraud I was tricked by PC Richard.  I expected professional delivery service and not an **** driver.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** ******




 

Business Response: Tell us why here...At this time we have no idea what this customer wants. He has notified us that his contractor is going to repair the damages done for $490.00 and we have already credited back $200.00 to the credit card that he used for the purchase and will be sending him a check for $290.00 to close out this damage claim. As far as his issue with the liablitiy insurance is concerned he was show proof of that by the delivery people that went to his home today and is also being sent a copy via e mail from Jenny. There is nothing further to discuss regarding this matter. It is commonplace for us as well as other companies to use professional delivery companies or independant installers or contractors  to do deliveries and or installations for deliver products for them. All the companies that we use are bonded and carry their own liability insurance. 

Consumer Response:

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 and the matter has been resolved.

 

I HAVE ACCEPTED THE SETTLEMENT OFFER WITH PC RICHARD AND THE THIRD PARTY DELIVERY COMPANY.  I WAS CREDITED $200. FROM PC RICHARD AND WAS PROMISED $290. FROM THE THIRD PARTY DELIVERY COMPANY.

 

BBB Please close this complaint.   I only rejected the fact that PC Richard acted like this was no big deal that they caused physical damage at my home.  I did not reject the settlement I negotiated. So the I have no idea what the customer wants verbage is unwarranted.  Who ever is sending these responses is trying to be offensive when they should attempt to settle a dispute.


Sincerely,

****** ******


*** **** ******* ****** *****

 


2/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Frigidaire electric stove that has a problem with the grease dripping between the glass. Fridgedaire will not recognize this as a problem and Pc Richards will not allow me to select another stove without Fridgidaires approval. They did say they would order new glass but I don't think it will solve the problem as it is definitely a design flaw and will happen again . The model # is *********** Serial # is **********. I have purchased many products from PC Richards and feel my complaint is valid . Also Fridgidaire needs to acknowledge the problem with this models stove.

Desired Settlement: I would like to select another stove from pc Richards that doesn't have this problem

Business Response: Tell us why here...Once the new glass and new seal is replaced that issue should be resolved. If it in fact does not resolve that issue, then we will gibve the customer credit to exchange or reselect.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

********* ******



 

2/24/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a viking range back in November. Door does not close. They have sent 3 service men but not one could obtain the necessary parts to fix. They need a door hinge. The oven light remains on 24/7 and the heat escapes. Also came without one of the stove handles but we went to the store and were able to obtain one. They told us they mailed us a new one and we have still not received this piece.

Desired Settlement: I would like a replacement oven. We not only purchased a $5,000 oven but also paid for a warranty.

Business Response: Tell us why here...This customer is under the manufacturers warranty and has spoken to Joe G***** at the store where their purchase was made. He has contacted Viking in an attempt to get a manufacturers return authorization which is necessary before any replacement can be made. We suggest that they contact Joe G***** at that store and see if he has received a reply from Viking regarding this issue.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Does he not think I have contacted the salesmen and also the manager, Steve, to no avail.  Spoke to Steve on Friday and Wednesday, didn't call back Friday and he said he would call today and he has not.

Told me they overnighted a handle about 2 weeks ago and lo and behold it never arrived.  This is a lemon of a oven, please replace under the lemon law.  The oven light will soon go out also as the door has not closed and the light has been on 24 hours a day for about 3 months.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ********



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Mr. W*** has not responded at all to my last email.  Wouldn't it be easier for you to contact him instead of me being in the go between?  I have sent him a new email.  Also my husband tried the store manager again today and he was not in.  Who is this Vince C******* and why is he the only one who can help? Who is over him?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** ********




 

Business Response: Tell us why here...We will give this customers information again to Mike Ward and have him respond to the customer. Vince C******* is a supervisor at Viking and since the customer is under the manufacturers warranty at this time it is up to him to authorize a return authorization so that we can pass that along to the customer and once the old unit is picked up from the customer we can then send it back to Viking for a dealer credit. Without that authorization we would have to scrap that product. If Viking is not able to replace the parts needed or resolve this customers issue then it is up to them to issue an authorization to retrn that product to them since the customer is under their manufacturers warranty at this time. Perhaps this customer should contact Viking directly at ###-###-#### and see what progress they have made with Vince C******* regarding getting getting this issued resolved.   

2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February *, 2016, I ordered a Samsung dryer. It failed to work Saturday, February *, 2016. I contacted PC Richard & Son customer service. A technician was dispatched on February *. Technician determined relay issue from bad circuit board. Technician ordered replacement circuit board. Technician was scheduled to replace part on Tuesday, February **. Technician cancelled due to weather. The weather is mild with temperature in the 50s. I have been left with a defective appliance and have experienced extremely poor customer service. There has been no intention to assist or resolve this significant issue. I refuse to pay for defective appliance. Confidence is lost, reliability is shattered, reputation tarnished. I will not pay for appliance that does not work and servicing new appliances indicate poor future reliability of product. Therefore, it is my intent to have PC Richard & Son remove defective appliances and reverse charges. Manager at PC Richard & Son refused to resolve complaint by acquiescing request to remove appliances from premises and reverse charges. As a result of my extremely negative experience with PC Richard & Son and management's lack of cooperation to resolve matter I have no recourse but to proceed with filing complaint with BBB and exercise my right under the law as a consumer to refuse to pay for defective appliances purchased from an unreliable retailer, in this case, PC Richard & Son whose products are defective and do not function and are not reliable. Manager at PC Richard & Son had been made of aware of dissatisfaction over product and service by direct call. Consequently, PC Richard support had been made aware of my decision not to pay for defective appliance and to remove them from premises by email. No response from email. Email was ignored. In addition, technicians scheduled cancelled due to weather conditions, which are in 50s, drizzle and no winds. Buying from PC Richard & Son has become a nightmare buying an appliance that does not work. Manager at PC Richard & Son had been made aware of my decision not to pay for defective appliances and to reverse charges and remove defective appliances from premises by direct call. Manager refused to acquiesce request to resolve complaint. Therefore, I have no recourse but to file formal complaint with BBB because PC Richard & Son’s poor customer service and unreliable appliances. Manager was uncooperative.

Desired Settlement: Immediate removal of dryer from premises and reverse charge

Business Response: Tell us why here...Service call was cancelled today due to weather conditions and has been rescheduled for 2/**/16. If the problem is not resolved at that time we will get a return authorization from the manufacturer and exchange the product for a new one. If the customer is looking for a refund they will have to contact the store manager at the store where their purchase was made.  

2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December *, 2015, I ordered Whirlpool refrigerator. On February **, 2016, it stopped working. Consulted manual. No information regarding fixing issue provided. Contacted PC Richard & Son. Technician scheduled for February **. Technician cancelled due to weather. Weather is mild in the 50s. As a result of refrigerator not working, all the food has spoiled. The appliance failed to work as anticipated. Customer service at PC Richard & Son has been very poor with absolutely no determination to resolve matter by simply removing appliance and refunding our money for a defective product that does not function along with unreliable customer service that resulted in cancellation of service that was scheduled. Confidence is lost, reliability is shattered, reputation tarnished. I will not pay for an appliance that does not work and servicing new appliances indicate poor future reliability of product. PC Richard & Son's poor record of product reliability does not yield confidence to continue business with this particular retailer. Therefore, it is my intent to have PC Richard & Son remove defective appliances and reverse charges. Manager at PC Richard & Son refused to resolve complaint by acquiescing request to remove appliances from premises and reverse charges. Therefore, I have no recourse but to proceed with filing complaint with BBB and exercise my right under the law as a consumer to refuse to pay for a defective appliance purchased from PC Richard & Son which does not function and are not reliable. Manager at PC Richard & Son had been made of aware of dissatisfaction over product and service by direct call. Consequently, PC Richard support had been made aware of my decision not to pay for defective appliance and to remove them from premises by email. No response from email. Email was ignored. In addition, technicians scheduled cancelled due to weather conditions, which are in 50s, drizzle and no winds. Buying from PC Richard & Son has become a nightmare. Manager at PC Richard & Son had been made aware of my decision not to pay for defective appliances and to reverse charges and remove defective appliances from premises by direct call. Manager refused to acquiesce request to resolve complaint. Therefore, I have no recourse but to file formal complaint with BBB because PC Richard & Son’s poor customer service and unreliable appliances. Manager was uncooperative.

Desired Settlement: Immediate removal of Whirlpool Refrigerator and refund or reverse charges

Business Response: Tell us why here...Customer is under the manufacturers warranty and the service call has been rescheduled to 2/**/16 because of the weather conditions today.  If the issue is not resolved at that time we will appeal to the manufacturer on the customers behalf for an exchange of this product. Any other issues must be resolved with our Internet Sales manager since this was an Internet Sale. He can be reached at ******************************   

2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, We have purchased pillow top mattress and two washers on around mid August 2015 and get delivered to my address * ******** *** *********** ** through them. At, the time of they had sale, we have selected pillow top mattress, but they said mattress they will delivered from their ware house. Once they delivered it, and after few hours we found big water , dark spot on mattress also discovered that , on one side it doesn't have firmness(it's elasticity) then other side. we have immediately called them and explain also send them (PCR) pictures about it & asking exchange it or money back. But till day they were not doing it or delay matters saying, goods is on sale we can not give money back, also saying that we (PRC) not getting same type of mattress again. Also threatened us you have to buy new one with paying differences in current market. I am frustrated and that mattress still in our house taking up space on wall from more then 5-6 months. This also cost us arguing time within family as well as with them.

Desired Settlement: Either get exchange of similar type of mattress without paying any extra cost, or take money back with cost of disposal of mattress. Hope they (PCR) resolve ASAP. Thanks ***** ***** ###-###-#### (mobile) ###-###-#### (******* ****** )

Business Response: Tell us why here...Unable to find any such sale under this customers name, address and phone numbers given for August 2015. Suggest that this customer contact our bedding supervisor at ****************************** or call her at ###-###-#### and give her the invoice number for this sale so that she can assist them in this matter if that is possible .

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

Hello,
Please find attached receipt which was part of original receipt ( which has recent exchange to washer but not Mattress )
let me know if it's helps to locate Order ?

Originally bad product ( the mattress ) was delivered to my address

* ******** ******* *********** ** * *****

If it's still unable to locate it then search with all these my numbers (***************************************************)

Thanks
Mihir
************

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: Tell us why here...Not able to find any mattress order with any information that has been sent. Please call us at ###-###-#### and have a telephone representative try to find this for you  or have them transfer your call to Diamond as she is the supervisor in charge of complaints regarding bedding issues.

2/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 10 year extended warranty replacement gimmick. Manager told me if unit breaks within 6 months unit would be replaced. My unit broke down and the motor was smoking. I was told by the consumer product safety commission too unplug and to do not plug back in for risk of fire. PC RIchard sent employee to see unit and he smelled the burned unit. I advised what CPSC stated and he said ok and left. Unit does not work and PC Richard will not replace unit, even if I offered to buy more expensive unit.

Desired Settlement: I would like a refund of the washer and the warranty and or replacement.

Business Response: Tell us why here...This customer has been issued a full credit of what they paid us for the washer in question on invoice ********* so that they can contact the store manager at the store where their original purchase was made so that he can do the necessary paperwork to exchange that washer. Customer should give the manager the original invoice number which is *********. This credit was issued by one of our supervisors Andrea Alves, so if the customer has any questions regarding the credit they can call us at ###-###-#### and ask to speak with her.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** *****



 

2/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, We have purchased pillow top mattress and two washers on around mid August 2015 and get delivered to my address * ******** *** *********** ** through them. At, the time of they had sale, we have selected pillow top mattress, but they said mattress they will delivered from their ware house. Once they delivered it, and after few hours we found big water , dark spot on mattress also discovered that , on one side it doesn't have firmness(it's elasticity) then other side. we have immediately called them and explain also send them (PCR) pictures about it & asking exchange it or money back. But till day they were not doing it or delay matters saying, goods is on sale we can not give money back, also saying that we (PRC) not getting same type of mattress again. Also threatened us you have to buy new one with paying differences in current market. I am frustrated and that mattress still in our house taking up space on wall from more then 5-6 months. This also cost us arguing time within family as well as with them. Please search our order by following address & phone numbers *** ******** **** ************* * ******** ******* ************* ###-###-#### ###-###-#### ###-###-#### ###-###-####

Desired Settlement: Either get exchange of similar type of mattress without paying any extra cost, or take money back with cost of disposal of mattress. Hope they (PCR) resolve ASAP. Thanks ***** patel ###-###-#### (mobile) ###-###-#### (******* ****** )

Business Response: Tell us why here...Do not know what if anything can be done about this at this late date but this customer should contact our bedding supervisor at ****************************** or call her at ###-###-#### to see what if anything can be done.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

It's not about late, i have made exchange request within 7 days of delivery, have got response from customer service dept saying "**** ** **** **** ******* **** ** ****** ** **** **** ***.

***** *** **** *** *** *** **** ** ******* ***** ****** ***** ******** ** ********* * **** ******** **** ** **** ******* ** ***** ****** ** **** *** ***** *** ******** **** ****** ****** ******* **** ***** ****** *** * **** ***** ** ****** ** ***** ** **** ******** * *** **** ****** **** *** * ***** ** ****** *** *** **** ********.

 

Thanks

*****

###-###-####

###-###-####

To search order use my old phone ( ###-###-####,###-###-####,###-###-#### )

******** ******* * * ******** ******* *********** ** ******

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***** ** ******* *****



 

Business Response: Tell us why here...As previously stated this customer has to contact our bedding supervisor in order to try to resolve their issue. She is the only person that can make a decision regarding bedding issues. ****************************** or call her at ###-###-####.

2/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Samsung Washing machine from PC Richards about 9 months ago and for the last 3 months it has been either not working or malfunctioning. A PC Richard service technician has been dispatched to my home over half a dozen times. Once they showed up with not enough technicians to move the stackable washer/dryer. Two times they showed up to my house without asking and with no notice and we were not home because we had work. They replaced one part and the washing machine broke again during the next use with the same error code (drainage issues). They dispatched a technician to troubleshoot with Samsung who told them they would need to replace yet another part. PC Richards never called me back to schedule another service call after that, they simply dispatched someone to my home without asking. I have called them multiple times over the last few months to resolve this issue. Last week, I told them that I would like an exchange for a new washer because this unit is clearly defective and if we keep replacing parts it will just continue to break until the warranty is no longer valid and I have no power as a consumer in that situation. The woman from PC Richards agreed and submitted a refund request last Friday. She told me she would call me on Monday with details on how I can get my new washer. I never received a call on Monday. I waited until Wednesday and called them myself. They told me that the part had been ordered and I would need to have a technician come out again, even though I was told I was getting a refund. I asked to speak with a supervisor who was incredibly rude and put me on hold indefinitely. He never came back on the phone. I emailed corporate PC Richards for help and never heard back from them either. So far I have spent hundreds of dollars at the laundromat because my washing machine does not work. I've had to take at least 5 days off work because of this issue. I need a resolution.

Desired Settlement: I would like a new replacement washing machine delivered and installed. It is unfair that I received a defective unit and have to continually take days off work, spend unnecessary money at the laundromat, and sit on hold with PC Richards to no avail. Washing machines are supposed to last 10 years but mine barely lasted 6 months.

Business Response: Tell us why here...Customer can contact the store manager at the store where their purchase was made as a return authoization has been placed on their invoice and they are now able to exchange the product in question or reselect a different make and model. All the necessary paperwork will be done at the store.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** *******



 

2/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Removing our refrigerator to install newly purchased refrigerator was attempted by a crew of only 2 (needed 3 or 2 stronger). Damage was done, in several places, to our wood stairs. To repair PC Richards Claim Dept had the delivery company contact me and choose the wood repair people. They were a no-show the date of repair and didn't answer my calls for weeks. I called the delivery company again and after making a 2nd appt, the repair people ruined my stairs, got stain on my walls and when I tried to contact the delivery company and sent text photos of the damage, they never responded. I called PC Richards Claims and they said I chose for PC Richards to handle the repair and they passed it to the people in charge and they were now done.

Desired Settlement: Provide reimbursement costs, to me m, to have it professionally repaired properly.

Business Response: Tell us why here...The contractor that performed the repairs have sent us photos of the repair which was completed at that time to the customers satisfaction. Customer was advised to let the area dry for 3 or 4 days before putting anything on top of the repairs that were performed. The customer put some non slip mats over the steps as soon as the contractor left , thus caused the mats to absorb the stain from the wood. Obviously, now the repair that was done no longer looked the same. However, the delivery company will send the contractor to re-do the job. The reason the delivery company found a contractor for this customer was because she was not able to get one on her own. Reason for delay in repairs was that the customer kept postponing the appointments. We have documentation as to the appointments that kept being postponed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

1) The contractors photos could only have been taken following his sanding, wiping and staining and after Which I pointed out spots on stairs, his footmarks on stairs, huge sanded markings on the stairs and  his stain covered handprints on my walls going down the stairs which he rubbed with a paper towel and spread the stain marks. it was not yet dry, obviously, when he left  he said it would be hours before it would dry and I did not use the stairs for 4 hours after and only with socks until 24 hours later the next day. the contractor's statement that I put non-slip mats on the stairs as soon as he left is not only a complete fabrication but also impossible for him to have seen that since he left the area to continue back north on 95. I did not nor would I be such an ignorant homeowner as to have done such a damaging thing after having my stairs repaired. The contractor's statement is a lie.

2) Additionally, I was not satisfied in the least!! I was troubled by how it looked as they planned to leave, especially after he stepped on the stairs to rub some poorly handled areas I pointed out to him leaving even MORE footprints. To say that I was satisfied is also a complete lie! 

3) The repair looks exactly the same as it looked when the contractors left the job. For the contractor to say it no longer looks the same is not only a lie but how would he have been able to make any of these assertions? He left Tuesday afternoon and has not seen the job since. 

4) For PC Richards to state they will send the same person to redo the job is a violation of my privacy as I would not want this individual who lied to PC Richards about all the items he stated about this job afterdamageas well as being a no-show to our first scheduled appointment. I've had enough of this being pushed around by this contractor, his supervisors and PC Richards to put me through this after purchasing a Refridgerator from them. Everything fell apart as soon as 2 small delivery people came to remove my old refrigerator, scraped it all the way down my stairs. No consumer should have to endure this rediculous nightmare!! I do not want that contractor to come to my house!! 

5) I trusted PC Richards own people to repair the damage. I never said I was not able to get one on my own! That is also a fabrication! They caused the damage, they said they could send someone so I agreed.

6) Reason for the delay in the repair was that my father was rushed to hospital the day I bought the refrigerator, which the salesman helped me plan my route to **** *** ***** ********. Another delay was that the 2 small delivery people who scratched my old Refridgerator down the stairs would not attempt to bring my new delivered Refrigerator up to the kitchen and prepared to leave. I was forced to call the salesman, the dispatcher, etc regarding the poor business decision to send 2 small delivery people to swap out a second floor kitchen situation. I was told to wait until the next day and they would send bigger men to finish moving the refrigerator into the kitchen. More delay was heavy holiday foot traffic up and down the only stairway in the house which would cause a problem for newly repaired stairs.i promised that as soon as the holidays and guests left the first week of January, I would be ready for them to come fix the damage without any undue heavy traffic on them. The date made the first week of January the contractor was a no show. I tried contacting him and others at the company but no one could help me. 3 weeks I tried to find out what happened, when would someone call me, when could this be fixed. Not until I contacted claims again to ask what I should do did anything new happen. Someone called me and a new date was chosen. I inquired about the no show a month earlier and was told the contractor was having problems keeping up with his workload. Not a satisfactory excuse. 

7) When I contacted claims inquiring what I should do about the damage from the repairs from the day before (proving I was NOT satisfied, per the contractor's statement that I WAS) I was treated equally disrespectfully by the claims person as I was by the contractor by not showing up for our appointment in January and never returning any of my calls to reschedule. She offered nothing but a dead end. They were done. 

PC Richards should stand behind the bungled delivery, damage done by delivery people, delay to install of a refrigerator sold to me by the loveliest of salesmen. I have been put through hell with this. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****



 

2/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we thought that the doors to the refrigerator had to be pushed closed in the beginning but it seemed to have got worser(my refrigerator was still on warranty at the time) had it less than one year,I have been waiting since October to get two doors to the refrigerator. that were not closing, had to push them closed all the time. called pc Richard they told us we would have to wait 6-8 weeks to get new ones .at that time it was fine. after 8 weeks,I tell my wife to call them and find out what happened to the doors. they tell us it is on order that they will call us when they come in. 2 1/2 months later i tell her to call them about the doors, they tell us 2 more weeks, two weeks later they send the service man over he bring two doors he takes the right side off and puts the new one on, goes to take the other door off and said he has the wrong door (the left side)that he can not put the left side on, he has to get the one will take time. we thought that the right side was o.k. the service guy leaves and we notice that the right side door is not closing properly, it is hitting the crisper. my wife calls them back and tells them the problem with the right side door they say that we have to call maytag and get there service guy to take care of the problem. we call maytag they tell us the service man will be here Saturday we wait all day he never showed up, pc richard made us the middle man. we call pc richard and ask for a new refrigerator. they were going to do it at first but balked at the thought. we definitely thought due to the problems that this is our right as consumers to have a new one from pc Richard since we bought it new, this is what we should have. (never mind a put together), here we are still waiting 41/2 months later we call them back and tell them the the frig is getting hot 60 degrees on the top spoiling the food,they send the guy over he was to wait 15 minutes but decides to leave. so now we are still waiting.

Desired Settlement: we want a new refrigerator! not something that is going to be rebuilt, I bought it new I want a new one should be no questions asked!

Business Response: Tell us why here...Customer is scheduled for service 2/**/16 and our supervisors will make a decision regarding an exchange based on our techs report after tomorrows service call.

2/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint against: P.C. Richard & Son Inc. aka P.C. Richard & Son, **** ****** ************ Location: **** ******* **** ****** ******** ** ********* I purchased a Kitchen-Aid refrigerator on 11/**/13. Since the purchase, my refrigerator has been constantly in disrepair. The walls of the refrigerator are cracked and water is leaking to the floor of the refrigerator. The drawers of the refrigerator are all broken. I have had numerous service people try to rectify this situation, but to no avail, the problem still exists and is worsening day to day. I have constantly reached out to P.C. Richards & Sons via phone call and email, however they have not contacted me back. I have a 10 year warranty on my refrigerator, I need your help in rectifying this situation, since I have not reached a resolution with P.C. Richards& Sons.

Desired Settlement: I would like a new refrigerator, because it is too damaged for a 2 year-old refrigerator. I can no longer store my groceries. My groceries spoil easily. The water that falls to the floor of the fridge leaks onto my hard-wood flooring, causing damage and requiring constant clean-up. I would greatly appreciate your help in this matter. I hope to hear from you soon. Thank you!

Business Response: Tell us why here...The last service call on record was in November 2015 but in December 2015 the customer was instructed to take pictures of the cracked walls and mail them  to PC Richard & Son 200 Price ******* ************ ** ***** ****: Diamond W******* or e mail them to ****************************** one of our supervisors so that she can make a decision regarding the exchange of this refrigerator. To this date we have not received those photos. If they are unable to take those photos we suggest that they call us at ###-###-#### and have the telephone representative set up another service call and then have our tech take those photos or have him contact Ms. W******* while in this customers home so that we can expedite a resolution to this issue.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I have emailed diamond w******* at ******************************* on 12/*/2015 at 11:11 PM from the email address (*********************). I have evidence of the emails sent. I sent 3 consecutive emails labeled Refrigerator Part 1, Part 2 and Part 3(which was a video) to *************************** and also to **************************. Therefore, both employees should have record of these emails with the photos. I will attach screenshots of these emails sent. Till this date I have not received a response back from management. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Consumer Response: The technician came in last Thursday(2/*/16) and took photos of damaged refrigerator. No one from management called me regarding a resolution. I called them yesterday twice at 11:32 AM and 11:37 AM, I asked to speak with Diamond. They said she was busy and would return my call later that day. I still have not received a phone call back from Diamond or P.C. Richards Management. It has been almost a week since the technician came to my home, please help me seek a resolution. Thank you!

Business Response: Tell us why here...Tech was out the other day and has submitted photos of the cracked liner  which are being reviewed by Diamond W******* one of our supervisors. Diamond will be contacting this customer regarding a possible exchange due to the cracked liner situation. This customer can reach Diamond directly at ************** and ask for her.

2/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since my purchase of a Frigidaire Refrigerator Model ************ this past summer, I have had nothing but issues with this product. I paid approximately $700 for this product and have had to throw out many foods in freezer and refrigerator costing me $300 in food. P.C. Richards & Son has sent a repair person at least $ times already, replaced the handle once and it broke again, have replaced a part and still having same issue. I requested that they give me a different refrigerator and I would pay the difference or give me back my money as they claim the customer satisfaction guaranteed. This has been to no avail. They sent a repair guy again and he says he will bring more parts and two new door handles. I simply want a replacement of my choosing at this point. I am very dissatisfied and disappointed in PC Richards & Son.

Desired Settlement: I would prefer a replacement of my choice or a total refund.

Business Response: Tell us why here...Customer can contact the store manager at the store where their purchase was made as we have now issued them full credit of what they paid for the refrigerator and the service contract so that they can go to the store and use that credit towards the reselection of a different make and model. If the model that they choose is more that the credit that they have been issued then they will have to pay the difference in cost.

2/15/2016 Problems with Product/Service
2/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Viking Under Counter Refrigerator Drawer from P.C. Richards on 2/**/2013. The purchase price was $2250. I also purchased a 5 year Extended Service Protection Agreement at the same time for $399.99. About 3 weeks ago i initiated conversations with Viking Service Center and P.C. Richards regarding a defect in the material of the refrigerator casing. When I pulled the unit out for the first time since it was installed, I noticed that the top of the unit was corroding and falling apart. If it was a spot or two of corrosion I wouldn't be concerned, but it runs the entire length of the front of the unit and will clearly only continue to get worse.. Viking says that the until is no longer under the manufacturers warranty and that it need to be resolved with P.C. Richards. P.C. Richards says their extended warranties don't cover rust. I believe this problem is bigger than "appliance rust" and it is a defect in the manufacturing materials. A top-of-the-line product like this should not be falling apart. Unfortunately, I'm caught in the middle between the manufacturer and the seller and neither will take any responsibility. I'd appreciate some help from the BBB on a way to get this appliance properly repaired and/or replaced. As it stands right now, I paid a lot of money for an expensive and reputable appliance and $399.99 for an additional comprehensive service warranty that I believe should cover this type of materials defect.

Desired Settlement: P.C. Richards should repair or replace the product. If they won't do either of those - I'd gladly take a refund and they can have the refrigerator back.

Business Response: Tell us why here...Customer should call us at ###-###-#### and have a telephone representative set up a service call with Viking to get a second opinion as to what the real issue is. If it is a rust issue our extended warranty does not cover rust and that is stated in the policy however if it is something that can be repaired that is covered under our extended warranty then we will have it repaired under the terms of the extended warranty with this customer.

2/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a warranty from PC Richards for Bose headphones. In 2014, I returned the headphones and received a new set. At the time I did not have the original package (which is a requirement of the warranty), but the salesperson honored the warranty and gave me new headphones. He did not give me the package, but he did offer me a new warranty which I purchased. Today, I went to a PC Richard to replace my headphones and was told by the manager that my warranty would not be honored because I did not have the original package. When I informed the manager that the salesperson did not give me the package, he stated that the employee made a mistake and he would not honor the warranty. I do not think that I should be penalized because of an employee mistake. I had a valid warranty and it should be honored. The manager offered me a refund for the amount that I paid for the warranty, however if a customer has a warranty it should be honored.

Desired Settlement: I want my warranty to be honored by the company

Business Response: Tell us why here...The warranty was cancelled and refunded in cash on 2/*/16. In order for us to receive credit from Bose for those headphones as per the the return policy of that warranty we must return them with the original box and packing. It is soley up the the store manager whether or not he is willing to take them back without the box and packing for a second time in this case as it will be his store that will be charged back with that merchandise which will now have to be scrapped instead of being returned to Bose for dealer credit.

Consumer Response:

Better Business Bureau:

I am not satisfied with this response from the business in reference to complaint ID ******** however, I received a call from Mike, Manager of Social Media, and he offered me new headphones which I received today. I find this resolution satisfactory to me and the matter is now resolved.

Sincerely,
****** ******



 


2/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Jan ** I placed an order for a laptop; the order was confirmed, and immediately charged to my store credit card. Anytime I check the order there is no update. At no time was I contacted to say there were any issues. I emailed for an update on Jan ****, ****, and **** - no response. On the ****, I called - 25 minutes of holding and dealing with the most incompetent employee. I was given the runaround and no clear answer. In the end it was stated that they refuse to fullfill the order. It is now Jan **** - not only was the order not cancelled as I was told it would be on the ****, my card is still showing the charge. I should have never been charged in the first place without fulfilling the order.

Desired Settlement: I would like my card refunded the charge immediately ( $653.24)

Business Response: Tell us why here...This customer has to contact the head of our Internet Sales Department Jason N********* at ****************************** or at ###-###-#### and give him the invoice number ********** because it looks like that this order was shipped via *** to the address on that invoice and therefore cannot be refunded until Jason puts a trace on it to see what happened to it.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 Your integrity is so compromised you can't even keep things straight -  you know very well this item has not shipped.  One minute you're saying it has shipped , then the next you're sending an invoice with a refund -  so which is it?  Despite the invoice my card still shows the full balance.  I have spent enough time and aggravation dealing with this - not my position to continue to resolve this when this is now the 6th attempt.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: Tell us why here...$653.24 was refunded back to your PC Richard credit card ending in **** on 1/**/16. It will not appear until your next bank statement but the bank should be able to verify that refund if you contact them at ###-###-#### and give them your account number. We did what we had to do from our end, the rest is up to whatever the bank's proceedures are. That sale has been cancelled and you owe nothing to anyone regarding that invoice **********. 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* ******



 

2/2/2016 Problems with Product/Service
2/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: They are making it difficult to replace my item.

Desired Settlement: I purchased a set of head phones in june of 2015, it comes with a 1 year parts and labor (this is right on the receipt) i called them when my head phones broke and they told me to go through the manufacture. after 3 weeks manufacture tells me they dont warranty out of box items. i called pc richards back and they tell me i have to bring it into the store (which is not close to me at all ) either refund me the money OR send me a prepare label and i'll ship the item to be repaired.

Business Response: Tell us why here...This customer purchased the Bose headphones in question in June of 2015 and they are under the manufacturers warranty until June 2016. We do not service Bose products as they have to be serviced only by Bose. We do not exchange or refund Bose products that are defective and under their warranty as they must be serviced by Bose. Not that it matters, but these headphones were purchased as floor samples at the discounted price of $50.00 where as they sell for $100.00 new in a box. The customer actually picked these up at our ********* store and if they are willing to exchange them for this customer he will have to return them to that store but that is strictly up to the store manager of that store or his District Manager.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The item in question is SONY HEADPHONES.  I bought them for $50 as an open item and right on the receipt it says 1 YEAR PARTS AND LABOR

 

again, either send me a prepaid shipping label so i can send this out for repair OR refund me my money.  

 

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ********




 

Business Response: Tell us why here...Sorry about that but the answer is the same. We do not service headphones under the manufacturers warranty at out service center. They have to be shipped out to the manufacturer for repair or replacement and we do not have anything to do with that. In addition, these were sold as display models which are sold as is due to the drastic price reduction.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The receipt says it comes with one year parts and labor, is that a lie?

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ********




 

1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January **, 2016, at 7:18 pm, we purchased a 60" Samsung 4k Ultra High Definition Smart LED TV, Model # **********, along with PC Richard's extended service warranty plan, from their Newington, CT location. We installed the television the following afternoon, and after just an hour and a half of use, a big red line appeared through the screen. We immediately called the store where the purchase was made and spoke with store associate, Megan, who assured us they would rectify the situation and replace our tv with a brand new one. Megan told us they reserved us one of the four exact televisions they were expecting with the Tuesday, January ** delivery. On January **, we called the store to verify the tv would if fact be in stock, as we live over 30 minutes away. We were then informed that it had not be delivered and their were no more in stock. Instead of replacing it with something comparable to what we purchased, we could accept a different brand, lesser quality television valued at the sale price of the tv we originally purchased, even after expressing our desire to stay with Samsung as manufacturer. If we wanted the next model available, as they failed to receive/hold the television we were assured they would, we would have to pay an additional $2-300. We have made calls to the store directly, as well as to their corporate office. We are now being told that PC Richard will send technician to attempt to diagnose/ repair the television on January **. They have been unable to give an estimated time frame for their arrival, which means we will have to take the day off and lose income. Not to mention having to spend over 2 hours on the phone with PC RICHARD & SON, with still no resolution. We purchased a defective product from PC Richard & Son, and purchased their added protection service/ warranty insurance plan-- neither of which is the company willing to honor, on a product that failed less than 24 hours after purchase, and with less than 2 hours of use on it.

Desired Settlement: For PC RICHARD & SON to honor their sale and customer agreement, and replace their defective product with a comparable product, same brand, same resolution, same features and screen size. Compensation should also be made for lost wages, added travel expenses, and aggravation.

Business Response: Tell us why here...According to the notes that are on this customers invoice, they spoke with Megan and with Naarha on 1/**/16 and have decided to take the service call which is scheduled for 1/**/16. If the TV is unrepairable or uneconomical to repair, and does not have physical damage, the store manager has already offered the customer a comparable 60inch 4K LG TV which also qualifies to receive a free 32 inch Tv with no money out of pocket to this customer since the model that they currently have in no longer available.

1/23/2016 Guarantee/Warranty Issues
1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a stove on sept * 2015 we hook it up and the stove was not working right very bad smell we had a repair guy come look at it told us two to three day for the party now I found out after many phone calls that the part is comiming from China on a boat never told me this when I got the store know we have no store for my apt that we have people living in the part was order on dec ** 2015 I want a new store or my money back the store always kill us with the smell they told us we can not get a new store please try to hep me thank you

Desired Settlement: The stove is now all black can't get it off I want a new stove or my money back on my credit card thank you

Business Response: Tell us why here...Customer can contact the store where their purchase was made as we have issued them a credit so that they can return this range and use that credit to get a new range.

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product was sold with a discontinuing model, but was told that it new and just came out, being that i trust p.c. Richards. since they in business for a long time. Less than a year down the road my Samsung un55h7150, screen went bad, got a new replacement of screen, not the the TV.. Then again less than a year, screen went bad again. Call spoke to Steve the manager of services, telling me that i can not get a replacement TV, But it happens twice already. We go back and forth, and now am stuck with my broken screen. Am extremely unsatisfied of their services.

Desired Settlement: I would like a replacement of TV.

Business Response: Tell us why here...This customer is under our extended warrany which is a service contract not a replacement contract. The only time we would offer a replacement is if the TV is unrepairable or uneconomical to repair. If customer would like to discuss this isue with our service manager, he can contact him at ************************ or call him at ###-###-####. At the present time a new LCD panel has been ordered.    

1/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: (Long story short) Bought Samsung fridge on Oct. * 2015 and by Jan * it was completely broken. I called store and arranged repair. Repairman came Jan. * 2016 and said it could not be fixed, and he would talk to store manager who would decide what to do next. I called store manager Jovon and complained that I had to throw out much food and asked what I was to do without a fridge, he replied, “you can come down and buy another one”. I was flabbergasted. After some harsh words Jovon said, “You are getting a new fridge Monday”. My husband took the phone and spoke with Jovon who said since there are no deliveries on Monday we would get the fridge Tuesday. I called the store Monday evening and was told there was no delivery scheduled for me to get a fridge. I spoke with Jovon again, and he said he had to get approval from a superior before he could authorize an exchange. I pointed out that he assured me I would get a fridge, and he spoke over me saying he had to get authorization, he made calls and calls. Then he said it was difficult because, “you refused service”. I started to lose it. I pointed out that I would have gladly accepted repair since that is what I called for. I asked to speak with someone else and a man named Bobby got on the phone and said he would have to get approval from higher ups before something could be done. In the meantime, I have no fridge, lots of spoiled food, milk in an ice bucket and aggravation. Please help

Desired Settlement: I want the broken fridge taken out and a replacement delivered. I would also like reimbursement for the food I had to throw out.

Business Response: Tell us why here...A service call was placed on 1/**/16 and we have parts on order to complete the repair. I do not see that anyone has authorized any replacement for this refrigerator and the store would not have any authorization to do so. The customer would have to get a return authorization from one of our supervisors at ###-###-####. In addition ther is no provision for any food loss unless the customer can get that from Samsung since they are under the manufacturers warranty until October of 2016 at this time. I suggest that this customer call us at ###-###-#### and have the telephone representative get a supervisor to speak to them to see if they will approve an exchange of this refrigerator.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not entirely  satisfactory to me and but  matter has been resolved.

Sincerely,

****** *********



 

1/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a dryer from the store and was given a discount on the delivery/installation charge as well as free accessory kit. The total purchase amount, including the discount, came to $618.99. However, my receipt shows a total price of $686.50 plus $57.49 tax totaling $743.99. Since I only paid $618.99 the receipt lists a balance due of $125.00 which is actually the total of the discount given. Though the receipt says balance due, I was told by the salesman that I would not have to pay it. My issue is that in writing the bill this way, I am being taxed on the $125.00 I was discounted even though I am not paying it. Based on my calculations, I was charged a little over $10.00 in tax for products and services that I did not have to pay for. This strikes me as extremely unethical and possibly illegal.

Desired Settlement: I wish to be reimbursed the tax amount that I was unjustly charged which amounts to a approximately $10.47.

Business Response: Tell us why here...In the interest of closing out this complaint I will refund the 10.47 that the customer is complaining about. It would take too long to  have the store manager try to explain how or why it was billed that way.   

1/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 86 year old grandma was sold a 32 inch smart TV and a samsung sound bar from this PC Richard store. My 64 year old aunt accompanied my grandmother during this purchase. The salesperson, Lionel made the sale to them on Dec **, 2015. Both my grandmother and aunt have no idea what a smart TV does and my grandmother stays in a 1-bedroom small apartment in Ravenwood projects in Astoria by herself. She has no need for a sound bar in such a small apartment. The TV and sound bar was delivered by the company and the delivery people took the boxes away with them after making the delivery. My 86 year old grandma did not realize that if the delivery people took the boxes away, that she would not be able to exchange the TV or/and sound bar. I'm up visiting my mother and grandma for the holidays from DC. My grandma asked me to exchange the TV and sound bar because it was smaller than what she thought it would be in the apartment and because there was no need for the sound bar. I called the salesperson, Lionel, and spoke with him on Dec **, 2015 about exchanging the TV and sound bar for a more appropriate TV for my 86 year old grandmother. He initially told me that there was nothing that could be done, because of the rules of the company for not accepting returned merchandise without the original packaging. After asking to speak with a manager, Lionel told me that a manager named Nassau would exchange the products for a bigger TV. I asked Lionel would Nassau be in on tomorrow, Dec **, 2015. He said no, but he will be working on Jan *, 2016. I told him I would be up there to exchange the items on Friday, Jan *, 2016. Being that I do not live in New York, I arranged a friend of my grandma to take me up to PC Richards on Steinway to exchange the items on Jan *, 2016. But when I arrived at the store, I was told that Nassau was not there and was not scheduled to work on Jan *, 2016. Well I then asked for the on-duty store manager manager. Mr. Oli F******s came to assist me, but told me that he could not do the exchange without talking with the store manager, Mr. John B*******. I asked him to call him and he refused, because it was his day off and it was not an emergency. I explained to Mr. F******s that I've arranged a person to bring me up here to exchange the items and I had a limited amount of time to get this done for my grandma before I have to get back to DC. He told me to either wait for Nassau to come in on Saturday, Jan *, 2016 or to call Mr. B*******, when Mr. B******* is at the store. I called on Saturday and was told that Nassau would not be in until after 3pm. I left my name and number for him to call me back, but did not receive a call back on Saturday. I called the next day, Sunday, Jan *, 2016 and finally spoke with Nassau and was told that he would accept the TV back, as a courtesy, as long a my grandmother bought another TV at regular price. And he also stated that he would not accept the sound bar back. I told him that my mother have no need for the sound bar and he stated that he could not resale the sound bar. I stated that companies sale items without boxes ('as is' items) all of the time, but he refused to accept the sound bar. He then rudely said that this was his final offer and hung up the phone on me.

Desired Settlement: I would like for the PC Richard and Son family owned business to conduct an equal exchange of these two items for an appropriate TV for my grandmother and her vision. I'm not asking for money back. I only want an equal exchange of items, without the stipulation of not being able to exchange with sale items. I wonder if this family owned business had this happen to one of their senior family members, how would they feel?,

Business Response: Tell us why here...I have placed a return authorization on this customers invoice ********** so that these items can be returned for exchange w/o the original box or packing. All the information that anyone in that store will need is on that invoice now.

Consumer Response: 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, as long as there is no stipulation on buying items on sale.

Sincerely,

******* *******



 

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a washer and dryer machines at PC Richards. 3 months into use, the produc starts malfunctioning and my first call goes out to PC Richards. They come and fix the washer machine. A couple of months later I have the same issues again, they come to fix the washer machine, but they say they need to order a special piece. I call PC richards because I did not hear back. They come a couple days later and tell me the same exact thing and leave without fixing. They finally bring the piece and "fix" the machine. 2 months go by and I have the same issue again. I have called PC Richards complaining about this washer machine a total of 10 times. My machine is currently not working and they are again "ordering a piece" in order to fix. I have yet to here from them and it has been 3 weeks. I have had issues with this washer machine since I bought the product and they are never fixing the actual issue. Instead they are giving me the run around, either they need to order a piece or the machine is "too heavy" as one of the guys said to even fix it which made absolutely no sense. Customer Service and repairs are lazy and are not doing their job correctly. I also paid $300 extra for 10 year protection.

Desired Settlement: Please fix my washer machine correctly or send me a new machine. I have had issues 3 months into the washer machine and nothing is being fixed.

Business Response: Tell us why here...This customer should call us at ###-###-#### to set up an appointment to have the parts needed to complete this repair. If the parts that have just come in to complete this repair do not do so when our tech installs them, then we will issue the customer a credit of what they paid us to go and reselect a new washer. They should ask the telephone representative at ###-###-#### to transfer their call to a supervisor in order to accomplish this.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I had bought a washer machine and dryer machine from PC Richards. 3 months into having the washer machine, it starts to fail. The lights in the washer would go on and off and there were times it would not turn on. We have called more than 10 times to the coporate office where they would send someone to come "fix" it. Everytime they would come to fix it and say it should be fine, a few days later, the same problem occurs. The last complaint was a few weeks ago where Egar from PC Richards came to look at the washer machine to see what was wrong. He then said he needed to order parts for the washer machine in which he left my house (without the washer fixed) and placed the order for the parts. A few days ago PC Richards calls us saying they have the parts ready so we made an appointment for 12/**/15 for them to come fix it. On 12/** morning PC Richards calls us saying we have to reschedule because the parts went into another truck that was not in our area. Not only have i been taking out of work so i can wait for them to show up, but other members in my family have been off of work for the employee of PC richards not to show up or not end up fixing it. We finally made another appointment on 12/**/15 where Edgar came to my house to fix the washer with the parts that they ordered. He then said he can not fix the machine because they did not put the machine in the place it is and if they take it out and something happens, they then will be liable for this washer machine. Like i said ealier, i have been taking off of work and now i get the same outcome of the machine not being fixed. I just do not understand why wasnt i told that they could not take this machine out prior to when they were suppose to come fix it. During one of the appointments in which a guy came to "fix" the machine said the machine was too heavy to fix. So we made another appointment in which they brought 2 guys to come fix. After the 2 guys came, they said they had to order parts. They had many oppportunities to tell us this machine had to be taken out but every day that passes by we get excuses after excuses. I have been without a washer for months and i have wasted money into this machine that doesnt work in which makes me have to find another way to wasdh my clothes. I also paid $**0 extra for the 10 year protection.


Please refund me for the machines i have brought. PC Richards had many opportunities to fix my machine and have left me without a washer. Due to all these circumstances, i do not want these machines anymore.

 


Sincerely,

**** *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

they came to "fix" the machine, but left without even touching the machine. They said the person that installed the machine has to come fix it. This is ridiculous, I want my money back in complete form and they can take their machine back. They keep running around in circles and paid extra for warranty not to play a game.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *****




 

Business Response: Tell us why here...Customer should call us at ###-###-#### and have the telephone representative get a supervisor to speak with them to see what has to be done to resolve this issue. Apparantely, according to the tech that ran the service call, service is not the problem, the installation is the problem.

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am submitting this complaint because PC Richards is refusing to replace my 2 year old oven that exploded in my home and insists on repairing it instead, which is a major safety hazard. I purchased a ** gas range from PC Richards in October 2013 in addition to a service contract with PC Richards for the appliance. On December **, 2015 while using the self cleaning feature on the oven for the first time, there was an explosion in the oven 1.5 hours into the self cleaning process. There was a loud bang from inside the oven and a flame shot out of the front left burner on top. It tripped the circuit breaker and shut down. We immediately called our plumber who came and shut down the gas valve to the oven. We called ** who sent a repairman out to evaluate the oven on December **, 2015. It was on that service call that I realized that our service contract was with PC Richards and not ** directly. At that time I called PC Richards to go through my service contract with them. The sent a repairman out for evaluation. The repairman was from ***** ********* and told me that although there were parts that could be replaced he could not assure me that the range would be safe for use. He could not confidently say that the repair would solve the problem that caused the explosion initially. PC Richards is insisting that the oven be repaired to test the safety of the appliance, jeopardizing my family and my home. I have spent the last week on the phone numerous times trying to get someone to understand why it is unacceptable to "try" fixing a gas appliance that has exploded once and may explode again in my home after the repair has been made. I received numerous excuses and delays putting me off over the course of the week. While the manager, Diamond, said she completely understood my safety concern, she first told me she needed time because it was during the Christmas holiday, then it was right after Christmas and they were very busy and needed more time. It is now December 31, 2015 and I have finally contacted Diamond after 3 days of patiently waiting for a resolution she told me she was working on. Diamond has now informed me that PC Richards will only repair my range and this time and see if it works since it is the first time this problem has occurred. When I re-expressed my dire concern for safety once again, she informed me that if I had called the gas company first, they would have deemed the appliance unsafe and I could then have a replacement. Unfortunately, because I was unaware of this necessary procedure and called my plumber to turn off the gas, that they could only offer me a repair. I feel that PC Richards is using a loophole to avoid replacing an unsafe appliance, putting the onus on my honest error to not call the gas company first. I cannot accept a repair of my current gas range because I do not have any confidence that the repair will create a safe appliance for me to use. I feel this way because had I known to call the gas company first, PC Richards would have been replacing my oven without issue, as Diamond has told me.

Desired Settlement: My desired outcome is to receive a replacement gas range of my choosing in the value of what I paid for the initial range to fulfill my service contract.

Business Response: Tell us why here...We have given **** service the authorization to replace all parts necessary to insure that this issue will be resolved and that there will be no safety issue  in the future regarding this oven once that is done. If **** informs us that they cannoy guarantee that then we will give this customer credit of what they paid us in 2013 toward the reselection of a new oven. If that is done then the remainder of their extended warranty with us will be satisfied by this exchange. Diamond is one of our customer service supervisors and this customer can contact her at ###-###-#### once **** makes that determination.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I am not satisfied with PC Richard's response to my complaint.  First, the details of the response are inaccurate.  ** ******* is not the company they sent to evaluate the oven, nor order the parts from. PC Richards sent ***** *********  Most importantly, the service repair man from ***** ********* told me directly that although the motor, gas valve and mainboard seem to be the parts that need to be replaced to have a functioning oven at this time, he could not say that those parts were what CAUSED the explosion.  Those parts could have just gone bad FROM the explosion.  Therefore, he could not guarantee the safety of the appliance once the repair is made.  He told me he would not feel safe with the repaired oven in his own home.  I have asked Diamond numerous times what guarantee I have regarding the safety of the oven if it should be repaired. Are they going to stay in my home and run the 3 hour self clean function to make sure it doesn't explode again?  I have not received a reasonable answer to how they will be sure the oven is safe for use once the repair is made.  My concern is that the repair will be made and they will say it works and is safe and then another dangerous explosion will occur.   Is that how PC Richards is suggestiing they will know if it was not safe? I need a logical explanation and guarantee of safety.  Diamond told me she could not make that guarantee.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** ****




 

Business Response: Tell us why here...Customer has been given full credit of what they paid us in 2013 to exchange that gas range for the same model or to use that credit to reselect a different make and model. That credit is on invoice ********* and they can go to any one of our showrooms to use that credit. If they choose a make and model that is more than the credit that we have issued then they will be responsible to pay the difference in cost. We lso will carry over their extended warranty to the new model that they reselect.

Consumer Response: 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 and the matter has been resolved.  Thank you for you consideration and time.

Sincerely,

**** ****


 

12/31/2015 Delivery Issues
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/25/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a General Electric Refrigerator with an Ice Maker with water. This was a transfer purchase due to a lemon Maytag refrigerator. I selected a General Electric Refrigerator on 10/*/13, Invoice# from the PC Richards & son company #************. I purchased a five-year extended warranty dated 10/*/13 on this General Electric refrigerator. They have refused to honor the contract and the extended warranty and not fixed the issue of the water which sometimes comes out and other times it does not. On 12/**/15, PC Richards called a General Electric to repairman to fix the refrigerator. They looked at the refrigerator and stated they could not fix the issue. The problem contuse not to be resolved. The representative refuses to fix the problem and they continue to hang up the phone even through they know I have a five-year extended warranty. I want a solution to this problem. I have to call headquarters where I have scream my head off because they have refused to respect me as a customer and fix the issue. This has been the 2nd refrigerator I've had with this company.

Desired Settlement: I want PC Richards and Son to honor the five-year contract warranty that I have on my refrigerator and stop pointing fingers at General Electric and for General Electric Company to stop pointing fingers at them. I want this issue to be resolved. I want the part replaced and if it cannot be replaced; I want a new refrigerator or to refund the entire amount of my purchase.

Business Response: Tell us why here...This customer has been scheduled for a service call on 12/**/15 with our own technician so that we can get a second opinion as to what the problem is with the water dispensor. After that service call we will make a determination as to what has to be done and how to proceed. This customer should call us at ************** after this service call is completed and ask to speak with a supervisor once they have the report from our tech.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** *****



 

12/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/**/15 based on an advertised price, I was in ***** ***** CT and wanted to purchase a Garmin Nuvi 55LM GPS unit. I am here on business from 6 hours away. Based on the opportunity to buy online and pick-up in-store, my wife went online from home and purchased the item and scheduled for pick-up at the ***** ***** PC Richards location. Upon receiving the purchase confirmation e-mail, it stated that 'The credit card used for purchase must also be presented in-store, or we can not release the merchandise to you.' It was late in the evening so I decided to go to the store and inquire about this in the morning as the credit card was 6 hours away. Upon arriving on 12/**/15, I was told I could not pick up the item. I explained why we used the online/in-store pick up combination and was told that it could not be picked up. I asked for another solution and I was told that the card was needed as they 'could not charge my card without sliding it through the register'. At this point, the store had my money, my merchandise, and refused to give me either. I asked for a manager and a manager came and declined, then the associate called a corporate resolution or IT person. I was told the only option was to refund and purchase with another card. I requested a refund. I asked the associate if my card had been charged and again she said it was not charged because it had not been presented. I went out to the car and called the credit card company to find out that my card was charged $85.07. I proceeded back into the store and informed the clerk that I was deceived, and that the card was actually charged. I was told I would have my refund in 7-10 days. Again, the store had my money, my paid merchandise, and a hold on my funds for 7-10 days. Per the online policy of P.C. Richards, an alternate person may pick up the online purchased merchandise if they are an authorized user of the card and have proper ID and A credit card (it does not say THE credit card). Second of all, the online policy says that the credit card will be charged upon verification of merchandise availability. See Below. Because their policies were not followed, and the associate lied to me about the use of my card, I wish to have the item mentioned at the beginning of this complaint provided at no charge due to the inconsistent following of the companies own policies, and the dishonest way of doing business. See the company's policy below from their website. Can somebody else pick up the order for me? Only the primary credit card holder or an authorized user of the credit card with proper I.D. and a credit card in their name can pick up an order. When is my credit card charged for this transaction? The dollar amount of the order will be withheld from your credit card's available balance upon checkout from the website. The charge amount will be posted to your credit card, upon verification of product availability. The order will not be cancelled or refunded without your approval.

Desired Settlement: I believe the company's policies should be accurately followed and changed on the information on their website. Furthermore, the company should provide the promised service in exchange for the fact that their misleading claims and policies are now causing me to be without my funds for a timeframe of 7-10 days even though their associate lied, and the funds were taken from my card even before the item was delivered. There should also be some sort of recognition by the company to me that this took place, possibly in the form of another purchase.

Business Response: Tell us why here...$85.07 was refunded back to this customer ******** ******* Card on 12/**/15. Which was the very next day after the sale was made. It will appear on this customers next ******** ******* statement. We have no control over when ******** ******* shows their charges or refunds. For any further clarification of our Internet policies the customer can contact the head of that department at ******************************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Tell us why here?  I told you why in my complaint, in detail, even including cut/paste from your website.  I know you refunded my purchase in YOUR system on 12/**.  I know you don't control the policies of ******** *******.  What you do control are your own policies.  Your policies state that an alternate person may pick up an item 'with proper ID and A credit card.  Again, your policy states A credit card, not 'the' credit card, as in the purchase credit card.  In addition, in an attempt to get out of the situation, your employee told me that the reason I needed 'the' credit card to pick up was that the card is not charged until it is scanned in the card slot on your register.  Again, you policy online (which I had not read at that point), states that the card is charged as soon as product availability is verified.  Just because your website posts your policies, which are either not accurate or not followed by my two examples above, does not mean that someone has read them before coming into the store.  Perhaps if your policies were noted during the purchase process, for example, what if on the last page before purchasing online, it states 'by clicking this button to purchase for in-store pick up, you must have the purchasing credit card and valid ID at the time of pick-up'?  Was your clerk in-store not trained in your policies that the card is charged upon verification of product availability?  Why would they tell me otherwise?  Finally, in your statement of 'tell us why here', is it enough for you that because your store didn't even follow your own policies that your refunded the purchase price on 12/**?  That is not a question of 'what are you going to do for me', and it's not a question of you controlling **** policies and refund limits.  By making it impossible to pick up my merchandise that you admitted was paid for, I had no choice to wait 5 days to abide by AMEX's policies.  You claim to be a family owned and operated company.  I would ask what that means to you if you have no compassion for a person to be able to use $85.07 for a period of 5 days around the holidays.  Your response is welcomed.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ********




 

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 06/**/13 purchased GE range plus 10 years warranty through PC Richard After a year oven has been not working properly. After few visit from GE tech they basically they are not gonna come to fix it because it's nothing wrong with it. So I paid in 2013 $320.99 for extended warranty which I can't use it.

Desired Settlement: ge refusing to come to fix oven because there is nothing else can be done

Business Response: Tell us why here...Customer should call us at ###-###-#### and have the telephone representative set up a service call with our own techs,not G.E. so that we can get a second opinion as to what the issue is in order to be able to assist this customer. 

12/18/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a double oven from PC Richards on 10/*/2015, when it was delivered it worked great till I needed to program the oven for Sabbath mode (Jewish orthodox holiday every Friday Night). the manual to the product clearly states the default setting is 300 degrees on the Sabbath mode and it would only warm up to 180 degrees (you cant warm food from the fridge) with that temperature. I called pc Richards and they told me to call the manufacturer, so I did, waited 3 weeks for a service tech who told me that there's nothing to do! he said back office says they can't change the temperature even though the manual clearly states you can adjust the temp. I have called the local PC Richards store more then 30 times and they are giving me the go around! I have spent $5,000 for an oven that is not working properly!

Desired Settlement: I want somebody to come pick up the oven unit and replace it with a BOSCH HBLP651UC

Business Response: Tell us why here...This customer should contact the District Manager for that store at ************************** to see if he is able to assist them in this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have sent an email to your divisional guy with no email or call back 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ****




 

Business Response: Tell us why here...We have stepped up to the plate for this customer and made Bosch give us a return authorization for this product based on the incorrect information that is in their use and care manual for this model. Looks like the customer has been made aware of this as an exchange has been written and the Thermadore model is being exchanged for a new Bosch model. 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** ****



 

12/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On December *, 2015, I went to the PC Richard store located at *** **** **** to purchase a new television. I have purchased several items over the years from this retailer, including major kitchen appliances, televisions, cameras, etc. and I have always been quite satisfied with the service and the products, which is why I have continued utilize their services. However, my latest experience was unfortunately very different. I spent nearly two hours in the store with a helpful Salesperson named Kathy. She answered all of my questions and made me feel confident about the decision I made to purchase the 65” JS9000 Samsung curved flat screen. The price sticker noted $1,998 and Kathy reassured me that it was indeed the price, down from $5,999. However, when I went to pay for the television, I was told that it was $2,998 and not, $1,998. This to me was unfair and misleading. Not only did the price tag clearly note $1,998, the Salesperson over and over confirmed that it was the price. She said it was the best deal in the store and that it was selling for the same price as the 55”, so of course I went with the larger television. Sadly, Kathy said she could not honor the lower price, so I asked to speak to a manager. The manager, named Claudio L****, apologized for the inconvenience and he that he would contact his corporate office to find out if he could honor the lower price. I contacted him the next day and he told me there was nothing he could do. This is unfair and misleading. Kathy repeated the $1,998 price to me several times prior to me making a decision and this is the price that should have been honored at the register. When I called the store Claudio was very rude and said there is nothing he could do. This is no way to conduct business and I want the matter addressed. In my sense, the retailer just did whatever they could to get me to the register and hope I would be too embarrassed to say that I could not afford the higher price for the TV and would proceed with the purchase. This is a devious way to handle business and unethical. PC Richard should honor the price they communicated to me, regardless of what the correct price was. Thank you. Kindly, ***** ********

Desired Settlement: I would like the TV at the price that was communicated to me at the store by Kathy.

Business Response: Tell us why here...Customer should contact the District Manager of that store at ********************* to see if there is anything that Dan can do for him. I doubt that he will be able to honor the $1998.00 price which was obviously an error because who would purchase a 55 inch tv for the same price of a 65 inch tv that would make no sense. Perhaps as an accomodation Dan can lower the $2999.00 price but bear in mind that these priced were Black Friday prices so there probably is not much room to negotiate. It's not as if we advertised that 65inch tv as a "bait & switch" advertisment.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Because I am still awaiting a response from PC Richards confirming if they will honor the price that was communicated to me at the store, $1,998 for the 65" Samsung, JS9000.

Thank you for your assistance with this matter.

Kindly,

***** ********

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

Business Response: Tell us why here...Upon speaking to the store manager and the store's District Manager they have both agreed that there is no way that we can honor that price which was obviously for the 55inch TV not the 65inchTV. We had given this customer the e mail address for the store's District Manager in the event that they wanted to contact him directly. 

11/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A refrigerator was purchased on 7/*/2015 and right door had a small dimple on the surface when it was delivered. We requested a new door & was told it would be taken care of. A door was shipped to our home & we called service to have it installed. It ended up being the left door in error so we called the store & asked them to please order the correct door. No replacement door was ever ordered in spite of numerous calls to the store and promises by a manager and an office employee by the name of Jennifer that it would be taken care of. The manager was rude on the phone when I complained about how long this was taking to rectify. My husband went to the store yesterday on 11/**/15 and spoke to the salesman regarding our situation. He just called this morning to say it was never ordered and that he will take care of it but it is going to take 8 weeks to get the door. The customer service at that store is horrendous & they don't seem to care either. I would never recommend buying anything there.

Desired Settlement: I would like the refrigerator right side door replaced immediately. We have waited long enough!

Business Response: Tell us why here...We have placed a return authorization on this customers invoice ********* so that they can exchange the refrigerator for a new one or if they prefer they can take a damage allowance and keep the one they have as is. We do not order new doors because they take 10 to 12 weeks to get and more often than not are received in worse condition than the ones that we are looking to replace. Customer can contact the store and all the information they need will be noted on their invoice.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** **********



 
I would like to know how much the damage assessment would be.

11/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Magic Bullet on a PC Richards credit call because they told me that I have 1 year to pay for it before any interest incurred. I told the salesperosn to make sure because I did not want to be charge any interest if I did not have a year to pay for it. I went ahead and purchased the product based on the salesperson's instruction. thought I had a year to pay for it only to see a bill arrive saying that I incurred interest for not paying. I told them that I was not going to pay for the interest because of what I was told in the store. I paid off the balance of what I owe for the product before the year is out yet PC Richar and the credit card company that they are involve with double the price of what I paid for the product in late charges and interest. They have done false advertisiing by getting me to purchase the product under the basis that I had a year to pay for it, which was not truthful. I therefore, refused to pay the late charges and interest because I had a year to pay for the product and I pay for it well within the time limit.

Desired Settlement: I want my bill to reflect that I paid for the product and that I owed nothing plus for them to take my name of the credit bureau and collection agency.

Business Response: Tell us why here...This customer should contact Todd Burkhardt at **************************** and he will be able to resolve the issue as Todd is our in house customer service representative that deals with the bank and Todd will be able to assist them.

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: November * @ 3:29 Hello, In July 2014, I bought a Whirlpool fridge from PC Richards. I bought a year warranty. I was told by the sales associate that Whirlpool was a trusted appliance. I immediately started having problems with the fridge. It make a loud buzzing noise, the fridge turns off, the freezer turns off I've unplugged it for 24 hours dozens of times. I thrown away an exorbitant amount of food. My father passed away in March of 2014 giving me about $2*,000. Please check my records, when I tell you that I spent every bit of my father's money at PC Richards, I'm not exaggerating. I bought 2 TV's, a washer, a dryer, a vacumn, a dishwasher, a fridge, etc. I am a single mother of 4 and faulty appliances are literally result in me not having money for food which is happening at the present due to the "lemon" fridge I purchased. The worst part is this. I called PC Richards in ******** ** on Thursday, November * at 3:29 PM and asked to speak to a manager. I have never been spoken to as I was by this man. He spoke to me like I was a piece of garbage. He wouldn't listen to me and wouldn't even let me get a pen before he mumbled the phone number to Whirlpool. He ended up giving me the wrong number anyway. He didn't want to listen to me and could not be bothered at all with my problem. After spending so much money at PC Richards in the past 3 years, I feel this was so unacceptable. I hope the phone call was recorded so that someone can listen to how this man spoke to me. I ended up calling Whirlpool. It is costing me 349.00 to fix the fridge leaving me with no money for groceries. I'm disgusted. At this point, not only will I never buy another thing at PC Richards, I will convey to my family and friends and leave review on the computer about how I was treated at PC Richards. I ask you to please listen to the phone call.

Desired Settlement: I would like some kind of repayment for this terrible fridge that has caused me nothing but problems and for all of the food that I've thrown out in the past year. It seems very unfair to me.

Business Response: Tell us why here...Unfortunately there is not much that we can do to satisfy this complaint. Customer purchased the refrigerator in question on 6/**/14 and the only service call that we show on that unit was in February 2015 for an icemaker issue. The maufacturers warranty expired in June of 2015 and this customer does not have an extended warranty with us.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

My fridge is a year and a half old.  I have gone two weeks without a fridge.  I ws told by the sales manager that Whirlpool was a reliable trustworthy brand.  I had problems with this fridge from the beginning and continually called PC Richards.  Now I am paying another 350.00 to get fixed not including all the spoiled food.  My fridge should've been replaced.  PC Richards sold me a faulty fridge.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********** *****




 

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased entire Kitchen Appliance set from PC on 10/**/2009. ******* ** location Invoice # ************ I purchased installation & 10 year warranty at that time In September of this year the dishwasher began leaking, not draining after use and not cleaning load. I called for service. Technician arrived and diagnosed 2 parts broken. Parts were ordered. A week later, I received a call from PC Richards telling me parts had arrived and please schedule service. I scheduled service call for the following week. On morning of scheduled service, technician called to inform only 1 of the 2 required parts arrived. Approximately 1 week after that a call arrived informing parts had arrived. service call was then scheduled for following week. We are now into October. Technician arrives with parts and is unable to repair unit. He (PC Richards employee Travis) tells me that the dishwasher needs to be pulled out from wall and he cannot figure out how his installation team installed unit. He requested I call customer service to arrange installation crew to arrive, remove unit, for his repair. i call and speak to representative on customer service. Employee tells me this is an unusual request, that they would have to speak to technician and supervisor and get back to me. A few days later, customer service calls me and tells me that the original install was 2009, too long ago for them to be responsible. I immediately called PC Richards corporate office and spoke to a senior customer service representative. She (name unknown) agreed that this was unreasonable and after waiting a while, she guaranteed that both the installation team and service team would be at my home 11/**/2015. The service tram arrived, but the installation team did not. Because the installation team did not arrive, the dishwasher was not repaired. I called customer service again and PC Richards HQ. I spoke to 2 people in customer service. Brandi & Diane. Each time I had to recreate the story and they had to look up my order. after 45 minutes, I asked them if they could repair this unit or if not, could they replace. I noted to them I would out of country from 11/** to 12/** and need to have unit working before I leave. I was told that they could not commit to either, that the decision was that of a supervisor named Kevin. I was told it would take a few days for hem to get back to me.

Desired Settlement: Either replace or repair without further delay, with compensation for time family members had to take of for PC Richards incompetence.

Business Response: Tell us why here...This customer is presently scheduled with parts needed to complete this repair on 11/**. If the dishwasher is not repaired at that time we will offer the customer full credit of what they paid us for the dishwasher in question in 2009 ($950.00) towards the reselection of a new dishwasher. Under the terms of our extended warranty the remaing time of their service contract would be satisfied by this exchange. The customer would not have to pay a new delivery or installation charge at that time.

Consumer Response: 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 and the matter has been resolved. I will follow up with BBB after next scheduled service calls - one for Friday 11/** and another for Monday 11/**.

Sincerely,

******* ******



 

11/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 4 appliances (GE top line brands G/E Cafe and Ge Profile) from PC Richards when they were offering or advertising that they will provide rebate that matches that of the manufacturer GE sometime during the Xmas Holidays on 12/*/2014. The sale man Anthony R******** and Manager Anthony G***** assured me that PC Richards would match GE as per the SALE advertisement. With their great sales talk, in addition to the appliances they persuaded me to buy extra 5 years warranty protection. There were some changes in model # when they had better sales promo in March 2015 but was assured by both men that my rebates is the same $500 from GE and $500 from PC Richards. Rebates claim form were filed on time (I bought also wine cooler and iMac in addition because I thought they were honest people.) The GE cafe dishwasher has not functioning properly, I called service 4 times, and the service guys are from GE. I was told by the service guy that GE give 1 year warranty, but I already paid 5 years warranty to PC Richards.) I received deliveries months after (3-**-2015) as agreed because I was having complete kitchen renovations. After deliveries, I followed up with GE my rebates, after few weeks, I received my $500 rebates. When I followed up with PC Richards they said, I am not entitled to any. I called my Salesman Anthony R******** immediately, and he told me they have to give it to me because PC Richards had no reason not to. He promised me to follow up my rebates. Many times I called Anthony almost every week. When he was not around, I spoke with different managers, and was told to refer to Anthony. I spoke with Managers Robin and Robert, on different dates. Both told me they would l refer to the general manager. On 8/**/2015 I spoke to Robert and told him, I will post my complaint on the Internet, and PC Richard better honored their promise because $500 is not worth the bad publicity. Still was ignored. I called Anthony salesman and said the manager named Martin was taking care of it and was trying to override the promotion or will get in touch with GE. I called again after two weeks, Anthony referred me to Martin the manager, and Martin asked if I am willing for $200 or $250. I said no, and he said he would talk to upper managent on his meeting next week. Week after, Martin said he is about to go to the meeting, he asked again if I accept $200/or $300, lesser than $500 I said no. He said he would let me know. It has been 3 weeks; I did not get a response from them. The last time I spoke with the salesman, in Sept 2015, that besides my rebates I want to cancel my 5 years warranty since GE is servicing it not PC Richards for the first year and I therefore can claim the 5 years protection that I paid for. He continued to persuade me not to but I don’t trust them, and wouldn’t want to deal with them ever again.

Desired Settlement: I want my rebates of $500 and complete refund of my warranty of 5 years of $ 539.99. I can no longer trust the company to have the extended warranty and deal with them ever again

Business Response: Tell us why here...This customer should contact the District Manager of that store at ************************ and he will be able to assist them with the rebate issues and with the full refund of their extended warranties. They should give him their invoice number ********* so that he can investigate this matter to see what happened and why they are not receiving their $500.00 rebate.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Nothing has been done.  I sent an email-to ************************ by clicking as per instruction above, not sure if you BB (you) are Cc'd.  today at 11:55AM.  Copy of email cut and pasted bel


Dear *** **** *****,

 

As per advise from the The Better Business Bureau, I am emailing
you with regards to my claim of $500 rebates for the GE appliances I bought and
a full refund of the extended warranties of $539.99 as per invoices *********** **** **

 

I file a complaint to the Better Business Bureau because I have
exhausted my patience with your people.  My complaints are that your
company does not honor what you advertised and what your people told me with
regards to the $500 rebates that matched the manufacturers and also refund in
full of the extended warranties amounting to $539.99.    If both your
Salesman Anthony R******** and manager Anthony G***** (who both gave me their
business cards at the day they assured that I am getting the rebates) 
just to induced me to get the 5 years extended warranty, then they have
misrepresented your rebates promotion.  I relied on their words to make my
decision to purchase both the appliances and the warranty.  Reliance of
what your sales people told me in your store is admissible in the court of law.

 

I did my very best to follow this up as documented on my
correspondence to the Better Business Bureau.  The time I put in just to
follow up the money that belongs to me and the aggravations I have had, is
worth more if have to bring you to court plus your bad publicity.  This is
not about the money, but the principle that every reliable company  must
adhere to.    Your tactics to manipulate people and induced them to
buy your products must be stopped immediately.

 

This is your last chance to give me  back my money.  I
addition, I want you to train your employees and your company to stop false
advertisement.   I know for a fact that they work on commission and
not salaried so probably they do what they do.  I also asked BB to publish
my BB complaint so that it will alert people to be very careful in dealing with
company like yours.



 

Thank
you.









Dear *** **** *****,

 

As per advise from the The Better Business Bureau, I am emailing
you with regards to my claim of $500 rebates for the GE appliances I bought and
a full refund of the extended warranties of $539.99 as per invoices ***********
thru 6.

 

I file a complaint to the Better Business Bureau because I have
exhausted my patience with your people.  My complaints are that your
company does not honor what you advertised and what your people told me with
regards to the $500 rebates that matched the manufacturers and also refund in
full of the extended warranties amounting to $539.99.    If both your
Salesman Anthony R******** and manager Anthony G***** (who both gave me their
business cards at the day they assured that I am getting the rebates) 
just to induced me to get the 5 years extended warranty, then they have
misrepresented your rebates promotion.  I relied on their words to make my
decision to purchase both the appliances and the warranty.  Reliance of
what your sales people told me in your store is admissible in the court of law.

 

I did my very best to follow this up as documented on my
correspondence to the Better Business Bureau.  The time I put in just to
follow up the money that belongs to me and the aggravations I have had, is
worth more if have to bring you to court plus your bad publicity.  This is
not about the money, but the principle that every reliable company  must
adhere to.    Your tactics to manipulate people and induced them to
buy your products must be stopped immediately.

 

This is your last chance to give me  back my money.  I
addition, I want you to train your employees and your company to stop false
advertisement.   I know for a fact that they work on commission and
not salaried so probably they do what they do.  I also asked BB to publish
my BB complaint so that it will alert people to be very careful in dealing with
company like yours.

 

Thank
you.




Sincerely,

***** ******




 

Business Response: Tell us why here...I do not understand the rejection. The diswahser in question can be exchanged for the exact same make and model as an even exchange with no money out of pocket to the customer. There is nothing about any refund The diswahser is under the manufacturers warranty and we still have the same model in stock in order to do that exchange. All the customer has to do is contact the store and they will complete the necessary paperwork to get that exchane done.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Your response below  said something to return and get a refund.  You are supposed to replaced -deliver a new one and pick up the old and install the new.

 

Tell us why here...$500.00 was already refunded back to this customers PC Richard credit card on 10/**/15 and now we are waiting for the customer to contact the store or Mike E**** with a date to pick up the G.E.dishwasher so we can refund them the $819.69 that they paid for that unit. We cannot refund that until we pick that unit up and it is returned to our warehouse. Customer should contact Mike E**** at ************************ to get this done. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***** ******




 

11/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a new console on August **,2015 instead i received a used non working game console The seller at the store told me that I have 30 days to returned/exchanged and rush me out the store.I complaint from from the beginning Now is November * and I no body has resolved my problem . I was ROB , this is a FRAUDULENT action from PC Richard and son sellers.manager just laugh of me said it's your problem no my.They just ignored the consumer affairs complaint resolution center no answer or resolution have been made . PC Richard is stilling money from clients reselling used/refurbished products that then you have to send to repair . Isn't new product money most be refund or exchanged console for a NEW ONE. Not used and good working conditions!!!!! honesty, integrity, and reliability It's three things that they don't know. This is a scan. investigation and audit most be done. Return Police most be at the entrance of store and next to cashier ,not hired at the back of store. From now on I will advised any body do not to buy at PC Richard!!! Fraudulent behavior most not be tolerate from no body.

Desired Settlement: Refund the money do to it was not a new product never work from day one and an apology for all the inconvenience and humiliate low treatment by seller and manager at the store.

Business Response: Tell us why here...This customer has disputed this sale with their credit card company and we are still awaiting to see the outcome of that dispute. The other issue is that we do not exchange or service Sony Video Games as the customer has to send it to Sony under their warranty. Perhaps this customer should contact the District Manager of that store at ****************** to see if he can resolve this issue for them. They should give him the invoice number of that sale *********.  

11/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a washer and 10 year warranty. Washer is 2 years old and rusting apart. Basket and top metal getting all clothes rust stained. This has ruined $800 in clothing.

Desired Settlement: I would like a refund or replacement for the washing machine.

Business Response: Tell us why here...Customer is being contacted by Andrea A**** (one of our supervisors) with an offer to receive full credit to reselect a new washer. Under the terms of our contract the remainder of the customers extended warranty will be satisfied by this exchange. Actually our extended warranty does not even cover cosmetic issues such as rust but from the pictures that tthis customer sent to Andrea the rust is so bad that the washer is virtually unusable and that is why she will be making this offer.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[PC Richard misled me about the warranty and made me select a much cheaper washer.  PC Richard should have repaired the washer and left my original 10 yr warranty in effect.  This was consumer fraud.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** *****




 

Business Response: Tell us why here...This complaint was resolved between Andrea (one of our supervisors) and **** *****. I suggest that *** ***** check with his wife to see what she and Andrea agreed upon. Customer was issued full credit of what he paid for the old washer and could have reselected any washer that wanted up to the amount of that credit and if he picked a washer that was more expensive he would have to pay the difference. I also believe that Andrea was going to carry over some of their old extended warranty on to the new washer. Customer can contact Andrea at ###-###-####.

10/29/2015 Problems with Product/Service
10/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sept ** 2015 i called 1*********5 to place order #*********, 5 minutes later i thought i might miss a compression ring so i called again, i was told the first order is completed but i emphasized that it's only 5 minutes ago and i do not want to pay another $9 shipping, i want to add this item to the order just placed, 2 minutes later i was told the total is $12.13 and i agreed with it (total amount for the first order and the compression ring). however, the $12.13 is another order (#*********), 2 packages are received, i was charged 2 $9 shipping, and i found the compression ring in the second order is included in the first order, actually i don not need this extra compression ring. one week ago i requested pc richard parts for refunding the second $9 shipping but no response.

Desired Settlement: refund the second $9 shipping

Business Response: Tell us why here...The number that this customer called is for a parts department and they will have to resolve the issue with them because we have no invoice to refer to in order to do any type of refund or even to track their parts order. They should ask to speak with a supervisor at that number and he should be able to resolve the issue for them. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:    Headquarters should forward this case to the concerned dept instead of asking customer to do so because I did request but got no response

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ***




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 order # has been provided, here is the # again I********.

 

thank you 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ***




 

Business Response: Tell us why here...Thank you. We shall give that order number to SERVALL, and their manager Mike M***** will be in touch with the customer to resolve their issue. 

10/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 packages from them and they only sent 2 items out of the packages. They are refusing to send the rest of the items saying it was an error on the listing.

Desired Settlement: Send the rest of the items I purchased.

Business Response: Tell us why here...This customer must contact the head of our Internet Sales Department at ****************************** in order to get this matter resolved. He can also be reached at ###-###-####.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have already spoken with both the Internet sales manager and a representative from the corporate office. We did not result love the issue. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ****


 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 I will reach out to Jason who I had spoken with. I did not accept the offers because I had placed two orders and they were only trying to make right on one.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ****




 

Business Response: Tell us why here...ok, but there are notes from Jason that a $100.00 Gift Card was offered and we would take back both orders if the only reason the customer ordered them was to get the merchandise that was offered in error. Customer can reach out to Jason at ****************************** in the event that he does not have that information. 

10/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ****** ********** and I am writing this letter in regards to a GE refrigerator I purchased at PC Richards in 2008 model #GSH25JFXBB invoice ********** I am very disappointed on the service that I have gotten from GE and PC Richards. I purchase the refrigerator and service contract in 2008 with in less than 1 year of purchase I used my contract two times in 2009 I used it again 2 time in 2010, 2011, 2012, 2013, 2014, and 2015. as you can see, I have completely used the service contract too many times for 1. the rubber coming off 2. not getting cold 3. my veggie compartment not working 4. the ice maker not working .. 3 service calls on this I have had over 7 or more calls on this product I asked for a new refrigerator serval times and was told that it can be fixed we will send out a service rep. On serval calls the same rep will come out.. I explain to him what the problem is and he said only GE and tell me what they can do when it comes down to replacing. I have called PC Richards on serval occasion about this product and they advised to call GE it's been a back and fort with both companies since the problem started I purchased the service contract and they came out and I am still having the same issues as of today with My refrigerator .. my veggies spoiling and my ice make not dispinning the ice and my water comes out warm the freezer over freeze all my food the Ice machine makes the ice but it taste is bad.. I have been complaining to both companies.. I did get a service contract i was told that I use my contract for five yrs with in 3 yrs. I was given a extented giving 6 months which in May of 2015 a service rep came out and changed the ice maker again told me to buy a new filter again. Two days after all that the ice maker still didn't work and the water is still warm. I have called the store I purchased the product they advice that I call coorparate and GE.. I explain to them that it has been a revolving door with this .. everyone is passing me on and now I am stuck with a refrigerator that doesn't work. my food is spoiling and my meats and ice cream is freezer burnted. All I asked for was a new refrigerator when this all started when I had my service contract .. but I was giving the wrong advise by both PC Richards and GE I paid $$ too much for a refrigerator that doesn't work. I would like my money back or a new refrigerator. This is a inconvenience on my finance and my life. Required Field

Desired Settlement: I would like a refund or a replacement.. I would like for PC Richard and GE to honor their product and what they say they can do for their customers that have kept them in business for all these yrs..

Business Response: Tell us why here...As per **** ************ (one of our supervisiors) there are specific notes on this customers invoice that he already extended their contract which should have expired in 2014 to 2015 as a one time courtesy in order to place a service call at no cost to the customer. That contract has now also expired and there is nothing we can do to further assist this customer. If they would like to discuss the issue further they should contact **** at ###-###-#### but his notes are very specific regarding this issue.

10/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Disclosure of personal information & debt ratio to another individual other than myself by a representative of PC Richard & Son in an attempt to collect a debt and to have a location for me.. Harassment by a PC Richards & Son to an individual other than myself by a representative of PC Richard & Son in an attempt to collect a debt. Numerous phone calls to other individuals not associated with debt and the business location in an attempt to collect debt Threatening comments : I am trying to be nice, but she is leaving me no other options but to do what I have to do!! Lack of communication between representatives regarding the account between Nicole & Billy regarding willingness to come into the store to make a payment

Desired Settlement: I would like an apology in writing from the District Manager/Distribution Manager Billy G**** ( Spelling of last name may be incorrect) for disclosing my personal information regarding my balance owed to the company to another person other than myself. He called another number that was not listed for this purchase and spoke to those individuals asking for a Leslie and proceeded to give information regarding the debt , the amount owed . He stated that he did a google search. This is an invasion of an individual rights and privacy. I would also like the balance that is due of $ 4,060.84 dollars to be dissolved as a credit. I am requesting this due the harassment& threatening comments that was done by this individual stated " I am trying to be nice, but she is leaving me no other options but to do what I have to do !!" She owes PC Richards & Son this money . He also called the individual who he disclosed the information to at 4 times. As well as he called the business location several times asking the receptionist for person information on the owner

Business Response: Tell us why here...Customer should contact Billy G*** at ************************ to resolve this issue directly with him.  It is not possible  for anyone other than Billy to offer the apology that they are looking for on his behalf especially since we do not have any of the facts regarding this entire affair.  

10/22/2015 Problems with Product/Service
10/21/2015 Problems with Product/Service
10/20/2015 Problems with Product/Service | Complaint Details Unavailable
10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased an air conditioner on 7/*/15. Took a day off for the delivery. (2) delivery men installed the system into the window sleeve and said the ac didn't come with a frame (which was featured on the display) Used the ac that night and realized that the top of the ac was a puddle of water and underneath the system was wet. My super looked at it and said it was not properly installed. \ I contacted PC Richards and spoke to the salesperson and rescheduled for a specific day... never heard from them and when I called they had me scheduled for a different day which I was not available. Spoke with the manager Alfredo who said to e-mail him when I was available to reschedule for the second time. I contacted the manager via e-mail and requested a 2nd install and reminded him that the installers should bring the border. I never received a reply to my e-mail and had to make several follow up calls to get an confirmation. 9/**/15 the workmen came to reinstall the system. When they pulled it out water emptied onto the floor. Good thing I had cardboard and towels to soak it up. Finally the ac was once again installed and no border piece! I again called the manager and he said he would mail it and I should receive it in 2-3 days. NEVER RECEIVED I! Also, the next morning I noticed that my parquet floor was damp and the flooring was curling up. PC Richards is responsible for this and any damage to the apartment below. I AM A STORE MANAGER AND WOULD NEVER TREAT A CUSTOMER LIKE THIS !!!

Desired Settlement: I want the Border piece that belongs to the air conditioner unit and my floor fixed..

Business Response: Tell us why here...Do not know what " border" this customer is refering to because all our installers did was to slide the new air conditioner into the existing sleeve from the customers old air conditioner. As for the damage claim, the customer must call us at ###-###-#### to file the damage claim and the telephone representative will ive them instructions as how to proceed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[The person who responded to this complaint is uninformed or did not bother to checkout this situation. 
A).  9/** AC Reinstall I spoke with Alfredo the manager who said he would mail the Trim Frame and I would receive in 3 days. Never received it! 9/** Spoke with Salesman Ruddy and he confirmed this air conditioner comes with a Trim Frame which I still want. 
B),  9/** AC Reinstall; the unit had to be removed from the wall so, it could be properly installed. As the service man pulled out the unit I noticed that water was poring out all over the floor and it was a lot of water! I quickly got towels to soak up the water & placed cardboard on the floor to absorb any water left. Can't believe they didn't bring any materials to protect the floor while they were working!  Next morning I noticed  damage to the floor as pieces of the parquet floor were curling up..  The floor needs to be fixed
C).  PC Richards is responsible if there is any damage to the apartment below
I'm in the customer service business and I am floored by the lack of communication, service and satisfaction this store provides to their customers.     


 

 

  I

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

* *******



 

Business Response: Tell us why here...If customer has damage they must call us at ###-###-#### and have the telephone representative file a damage claim and they will be instructed as to what they have to do in order for the claim to properly be processed. That is the proceeure for all damage to property claims and our installers are all insured.

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My refrigerator needs repairs. I have had 3 separate appointments scheduled to have the repairs corrected. After the first 2 scheduled appointments the repairs were not done. I was told that parts had to be ordered. According to PC Richards, the parts were ordered after the first scheduled appointment. So I assumed at the 2nd scheduled appointment, that the repairs would be done. Only to be told again, that the same parts had to be ordered. I scheduled a 3rd appointment with a specific request that the repair person arrive after 3:00 pm due to my work schedule. At this point I have already lost 2 days pay from my employer. PC Richard agreed to accommodate my time request. I received a call regarding the 3rd appointment and was told they would arrive at 7:30 am the following morning, not after 3:00 pm. My refrigerator is still not fixed. Please help

Desired Settlement: Please fix my refrigerator.

Business Response: Tell us why here...Parts needed have arrive and if the customer calls us at ###-###-#### a telephone representative will be able to schedule an appointment to have them installed. If a specific time is required the customer should ask to speak with a supervisor to see if they can accomodate their request. We also service on Saturdays in the event that the customer does not want to take a day off from work. A supervisor should not have a problem scheduling an after 3pm service call for them.

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Samsung dryer from PC Richard on 9-**-12 with a 5 year extended warranty. The dryer has needed repair 4 times in the last 3 years. Each time it requires 7 days to get a technician to look at it and this creates a huge inconvenience for the family. The most recent technician acknowledged that previous work was not done correctly. It seems that the previous repairs have been done just to temporaryily get it running hopeing that the warranty would expire before more repairs were needed.

Desired Settlement: This unit is obviously a "lemon" that will never work correctly. I would like this unit replaced.

Business Response: Tell us why here...Parts needed have arrived from Samsung to complete this repair. The customer should call us at ###-###-#### and have the telephone representative set up a date to have them installed. Then, if this does not resolve the issue with the dryer we will give the customer credit to exchange that dryer.   

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in the middle of August 2015, I purchased three Samsung refrigerators. The sales representative was Irving. He gave me a package deal at the tent sale in North Haven, Connecticut. The sales representative and I made did a complete inspection of the items and made sure that there were no dents present on any of the three refrigerators. When the delivery came, they sent out a sub-contractor delivery person. All three refrigerator had multiple dents in the front on the doors, which were NOT there when the items were purchased!!! I called to try and resolve the issue. I spoke with the manager, Robert, who assured me that he was going to compensate me for the inconvenience and try to get new doors ordered for all three refrigerators. One of the refrigerators is a Samsung Chef Pro. The freezer and the touch screen on the door does not work on this particular refrigerator in addition to the dents. I was told that this refrigerator was just a returned item, but obviously this was not the case. For a whole month, the manager, Robert, has not responded to my many phone calls. When I call the location, they put me on hold for over 20 minutes every time I call, and the manager refuses to get on the phone with me. Finally, I received a call on September **, 2015, from the sales representative Irving. He called me from his personal cell phone number, asking me to send him pictures of the serial numbers and damages on all of the refrigerators. I did this immediately. On September **, 2015, a technician from P.C. Richard came out to review all the damage. He said that the Samsung Chef Pro had been taken apart before. He said that it looked like this refrigerator already had issues before. He also said that he wrote in the order for multiple parts that he thought might fix the issues. He then HIGHLY recommended that I call P.C. Richard and request that they send a new refrigerator and that I should not take a chance with it. On September, **, 2015, I called P.C. Richard to try and speak with Robert, the manager, again. I was put on hold for about 30 minutes. Every single time that I call, they know who I am and they avoid me. This is the most unprofessional company that I have ever dealt with. Their service is extremely poor. Their turn around time to resolve issues is very poor once the sale has been finalized. Robert should not be a manager at all, let alone involved with customer service. I am going to file a complaint with the BBB, P.C. Richard Corporate Office, and Department of Consumer Protection. P.C. RICHARD NEVER AGAIN NO RESPECT.

Desired Settlement: I want the doors fixed on my 2 refrigerators, and my 3rd one replaced completely, also want to be compensated for my inconvenience. Also would like Robert fired.

Business Response: Tell us why here...The Samsung refrigerator in question is being exchanged on 9/**/15 and substantial price adjustments have already been made to the other 2 refrigerators . If this customer has any further issues or complaints regarding this transacation they should contact the District Manager for that store directly at ************************** and he will be able to assist them

9/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a 5 year warranty on a Whirlpool refrigerator which has been leaking water intermittently from underneath the refrigerator over the past few months. I have listened to the warranty department state that they need to send a mechanic who is a specialist in our product over and over. I have voiced my concerns with the warranty company that I would like a replacement refrigerator since a certified appliance technician from both parties (pcrichards and their affiliate company) attempted to fix the leaking refrigerator a total of 4 times without success. In the warranty it states if they cannot fix the issue a replacement product of equal value will be issued. I WANT MY REPLACEMENT PRODUCT. I'm tired of waiting for ANOTHER technician. SOMETHING IS CLEARLY WRONG WITH THE PRODUCT> MY FLOORS ARE BEING DESTROYED FROM WATER DAMAGE.

Desired Settlement: I would like a replacement refridgerator as promised in the warranty. IF the company wants I WILL ALSO ACCEPT A REFUND OF THE PRODUCT VALUE 1,399.98 plus tax! SENDING ANOTHER MECHANIC TO FIX THE ISSUE IS NOT AN OPTION SINCE WE HAVE PATIENTLY WENT THROUGH 4 ATTEMPTS UNSUCCESSFULLY. I DONT BEILIEVE THE NEXT MECAHNIC CAN FIX THE ISSUE. I ALSO HAVE HAD TO TAKE OFF FROM WORK TO LET THE TECHNICIAN IN WHICH IS COSTING ME MONEY SINCE I HAVE TO BE HOME FROM WORK. 4 TIMES IS ENOUGH .

Business Response: Tell us why here...Customer has a service call scheduled for 9/** and if the problem is not resolved at that time we will issue a credit to reselect a new refrigerator. At that time the remainder of their extended warranty would be satisfied and if the reselect a new refrigerator that is more than the credit issued, (they will be given full credit of what theye paid us in 2012), they will be responsible to pay the difference in cost.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******** ******



 

9/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a very old washing machine which stopped working on March **, 2015. I needed to purchase a new one and had decided after visiting a few stores to purchase one on April *, 2015 at P.C. R****** and Son's ********* ****** location since I have purchased other items for my home from P.C. R******'s in the past. The washing machine I purchased was the LG WT1101C model which came highly recommended by the sales clerk and I did do some research prior to and this washing machine was touted as being very thorough with cleaning everyday garments and normal bedding items. I asked the sales associate if there were any drawbacks or limitations with the washer and was only told about the use of special detergent and asides from that nothing. I also asked if there were any negative feedback received about this washer and was told nothing. I purchased the washer along with the matching dryer, and these items were delivered on April **, 2015. I noticed after a few washings how my clothes did not smell as clean and how they were extremely wrinkled. After a few weeks, I decided to wash a washable raincoat which did not come out well and when I called the manufacturer, I was told that the machine cannot wash items other than regular clothing and cannot wash any waterproof items? I thought that was highly significant issue considering most people in the northeast wear these items. To resolve the washing issues, I tried different settings on the machine and still received the same results. When I returned to the P.C. R******s where I purchased the washer to inform about my issues which of course was past the 30 day time frame by 13 days, I was told sorry we can't do anything for you and was abruptly dismissed. I decided to write a certified letter to the President of the company which was received on June **, 2015 to see if it was at all possible for me to exchange the machine for another make and model in which I would pay more to do so and received no response by letter, phone or email, all of which were listed in my June **** letter which spoke volumes. I have now had this machine for 4 months and have had to resort to washing items by hand to get them clean since this machine is absolutely horrible and useless.

Desired Settlement: As stated in my June **, 2015 letter to the President of the Company, all I want to do is exchange the washing machine for another brand model that would clean better and wash my waterproof items.

Business Response: Tell us why here...To the best of my knowledge, there are not any washing machines that will clean waterproof garments. As for the letter sent to our president in June, it is very unusual that they would not have received any response since all letters received are assigved to someone to answer. This customer should re send a copy of that letter to ************************** as she is the executive assistant to Gregg R******, to see if she can assist them in any way regarding this issue.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The response is telling me to re-send a copy of my letter via email to the President's executive assistant to see if she can resolve the issue which is not resolving the issue.  As requested in the business response, I sent an email to the executive assistant at ************************** today, Thursday, September **, 2015.  Below please find a copy of the email sent.

Dear *** *****,
I submitted a complaint to the Better Business Bureau ("BBB") on September *, 2015 regarding a washing machine I purchased back in April of this year and a response was sent to me today, September 10, 2015 from P.C. R****** via the BBB email response.  The response stated that I should re-send you a copy of my letter previously sent to the attention of Mr. Gregg R****** back on June *** 2015 (please see attached along with a photo of what I have been experiencing when washing clothing). The response also stated:
I should have received a response from P.C. R******'s corporate department which I did not, hence why I submitted a complaint to the BBB; and To their knowledge, there are no HE washing machines available on the market that handles waterproof clothing which is incorrect.  There is one in which P.C. R****** currently sells.
All I want is a quick resolution to this issue and as stated in my letter and please advise.
Regards,
****** ******
 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response: Tell us why here...*** ***** will contact the customer as soon as she receives the e mail.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

****** ******



 

9/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We bought a new Whirlpool refrigerator from PC Richards. Online. The refrigerator was delivered to our house. This was to replace a refrigerator in our garage which had been there for 10 years. The refrigerator stopped working in 10 days. We lost over $200 worth of food. It took PC Richards 4 days to send a tech. The tech came and told us that the frig was not made to be in a garage. Even though he fixed it, it could happen again. I called customer service to ask for this unit to be exchanged for a unit which could withstand being in a garage as our previous unit had been there for 10 years with no issue. The rep (Toniesha) refused, saying that the tech's report only says that there was an 'overload' and that the 'relay' was fixed and had nothing to do with the temperature in the garage. She wanted me to duke it out with Whirlpool. The reason we went to a big vendor like PC Richards is because they have more clout with Whirlpool than we do. ( I once had an issue for a frig in my office. Whirlpool would not listen to us and ****** replaced it with no issues and it was 3 months old!!) This is not acceptable. The Frig stopped working within 10 days of coming home, we lost $200 worth of food and the factory trained tech from PC Richards came and told us that this was not going to work in the garage. What confidence do we have to leave food in there again??

Desired Settlement: I would like the refrigerator taken back and either refunded my money so I can buy it from ****** or to be exchanged for a refrigerator which is 'garage ready.'

Business Response: Tell us why here...Customer must contact our Internet Sales Department  @ ###-###-#### and give them their invoice number **********. A return authorization has been placed on that invoice and they will be able to process the exchange for this customer.

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought a refrigerator from pc richard's and son retail store. About 2-3 weeks ago I called the service department to fix an issue i had with my refrigerator, which were the light bulbs not working and the cushion from the refrigerator rim door was dysfunctional. Pc richards send a contractor name christens appliances which he fixed the light issue and replaced the cushion rim door. That same day my daughter had speech services being done at home, so i really couldn't check at the moment what the repair guy was doing. My assumptions was that a big corporation like pc richards will hire the best repair company for their customers. That same evening i noticed the door wasn't closing properly and the food was dripping water like sweat because the refrigerator was acting like its opened. I then examine the cushion that christens repair guy replaced and it seem that the cushion didn't fit in the door and looked like it was forced in. I called pc ricahrd service department which is giving me the run around. I want my issue to be fix immediately its been one week and still no more has to come to my home to fix it. This is unacceptable for a big retail store to treat their customers.

Desired Settlement: fixed my problem and don't want the same guy to fix my issues please.

Business Response: Tell us why here...Cutomer is under the manufacturers warranty at this time but they can cqall us at ###-###-#### and a telephone representative will contact the manufacturer to see if they have a different servicer for this customers area.

9/10/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Had a fridge delivered, Four days after we closed on our home. The delivery people ripped a hole in my kitchen floor. This happened about a month ago still getting the runaround from customer service and their vendor people about fixing my floor. They have not even come out and look at the floor.

Desired Settlement: Repair or replace my kitchen floor. Or a partial refund so I can get the floor repaired or replace.

Business Response: Tell us why here...Damage to home claims are all handled by our Damage Control Department. Customer should contact **************************** give him their invoice number and he will be able to assist them.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Today 7/* is a month since this has happened. With all the phone calls back and forth this is the first time this  name/email to contact has been given to me. 
As I write this someone is at my house replacing my floor.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

John Cameron




 

Business Response: Tell us why here...Ok. So, I guess this complaint will remain open until the repair is completed.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** *******



 

9/7/2015 Problems with Product/Service | Complaint Details Unavailable
9/7/2015 Problems with Product/Service
9/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress set from PC Richards a few months back when I moved to my new home. I began noticing bit marks all over my arms and legs but kind of brushed it under the rug. it just didn't seem to be getting better then a few days ago I noticed a weird bug on my bed. I never once thought or assumed it could be bed bugs. As everything in my home is brand new. My mother in law advised us to flip the mattress and check the box spring and low and behold they were in the box spring. I have checked the rest of my home nothing my kids beds everything else is fine. We took off the material part of the box spring to check and they were all inside of the lining of the box spring. I'm assuming because I'm constantly cleaning my home they didn't spread. I reached out to the company they basically told me there is nothing they could do to help or even help dispose of the mattress. I have a 5 year warranty on them and I'm sure if my box spring had it there are plenty more as well.

Desired Settlement: I would like to get my money back, as well as have them cover the fee for removal and cleaning products to exterminate.  I do not want store credit or to swap out mattresses in fear to receive another with the same issue.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* ****



 

Business Response: Tell us why here...Please contact Pamela Mays at ************** and she will be able to assist you in this matter as she is in charge of handling a issues concerning mattress sales and problems. She can also be reached at *************************

9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/*/13 I purchased a Friedrich Air Conditioner (window unit) from the P C Richard and Sons store in Milford, Ct. At the time of the purchase, I also purchased an Extended Service Protection Plan for 5 years at the cost of $199.99 plus tax. The total cost for this transaction was $676.51. On 8/**/15, the window unit was leaking. I was referred to customer service and informed them of the leakage. I was placed on hold, and when the representative returned on the line, she (*****) said no one she contacted from her list would come to repair the unit. No reason given. As I was on the Internet, I gave her a list of names from Home Advisor from my area. She told me she contacted Total Mechanical Systems, gave them the information and they would be contacting me. They never did. On 8/**/15, I awoke to find the unit leaking water again, now the ledge under the unit as well as my floor were soaked with water. As it was a Sunday, in the middle of a heat wave, I spend hours trying to find someone to come and repair the unit. Thankfully, I found a wonderful company and the repair was made the same day. On Monday, shortly after 8:30 a.m., ***** called and said they were going to replace the unit. I said "no you are not". This is the second unit I have purchased within the past 5 years, and all I wanted was a reimbursement of the repair, as well as a refund of the Extended Service Protection Plan, as more than 3 years remain on it. She said she would discuss this with her supervisor and call me later that day. No call. On 8/**/15, I received a letter from P C Richard indicating the unit was unrepairable under the service contract and they would replace it with certain guidelines. Some of those include... I have 30 days to respond, if the purchase price was more than the replacement, the excess would be voided, if the unit was replaced, the existing service contract will have been fulfilled and I could purchase another extended service protection plan at that time. Seriously, they can't honor the plan that is in place now. All I am asking for is reimbursement of the cost of the repair ($176.54) and the unused portion of the 5 year protection plan which has over 3 years left (120.00) plus tax. I received a phone call from Mile W*** on 8/**/15 and he reiterated the same. They will replace the unit and refund the repair cost. I do not want another unit. they are pretty much impossible to find someone to repair them, and all I am asking for is what I've indicated above. P C Richard will definitely be making out on this deal, especially since I will take care of the cost to replace my window ledge that was water stained.

Desired Settlement: As stated above, all I am seeking is reimbursement for the repair as well as reimbursement of the unused portion of the 5 year extended service protection plan I purchased. Nothing more, nothing less.

Business Response: Tell us why here...Under the terms of our extended warranty if the unit is deemed unrepairable we will exchange it for a new one and the remainder of the extended warranty will be satisfied by the exchange. Customer should contact Mike W*** at *********************** as he has already authorized the exchange on invoice ********* from the customers original invoice **********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] As I have previously stated, I am not interested in replacing the unit. This is the second one I have purchased in 5 years. The extended service contract is useless since no one will service the unit. I am only requesting reimbursement of the repair cost as well as the remaining 3 years on the existing extended 5 year warranty I purchased.   

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** *******




 

Business Response: Tell us why here...The customer should contact mike w*** at *********************** and he can arrange for the refund of the cost of the repair and any monies that may be due that is left on the remainder of their contract. That contract will then have been cancelled and the customer would then be on their own regarding any future repairs. They can also reach Mr. W*** at ###-###-#### if they want to spek with him on the phone.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******** *******



  I have received reimbursement of the requested amounts and I apologize for the delay, but I was hospitalized on 9/*/15, and returned home this afternoon. Thank you 

9/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: my west-westing refrigerator which was 2 years old was diagnosed with a bad compressor which caused about $200.00 of food to spoil and be thrown out to the garbage. i was given the run around originally about being honored my warranty and delivery fee on a replacement refrigerator, to avoid a long wait on the compressor and repair. in doing so i selected a new unit at the store. upon day before my delivery i was emailed and called confirming my address and confirming delivery date and time for 8/**/15 in a windowed time frame of 1245-345pm to my house. i found they ignored to give me a courtesy call about the fridge being no longer available. so i had called the ***** number on their website, and was rudely spoken to by a rep and cut me off multiple times and refused transfer me to her manager. doing so i had called the store and now i have to go through the same process picking out a 3rd unit. with zero compensation given on your behalf, no check to cover the food or credit to the store was issued. im going on 4 days without a fridge, and this is ridiculous.

Desired Settlement: i want credit to a better unit, or you to write me a check for the food. you have literally tossed me and my mother in law whom which at this point wants to cut her card up and close her line of credit with you.... either you make this right or we will take our business else where. * **** from customer service corporate reference *******.

Business Response: Tell us why here...Unfortunately, our extended warranty has np provision for food loss. According to our records the customer is scheduled for the exchange on 9/*/15. They must contact the store manager at the store where their purchase was made if they are seeking any additional compensation due to the availablity of the new refrigerator.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

yes scheduled for delivery 9/*, i was scheduled for a delivery on 8/** after i selected a new fridge on 8/**. your store showed me you have 80 units available, but yet i was put on a back order you failed to give us a call to let us know. your own guys said your shipping and warehouse department are giving you a bad name AT YOUR OWN STORE!!!! even the manager said he was going to call because we had PROOF of delivery between 1245-345 on 8/** and yet you fail to make an exception in your policy. i am out raged, if you refuse to do so i am cancelling my line of credit with you and i am no longer going to shop at your store ever again. i have to purchase a new convection oven in the 1000.00 range(**********)... guess you wont see a dime(*****************). im sick of your tactics and your *********** i paid for a product, and a service called delivery in a windowed time frame, you failed to meet that  time frame, you failed to provide me with the product i purchased as well as rendering any usefulness of being the corporation for the store. you show that you dont give a **** *** about your customers. in fact i will be making a ******* video and making the world aware of your service. your disappointing and you should be ashamed of yourself. you sleep well at night feeding me a load of ****? my tenant has no refrigerator for 8 days. 8 WHOLE DAYS without a place to store perishable goods. all because i trusted in buying a appliance and a warranty from you.

make this right
.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ******




 

Business Response: Tell us why here...Your issue is one that has to be resolved by the store manager at the store where your purchase was made or by his District Manager. Please contact him and have him make things right. 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******** ******



 

8/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the delivery men total destroyed my home and my refrigerator and walls and everything they came in contact with i filed a claim they sent someone out that didn't complete the repairs and did nothing but lie about replacing my refrigerator i lost out on my $300 rebate as a result of all of this now everyone is passing the blame it's been going on since 6-**-15 my home is a mess i was at work at the time of the repairs and my husband whom is a DISABLE VETERAN was totally taking advanage of i have photo of everything.we had to cancel our holiday plans 7-*-15.

Desired Settlement: replacement of my damaged repair my walls doors rails and i would like my $300 rebate

Business Response: Tell us why here...There are many issues to deal with so Tony from our damage claim department will be calling her today.
1. What does the $300 rebate have to do with any of this???? Customer still has the G>E> Cafe refrigerator and the other G.E. appliances which concern the rebates she is taliking about.
2.As far as the home damages, it says repairs have been made and we have a signed copy to that effect. If she is not satisfied with the repairs, that is a different matter.
3. Tony just advised us that he called this customer and had to leave a voice mail message as she did not answer the phone. He will discuss all the issues with this customer to see what exactly she is looking for and will do his best to resolve all her issues.

8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a pair of outdoor rock speakers from them and within 4 to 5 weeks the speakers die on me. The speakers were switched out twice before because of faulty speakers. Now that the manager that was there throughout this problem was relocated they say that the cant help me. All I was looking for was credit to upgrade to a better speaker. When I called them on several occasions I kept getting the run around.(at the corporate office). Finally on 08/**/2015 after spending over a hour between hang ups a customer service adviser stated that all I was doing was trying to scam them......And when I tried to get him to get a manager on the phone he refused. By the way I used a second phone that had the manager from the Oceanside store (ed) listening to him call me a scammer......

Desired Settlement: If the want to credit the amount to the upgraded BOSE speakers I would do that as well. I would also like an apology for being rude and not professional.

Business Response: Tell us why here...I have placed a return authorization on this customers invoice *********  so that they can return the speakers and use that credit to upgrade to the Bose that they want to purchase. I will forward the apology part of the complaint to the district manager of that store and he will be in touch with the customer.

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased all of our appliances in march at the pc Richard in *********, ny. from the day after the appliances were installed we have been having issues with our fridge. the day after it was installed the entire fridge flooded due to a problem with the line in the ice maker. since then we have had the same problem with the ice maker on and off as well as the freezer temp raising anywhere between 27 and 32 degrees when it is supposed to remain at 0. in addition the fridge is making an extremely loud noise that has gotten progressively worse and is to the point where we cannot stand in the kitchen and have a conversation because we cannot hear each other. this is keeping myself, my husband and my children up at night depending on how loud the noise is (it gets loud then low, loud then low etc) we have had a tech at our house 3 times claiming that it is fixed only to have it happen again within a few days of them leaving. at this time the noise has been ongoing since wed 07/**/15 and we have had no ice since 07/**/15. I have spoken with several service reps, supervisors and managers in both the store we purchased the appliances and the main office of service in ***********. We have also contacted Frigidaire directly and were told that they will look into it but pc Richards never reported anything to them other than the first service call. at this point they claim that they are waiting for a part to come in (the main board to the entire fridge) and it will not be in for 5-7 business days. so they are expecting us to live with this noise for at least that length of time or even longer if that does not rectify it. my husband and I have to keep taking time off of work whenever the tech comes and we cannot keep doing that. they explained to us that there is certain "protocol" that needs to be followed for the warranty before they can discuss giving us a new fridge but at some point it has to be a customer service issue to have a customer that just spent close to $8000 in your store suffering like this. a fridge is a necessity, it is not something that I can just unplug so I don't hear the noise until they can fix it. I have a 1 year old and a 7 year old at home. please please help us

Desired Settlement: I believe at this point we are owed a brand new fridge which is what we paid for -

Business Response: Tell us why here...A return authorization has been placed on this customers invoice so that they can contact the store manager at the store where their purchase was made and he will process an exchange so that this customer can receive a new refrigerator.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I would be happy to accept the new fridge however please let me know what the process involves, how long I have to wait for the defective fridge to be taken and the new fridge be delivered and installed.  Is there any costs that I will incur.  obviously there is food in both the fridge and freezer so the swap would have to be at the same time so that all of my food doesn't spoil.  what happens with the manufacturers warranty?  does it start from the date the new fridge is delivered?  what happens with the extended warranty that we purchased? does it transfer over to the new fridge?  and would I get something on paper with the new serial# etc in case there issues in the future?
thank you

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT 
So as per your response I contacted pc richards and they did swap out the fridge (which is greatly appreciated ). They came on Friday around 3pm. They delivered and installed it and said that it would start to make ice within 24 hours give or take alittle. It's now Sunday and there is still no sign of ice.  I called the store and now I have to have yet ANOTHER tech come to my house. More time off  of work for either myself or my husband.   At this point I feel like  someone is playing a sick joke on us. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Business Response: Tell us why here...Let's see what the tech finds when he runs that service call. If this refrigerator  has a problem that is not easy to refctify, then we will have to exchange that one as well.  We do not manufacture them but we will stand behind the product. 

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purhased a Liebherr refrigerator 24"W, stainless steel, counterdepth, with an ICEMAKER, 71-9/16" H purchase price $2,134.96 plus tax. These specifications were repeated, confirmed and reconfirmed with the salesman. I was given false delivery dates for this the company issued me a $100.00 credit. Finally the refrigerator arrives and IT DOES NOT HAVE AN ICE MAKER. The manager tells me: how much trouble is it to fill a few ices trays?? continued" you do not want an ice maker: the water gets dirty in the line.." I could not believe what I was hearing, i was in the midst of an emergency and cut the call short, the manager tells me he is going to give me a $200 credit. Clearly this demonstrates they know they made misleading statements, sold the product they did not describe. He then proceeds to inform me if I want an ice maker it is an additional $1,300. THIS IS THE FIRST Time I heard that the salesman I worked with never mentioned that, he stated the price stated above and we proceeded with the transaction and later that week I also .

Desired Settlement: I move into the apt. 6/*//15 and unwrapped the appliances the refrigerator had a dent, a loud noise and water leak. Manager informs me to call service. I then tell the manager I have to return to refrigerator, not having an ice make is a deal breaker and I want him to take back the refrigerator. HE said "NO". What he did not say was clearly understood, later for you lady,.... do what you want you are not going to get anywhere. I proceeded to contact their corporate office to make them aware of the customer service practices of this retail location and the misleading statements made from the start. I want them to take the refrigerator and issue me a refund. NO STORE CREDIT THAT IS UNACCEPTABLE. I want nothing to do with this establishment ever they have not respect for the laws and rights of the consumer.

Business Response: Tell us why here...Customer must contact the District Manager for the store where their purchase was made at ********************* and he will be able to assist them.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[sYour Answer HerAe]

 As of today I have received no response to my email semt to Mr. Dan J**, District Manager of P.C. Richards whom I was told to contact by you

 Below is a copy of the attachment : email dated July * 2015.  Appreciate your contacting me to let me know how to proceed.  Thank you for your attention to this matter.  ******* ******

 
Dear Mr. J**,
 
As per correspondence received by me from the Better Business Bureau
Serving Metropolitan New York  regarding the above-referenced complaint I filed
against your firm I have been instructed to contact you as District Manager for
the store located on **** ****** 
in Manhattan you will be able to assist me with this issue.

I can be reached at *** *** ****.
 
Look forward to speaking with you.
 
Sincerely,
 
******* ******
*** **** **** ****** **** *** *** ***** *** **** *****
 
telephone:  *** *** ****
email:   ******************

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: The refrigerator in question is scheduled to be exchanged on 9/*/15 for a Blomberg on invoice **********. If the customer wants to change that date they should contact the store manager at the store where their purchase was made or contact the District Manager at *********************  
 

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Haier washer and dryer in November 2013. In less than 2 years the washer has been serviced 4 times. I also have an issue with the dryer that is a fire hazard. It will not shut off unless it is manually turned off. Each time the service technician assures me that the machine is fixed yet not one person has ever come to service the washer with any parts. I have been without a washer more than I have had one. This week a service person came on a Wednesday, argued with me that the machine was fine and on Thursday, the machine filled with water and stopped. On Friday someone came back and told me it was my responsibility to drain the machine and left. I have called PC Richards and asked about getting a refund. I'm told that because I spent the extra money and bought the service agreement which is good until 2020, I must keep this machine or I will lose my service plan if they replace the washer. Basically, I am stuck with a lemon for a washer, incompetent service people and a company that claims it stands by it's products but actually does not.

Desired Settlement: I would like to have some kind of credit toward purchasing a new washer and dryer. These machines are less than 2 years old and should not have needed to be serviced more than twice a year. I would gladly purchase a different brand washer and dryer if I would be able to have some kind of compensation for what I have already purchased. I feel as though I'm in a no win situation at this point. Since I purchased a service package which is good until 2020, I will need to keep having this machine serviced, poorly, or risk losing the service warranty I paid for if I should be lucky enough, according to them, to be granted a new one. I do no want another Haier washer or dryer. I want PC Richards to stand behind their product and their service agreement as well.

Business Response: Tell us why here...Customer should call us at ###-###-#### and ask to speak with a supervisor who will no doubt issue a credi to reselect a new washer since we have already spent more in repairs than the customer paid for it. Under the terms of our contract, the remaining time on the extended warranty would be satisfied by this exchange.

8/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Came in for A LAYAWAY AND WAS OFFERED PC RICHARDS credit card... TV purchased for $1000 1.5YR ago after almost paid off credit company stating new balance $1200 today. Unfair business practices at both ** PC Richards and **** ****.

Desired Settlement: Billing Adjustment, fix credit report and allow new credit line for purchase of school electronic items.

Business Response: Tell us why here...PC Richard does not have anything to do with billing these accounts or with establishing credit lines for these accounts. This customer has to contact the bank at ###-###-#### in order to try to resolve these issues.

8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an Avanti refrigerator and oven. Within a few weeks the fridge was leaking and a ***** on the stove broke off. Approximately three months ago a serviceman came to determine why the fridge was leaking and to find out which ***** was broken. At that time I was told the fridge was faulty in that it came without a necessary tray, hence the leaking water all over my floor. I was told that the part would be available in a week. That was three months ago. About a month and a half ago I reached out to customer service to inquire about the extensive delay and was informed the part should arrive within a week. They informed me that Avanti sent the incorrect part, and I would hear from someone in the service department in a week. I am still waiting. Yesterday, my kitchen floor was flooded again due to the fridge. I have reached out to Avanti directly as PC Richard informs me Avanti should be the one to rectify my issue, even though I have a warranty with BOTH companies, since Avanti provided PC Richards with the defective product. Neither PC Richard nor Avanti have addressed this issue or stood behind the products they sell.

Desired Settlement: I would like for the faulty/ lemon fridge to be replaced as well as for the ***** for the stove to be replaced.

Business Response: Tell us why here...Customer has been issued a  store credit to return the refrigerator in question and exchange it for a new one.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

I have not received a return phone call or credit or offer for a replacement merchandise from P.C.Richards.  In fact, the last time I reached out to P.C. Richards, which was in June of 2015, I was informed someone from the service department would be contacting me within a week.  To date, that has not happened.  I would appreciate a correspondence from P.C. Richards to either replace my fridge with a new one, or issue me a refund.  I would also like a replacement stove if PC Richards is unable to deliver the broken knob as initially promised.  By the way, as per Avanti, P.C. Richards has not requested any service parts for my items as of 7/**/2015.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ******




 

Business Response:

Tell us why here...customer can cntact the store manager at the store where their purchase was made and refer to invoice ********** where a return authorization has been placed so that they can exchange the refrigerator in question. They can also have the store manager place a service call for the range with the broken knob although cosmetic parts may not be covered under warranty. They can request that service order the knob as a one time courtesy.

8/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On ** March 2013 I purchased a GE Profile refrigerator (price = $2,599.97) from PC Richards located at the following address: Union Square Store #**, *** **** **** ****** *** ** *****. I explained to the salesman that the refrigerator was to be delivered to my house located on Fire Island which is an island off the coast of Long Island. I was asked if I wanted an extended warranty for an additional $299.99 which would cover parts and repairs pass the one-year manufacturer's warranty. I told the saleman that I have a management company that does repairs to appliances and that they are GE certified and they are located on the island where the refrigerator is located. I WAS TOLD THAT WAS OKAY AND THAT THEIR EXTENDED WARRANTY WOULD COVER PARTS AND LABOR. Last year, I called the management company to tell them the unit was not working. I paid over $100 for them to defrost the unit. Apparently, the entire unit froze up and didn't want to work. I thought it was a fluke incident. Last week, the entire unit stopped working (again!). I called the management company and once again, they charged me, this time $206 to, once again, defrost the refrigerator. I called PC Richards to see if they would cover the cost, and they replied that would not, since I used an outside (albeit GE certified) company "repair" the unit. I told them the unit is still not running properly (bottom freezer working but not top refrigerator) and I wanted them to cover the cost of $206 charged to me. They refused. They did, however, offer the come out and check the unit. They were to call me on Monday (today) and set up an appointment. As of 5:15 pm Monday, Aug **, no one has called. I am going on a full week with a broken $3000 refrigerator sitting in my kitchen and over $300 repair bills.

Desired Settlement: I want my $299.99 charge for the extended warranty refunded. I feel PC Richards is trying to weasle out of the agreement AND for the inconvenience/loss of food for going this long (the call went in to PC Richards on Saturday Aug ***) without any contact back for repairs. I had no choice but to call the management company (again) to see if they can detect the problem. I will be hit for another house visit which will be about $125. POOR CUSTOMER SERVICE AND BREACH OF AGREEMENT ON THE PART OF PC RICHARDS. The sad thing is that I have purchased many items at PC Richards in the past, both in the city and Long Island, and I always thought of them as a good company until now. I have to renovate my kitchen in the next two months and was hoping to use them as a local company with good prices and service.

Business Response: Tell us why here...As per our service manager all Fire Island service calls are pre screened for parts needed so that when our tech arrives he will already have the parts needed to complete the repair with him. We have no problem refunding the extended warranty which then would mean that all future service calls would be on a COD basis. I suggest that this customer contact our service manager at ***************************** and he will be able to assist him and explain the proceedures for Fire Island service calls since they are unique.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* *******



 

8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Frigidadare seal will not keep refridgearator closed. Freezer also Seal is loose needs replacing. I made an appointment on July ** 2015. A phone call to confirm came. It said someone would call by 9:39. At 11:30 I called. Serviceman called me said he could come by 3 said he was sick with fever. I. XCL him saying if he was sick no go. I rested for July ** at 9am I call am told between 1pm & 4 pm. It is 8:30 pm & someone named Carlos?? Cancels at 4:10 they called said could I do another day. Carlos is condescending not allowed in my home fridge is a Health Hazard. Is speed taped for now. All. Unacceptable. I cannot block another day at work. Cannot buy food and cannot reach anyone. Pic Richard does Not care. I purchased a contract for this. Would like to be contacted by a manager. Do Not want Carlos in my home.

Desired Settlement: i would like to be contacted by a Manager. And. My refridgearator needs repair before someone gets sick .

Business Response: Tell us why here...Customer is scheduled for service on 8/**/15 with parts needed to complete this repair. They can contact our appliance service manager at ****************************** if they want to discuss the no shows with Carlos or other issues regarding this repair. He also may be able to schedule them for a sooner appointment if the customer wants one.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** ******



  Thank you for your help. I am hopeful that this can be fixed on  Aug **. Pc Richards must talk and train their employees  especially in customer interactions .  No one from PC Richards ever apologized except Ana. Case should not be closed until repair complete. Many thanks. ***** ******

8/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased a dishwasher January * 2015. The dishwasher has not worked for two months. After a fiasco trying to get service out to my house once to look at the dishwasher the second time on July **** to finally fix the part that was broken. They had installed a new control panel. It is still not working and I am having a hard time having someone call me back to resolve this issue. Obviously with a dishwasher that new it is a lemon and I would like it replaced. I did not skimp on the price and feel they are not giving me good customer service nor the time of day to replace it. I am told they have to come out three times. I feel they are holding me off and hoping my warranty will expire so they can wash their hands with the product. Very unsatisfied with this service and I have wasted $800.00 any help you can give me I would appreciate I am at my wits end

Desired Settlement: I would like them to take this dishwasher back and give me a refund so I may go somewhere and purchase a different brand

Business Response: Tell us why here...The dishwasher in question is under the manufacturers warranty and they require that 3 failed service calls be performed before they will issue a return authorization to be used towards a new dishwasher. This customer should contact a supervisor at ###-###-#### to see if in fact this is the case or if they will issue a credit to exchange or reselect at this time. A refund is not an option.

Consumer Response: 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 and the matter has been resolved. The company has made good on the dishwasher and I am waiting a replacement However as a note I have never been treated so rudely by any customer service  in my life and once this is resolved will never do business with this company again

Sincerely,

****** ******



 

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a washing machine from P.C. Richard & Son on May **, 2015. The washer was delivered on June **, 2015. The delivery man removed the washer from the box prior to bringing it to my apartment on the *** Floor. I inspected the washer before signing the delivery form. After the delivery man left, I inspected the washer again. Upon the 2nd inspection, I noticed two dents and paint scraped off of the right side of the washing machine. I called the store where I made the purhase in an attempt to resolve the problem. I was told that they would give me some appliance paint to cover the scratch. In addition, they told me that the dents do not affect the washer's ability to function. I am not unreasonable; I am not asking for a refund. I am just requesting a washing machine that is free of defects since I am in the process of paying good money for the washer.

Desired Settlement: Replacement

Business Response: Tell us why here...A return authorization has been placed on this customers invoice so that they can now contact the store manager at the store where their purchase was made and have him arrange for an exchange for a new washer to be delivered.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

********** *********



 

7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my refrigerator broke many weeks ago they came once and have not showed up yet again. we have been on the phone with them everyday .they change all our appointments . this is the second refrigerator we have got from them . we also replace the washer machion . also a stove our dishwasher was missing parts . all this started after I was hit by sandy . please contact me thank you very much .

Desired Settlement: I would like a new refrigerator .

Business Response: Tell us why here...This customer should call us at ###-###-#### and have a supervisor look into this for them and they can resolve this matter for them. 

7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a refrigerator from PC Richard in Sept. 2014. The delivery included installation of a water line for filtered water and ice maker. The installation was completed at time of delivery. The installer used copper tubing that ran from the sink water pipe through kitchen cabinets to the back of the refrigerator. The refrigerator was then pushed back in place. On June ** I had to open my basement door (only accessible from outside) to let the gas company in for a pre-scheduled appointment to install a new module on my gas meter. When I opened the basement door I could see water on the floor. On further investigation the water was dripping from the ceiling and the hardwood flooring above me was soaked and dripping excess onto the basement floor. I immediately called a plumber who had done previous work on my house. He came over within two hours to check it out. He checked all over the house and was not finding anything. His final idea was to check behind the refrigerator. He pulled out the refrigerator and the water started pouring from the expanded copper line that was left too long by the installers. The folded copper tubing had created a small leak that must have been leaking for months and when the line was expanded the water leak spot was exposed. He turned off the waterline. He said that the line was 1) badly installed from under the sink through the cabinets and 2) it should have been installed with flexible tubing - not copper and especially leaving it too long. I called PC Richard to report the problem. I then received a return call from a rep from PC Richard claims dept. Instead of immediately sending out an adjuster to assess the problem, which I asked for immediately, the rep sent out the guys who had originally installed it to take photos. As I was told by the claims rep, PC Richard hires outside delivery/installers. They asked me to get two contractor estimates to fix the damage caused by the leak - which I provided on July *. They then forwarded the estimates to the installation company that PC Richard hired. They were waiting to hear back from the installation company to see if they would cover the costs of repair. I called the PC Richard rep today to find out the status and he said the installation company did not agree with the estimates and will be forwarding to their insurance company and will be sending an adjuster within 72 hours (I asked for an adjuster on June **!). My question is: Why is PC Richard not taking responsibility for this? I bought the appliance from them not from their installer. They are passing on the responsibility and making the customer jump through hoops to get anything done. I told the representative today that PC Richard will never again get my business nor will I refer anyone to them again. Why isn't PC Richard sending their insurance and adjuster to assess? - and why did they have me waste my time getting contractor estimates if they were not going to settle with estimates that they asked for?(an adjuster could have settled this when it happened) Why did it take almost two weeks to even get an adjuster? Meanwhile my kitchen flooring, part of my kitchen cabinets, underneath the kitchen cabinets and wall behind the refrigerator are damaged. And they never sent anyone to fix the water line.

Desired Settlement: Pay for all damage to property as assessed by the contractors estimates that were requested by PC Richard and forwarded by the customer.

Business Response: Tell us why here...All damages will be paid once the insurance adjustor for the installation company that caused the problem assess the damage and the cost to repair whatever needs to be repaired.    

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not received any call from PC Richard installation company insurance adjuster and since this response. It has been 6 days (I was told by PC Richard claim rep that it would be within 72 hours). That is why here! 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ********




 

Business Response: Tell us why here...Customer should contact the head of our installation department at ************************** for assistance regarding this matter and he will be able to help them.

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I have sent my Toshiba computer to the service department for the forth time in the past few months. the Service department keeps telling me it is a virus and all they do is wipe the hard drive clean, reinstall windows and tells me it is fixed, It is not. the computer is not even usable. The touch screen has a delay of several seconds, when a key is depressed, it takes several seconds for the image to appear on the screen and then all of them appear. Several, if not all of the app installed with windows do not work. They appear and then after several MINUTES, state 'Not Responding.' The computer is at their service station again in *********** ** and again they tell me it is a virus. The problems listed appear all three times upon the initial start up once I received the computer back from service. I wish to obtain a credit for a new computer. Thank you.

Desired Settlement: I wish to obtain a credit for a new computer. Thank you.

Business Response: Tell us why here...This customers computer is on its way back to our service center. The customer should contact our service manager at ************************ with their request and Brian will be able to assist them.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** *******



 

7/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 51" ******* Plasma TV with a 5 year warranty in July 2011 - I am aware that an physical damage or burn in is not covered by the warranty. Upon viewing the TV June 2015 I noticed a crack appear in the lower left hand screen. I went to PC Richards the next day and made an appointment. The service person came out June ****, took pictures of the TV and said that the crack could be from physical damage, even though there is no crack from the outside, and that it would not be covered. I tried following up with PC Richards to explain that the damage is not from physical damage, and was told that it was and they were not covering it. I have looked up this issue and it is a large issue specifically with this size and model of TV, per the internet ******* is also aware of this issue, however, I have a contract with PC Richards not ******* and they are not honoring it, this crack is not from physical damage, and a quick search on the intranet will show this is a problem with this tv - which they offered a warranty on.

Desired Settlement: A want either a fixed or replaced TV per the terms of the warranty.

Business Response: Tell us why here...As per the terms of the warranty, no screen damage of any kind is covered either under the manufacturers warranty of by our extended warranty. If this customer feels that the damage is due to the manufacturers defect, then they should contact ******* and have them render a second opinion from the one that was rendered by our tech.

7/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a *** *** refrigerator from PC Richard 5 years ago. It was a special order, panel ready refrigerator that required panels on the refrigerator door. I paid 1,680.00 for the fridge plus a 1,000.00 for the panels. because I invested a lot of money into the fridge, I bought a 10 year warranty from PC Richards. After only 2 years the refrigerator broke. I lost a whole refrigerator of food. The repair crew came and diagnosed freon leak. They refilled the freon, when I asked "how come the freon escaped after only 2 years" they answer was that sometimes it happens. In May of 2015 the refrigerator broke again with the same problem , the freon escaped, I lost food ones again. the repair man came and this time he said that the fridge can not be repaired. Its a manufacturer defect and I need a new fridge. After multiple phone calls to customer service I was approved store credit for a new appliance. I went to the store, of course no one could find the credit in the system. back on the phone with customer service , finally I was referred to the builders division of PC Richard in *********** , because that's where I purchased the fridge originally. Its the beginning of June now, and I am about a month without a refrigerator. From the builders division I learned that my refrigerator was discontinued and there is no replacement. I asked to speak to the manager, the manager offered a replacement model with slightly different dimensions. I contacted my contractor , he measured the panels and gave me the ok to go ahead with the replacement model . Being a little skeptical about the replacement model, I contacted the manufacturer only to find out that the replacement model offered by the manager was also discontinued. I called him back, but he reassured me that the fridge is available. The delivery takes usually 2-3 weeks, but because of the circumstances and my inconvenience he promised to get this fridge asap. I was asked to send him an email requesting the specific model #JFC2089WTB. Now I am patiently waiting for the delivery day. After not hearing from him for 2 weeks I left a message for the manager. He did not call me back, so I called him again the next day. When I asked him when is the appliance being delivered, he responded that unfortunately , he doesn't have a good news for me, the refrigerator was discontinued and there is no replacement at this point. I could not believe what I was hearing, I told him that he did not do his job and asked to speak to his superior. He refused, and said that there is no one above him and that he is the only one to speak to. I am without a refrigerator for over 2 months, I requested a full refund for my refrigerator and panels since they can not replace the fridge , his answer was absolutely not. I am completely fed up with these people, they are ignorant and insensitive to customers problems. I have been nothing but patient for over 2 months, I understand that there is no replacement for the model, I am willing to get a refrigerator with a different finish, but I am requesting a full refund for the refrigerator with panels. I paid for a 10 year warranty, if they can not keep their promise then I need to be refunded my money .

Desired Settlement: Full refund for my refrigerator with panels or replacement model that will fit my panels. Thank you.

Business Response: Tell us why here...This customer must contact the head of our wholesale/builders division, Rick T**** at ****************** because they are not a customer of any one of our stores  and that division is the only one that can assist them .  

7/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: on 6/**/15 i ordered a avanti refrigerator with tax it came out to 207.44 was surprised when it was delivered by ups and left by my garage door we ourselves had to bring it in the refrigerator kept freezing everything and with in a few days the wires in the back burnt we could have lost our house mind you it was even deliverd by them it was dropped off by ups after calling and complaining we had pc richards come get it and deliver another one we feel we should get a discount cause of the inconvience and the almost fire we had we have lots of pictures and if pc richards isnt willing to help us we will contact news 12 and show pictures on line of almost losing our house to a fire on unsafe products they sell and why ups dropped it off by our garage door and ran

Desired Settlement: we want a store credit for a serious issue we are so upset and will not shop there they did deliver another one after the first one almost took our house and why didnt they deliver it why have ups drop one off in front of our garage and leave a consumer to bring it in we sent several complaints to them

Business Response: Tell us why here...Cutomer must contact ****************************** with tis request as Jason is the head of our Internet Sales Departtment and will be able to assist them in the event that any compensation is due.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

HE CAN CONTACT ME AT ###-###-####   I HAVE CALLED AND LEFT MESSAGES THEY GO UNANSWERED

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****




 

Business Response: Tell us why here...It looks like the refrigerator in question was exchanged on 7/*/15. If that is not the case or if that new one is now the issue, the customer has to contact the head of our Internet department at ****************************** for invoice ********** and Jason can resolve this issue.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* *****



 

7/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: After confirming a scheduled delivery, it was also confirmed that my old appliance would be replaced. That was annotated on my billing receipt for my records. On the date of the delivery the delivery people refused to take the old appliance. Granted the appliance is large, but the large size was noted as well. When calling PC Richards to try to rectify the problem, the salesman that sold me the item, ******, and the manager, *****, were very disrespectful and aggressive with me. Both where reluctant to even try to help find a solution to the problem. I had to personally call the corporate offices to try to have someone pick up my old appliance. I understand that someone may have made a mistake, but these two gentlemen were apathetic to the point of uselessness. Needless to say, a solution could not be negotiated.

Desired Settlement: Contact by the business

Business Response: Tell us why here...According to the notes on this customers invoice, the pick up is scheduled for 7/*/15. If that is not a good date for them they should contact the store manager at the store where the purchase was made and h will be able to change that to a day that is good for this customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The manager was contacted and informed that Thursday was not convenient. After complaining about my tone and accusing me of being facetious he said that he would call back with an alternative. ***** never called back, so he was contacted again. He then gave his word that he would find a way to have someone pick up my old appliance the same night (tues 7/*) or (wedn 7/*) for the latest. When I tried verifying the pickup, no one knew anything about it, besides the Thursday that was never confirmed with me.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

* *******




 

Business Response: Tell us why here...According to the notes on this customers invoice, the pick up is scheduled for 7/*/15. If that is not the case the customer should contact this store''s District Manager at ************************ to file a formal complaint againt the store manager. Customers invoice number is **********. 

7/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Samsung washing machine model # ************ on 10/**/14.. The first time I used it I observed that the detergent, bleach & fabric softener leaked to the floor and ran down the sides of the door, both inside and outside. I immediately called PC Richard and even went to speak to the salesman *** ****. I explained that the machine was defective and that I would like an exchange, I was told that they will only exchange it after someone from PC Richard come to assess the machine. For the past three months the machine remains locked after the cycle is completed, I had to call the store and they gave instructions on resetting the machine, in order to open it. I have received no satisfaction after two different men were sent to assess the machine,, about a dozen phone calls and a letter to **** ******** ***, the first person stated "it was the design" the other person agreed that there was a problem, all PC Richard wants to do is send someone with parts to repair the machine.. I bought a machine sold as "new", I reported immediately that there was a problem, I should not have to settle for a repaired machine. There is evidence also that the machine was used and already returned to PC Richard who refuse to take a loss and wants to stick a defective product on a customer. I also filed a complaint with dept of Consumer Protection.

Desired Settlement: Refund – of the amount paid for defective Samsung Washing Machine

Business Response: Tell us why here...A refund is not an option. We have placed a return authorization on this customers invoice so that they can contact the store managder at the store where their purchase was made and he will make arrangenets to exchange the washer in question for a new one.

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a chrome book not knowing it does not allow programs that I need for work. I went back the next day and was told I could not return it because it was opened. The salesman said it could be returned if it did not suit my needs. I'm a 63yr old nurse that was looking for a windows computer to replace the one I had and know nothing about chrome book. Have been a lifelong buyer at PC Richards

Desired Settlement: To fully explain the return policy on computers. To show more understanding

Business Response: Tell us why here...Customer must contact the ******** ******* for the store where their purchase was made at ****************** and *** ******* will be able to assist them.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ** washer and dryer on 5/**/2015. The total was $$1,407.97. The appliances were delivered to my home with several scratches. I spoke with the store manager, he SOLD me PAINT to repair the SCRATCHES. After using both machines, , I discovered they were not QUIET when in use as the salesman said---they were heard on the upper level. I complained to the manager, he told me I may exchange these models for another. I did that, for a ********* WASHER and DRYER. The total was $1,507.13. These two machines were not only louder when in use, the WASHER DID NOT REMOVE the FABRIC SOFTENER from the clothing. Again, I told the manager the laundry room is adjacent to my kitchen they make too much noise, and the fabric softener remained on the clothes. He claimed I must have done something wrong, he will send a serviceman to my home. After waiting since MAY for new APPLIANCES, I NO LONGER wish to purchase from PC RICHARDS AGAIN. The service man will not be coming to my home until JUNE *. This is UNACCEPTLE. I would like to return both machines, and I will NO LONGER PURCHASE any appliances from this store. I will take my business to another store. Can you please assist? Thank you.

Desired Settlement: I would like to have a refund of the two APPLIANCES and go to another store for this PURCHASE. I now have to wait ONE WEEK for PC RICHARDS to send a serviceman to my home to witness ***** on my clothes. This is wrong. Can you please assist me? Is it possible to return both machines for a refund? I have taken these clothes to the store to show the store manager ***, and he said he was "SURPRISED". He is aware of the issues. Thank you, **********************

Business Response: Tell us why here...We will have the District Manager of the store where the purchase was made contact this customer. They are scheduled for a service visit on 7/*/15 to see what the issue is and what can be done about it. We do not sell products on a trial basis so a refund is really not an option at this time unless authorized by the District Manager.

7/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to PC Richard to purchase a non-Smart TV. All they had were flat screen Smart-TVs. I was reluctant to purchase one. The sales representative told me to purchase one, and if I didn't like it I could return it for a refund. Furthermore, he stated that this is PC Richard policy. I relied on his statement and purchased Samsung UN40JU6500 on June **, 2015. On June **, 2015 a PC Richard service representative delivered the TV, connected it and told me to hold onto the box it came in. I did. That weekend all my concerns about Smart-Tvs were validated. On June ** I notified sales to arrange for it to be returned to PC Richard and to refund me. Since then I got the run-around. First I was told to call the PC Richard Service Dept. They said they could not pickup the TV for a return, that they only do repairs and that I should call the store sales personnel. I reported this to the sales person who then gave me a lot of flack and insisted I arrange this with the Service Dept. This scenario was repeated daily since June **. When it became apparent that I got a sales pitch and a run-around I called my credit card company. They were completely sympathethic. They placed the matter in dispute. My research into reviews by consumers throughout the internet, and beyond those I have seen on BBB, reveal my experience with PC Richard is rampant.

Desired Settlement: A PC Richard representative to pick up the TV and to reimbuse me fully in the amount of $1,806.45.

Business Response: Tell us why here...This customer should contact the ******** ******* for the store where their purchase was made. Thet can reach him at ********************* and he will be able to assist them. Bear in mind that we do not sell products on a trial basis but if the TV is defective it can be exchanged for a new one or if they still have the orignal box and packing they can see if *** *** will allow them to reselect a different make and model. As if this time no one has even gone to this customers home to see what the probem with this TV is.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

1.Sales persons at PC Richard Inc have an agent-principal relationship with PC Richard Inc.  When a sales person makes claims and promises, s/he is speaking for PC Richard Inc.
By denying its responsibility as the principal, PC Richard is aiding and abetting its sales personnel to make sales "by any means," even by misrepresenting the truth.

2. I have refused service department visits because their stated intention  is to repair the TV.  I do not want this TV "repaired."  I have not asked for repairs.  I have asked that the TV be returned, pursuant to PC Richard Inc policy as stated to me the day I made the purchase.

3.  I refuse any substitution of another PC Richard TV.  That was not the deal I made when I purchased the TV.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** *******




 

Business Response: Tell us why here...As of 7/*/15 this customers ******** ******* Card now has the total refund due of $1086.45.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******** *******



 

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased dishwasher nov,2014 started to leak,had problems closing door. After many repair visits from PC Richard, finally it was determined, improper installation on their part. I agreed to have them credit my PC Richard acct even there is a 0 balance. They refused to give me my money back. so they emailed me a copy of a credit receipt minus the install fee that I paid. They installed it improperly & now refuse to credit me the full amount. this is from ***** at customer service ####-###-#### *****. let me mention they improperly installed a gas dryer causing a gas leak, last year. they are not licensed plumbers. Thank you for your help.

Desired Settlement: take defective machine out of here, issue me a full refund $535.46 not $367.11

Business Response: Tell us why here...Once the customer gives us a date to pick up the disheasher in question the full refund  of $535.47 will be issued back to the credit card that was used at the time of the sale, which is the only way that our system will allow the refund to be done. If the customer has already paid off that account at the bank, they then will have to contact the bank and the bank will issue them a check for the $535.47 based on the credit that we gave to that account. Customer can contact the store where the puurchase was made to date the pick up or they can call us at ###-###-#### and have the telephone representative get a ********** to date that pick up. 

7/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ORDERED FREEZER AND AIR CONDITIONER PAID BY PC RICHARDS CREDIT CARD. TO BE DELIVERED MAY **,2015 (******** ***) CONFIRMATION FOR DELIVERY 8:15 AM TO 11:00 AM. NEVER SHOWED UP BETWEEN THAT TIME. CALLED THE ******* STORE AT 6 TIMES AND KEPT GETTING A RUN AROUND. BY 4:00 pm VERY ANGRY BEING IT WAS ******** DAY CALLED THEM BACK AGAIN AND WAS TOLD THEY SHOULD BE THERE ANY MOMENT-- NEVER SHOWED UP SO I CALLED AGAIN AND CANCELLED THE ORDER. RECEIVED FIRST STAMENT AND TO MY SURPRISE WAS BILLED $884.87 (INV.#************)-CALLED CREDIT CUSTOMER SERVICE TO BE TOLD IT WILL BE TAKEN CARE OF. TODAY I RECEIVED ANOTHER STATEME WITH LATE FEES & INTEREST. I AM NOT PAYING FOR ITEMS NEVER RECEIVED. PC RICHARDS IS CAUSING ME ALOT OF ANGER AT THIS TIME. NEED TO HAVE MY CREDIT ACCOUNT CREDITED FOR ITEMS AND LATE VHARGES, WITH A BALANCE OF ZERO

Desired Settlement: CANCEL ALL CHARGES ON CREDIT CARD SINCE PC RICHARDS NEVER DELIVERED ITEMS-

Business Response: Tell us why here...As of today the store has not cancelled this order. I will do that now and refund the charge back to this customers credit card and mail a receipt to them. They should contact **************************** in order to get any late fees removed from their account.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** *********



 

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a GE Profile refrigerator that has had 5 service calls in under 2 years of use. Ge came out in the first year and now it is under warranty with pc richards. It has never worked right and has died twice. Each time I lose a week waiting for a service call and a second week waiting for parts. I have thrown out hundreds of dollars of food and needed to miss work for appointments as well as the expense of eating out. I live alone with no kids so the refridgerator is not abused. Each time a repairman comes out they give me a different reason for the malfunction and always blame the consumer. The GE repairman has baisically told me it is defective and I'll be seeing a lot of him.

Desired Settlement: This refridgerator is obviously defective. A fridge under 2 years old should not have died twice. I want a brand new refrigerator because as soon as the warranty is up I'll otherwise be forced to buy a new one.

Business Response: Tell us why here...The refrigerator in question was purchased in 2013 from our wholesale division under New Yorkers Contactors Inc. on invoice **********. All complaints regarding this refrigerator must be addressed to that division at ###-###-#### as they have a completely different set of rules and regulations regarding their sales and none of our stores have access to their invoice numbers and no one can make any changes to their invoices except them. That being said, parts have been ordered for the repair of this refrigerator and 2 or the 3 parts needed are already in and the 3rd part is expected this week.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

pc Richards has not solved the problem. They called yesterday to say all the parts were in but when I called to schedule an appointment for today they said there was a part being mailed to me by ups. After multiple calls they said I should receive the part today but refused to schedule an appointment this afternoon even though I assured them ups comes by 10 am which is what occurred. I called at 10:30 am to insist on someone coming this afternoon but obviously no one has called back which means I have to wait to Saturday because I can not keep taking off from work & have to hope that the right parts were ordered & that they'll actually be able to fix it Saturday.   

Even if the fridge gets fixed it still does not solve my problem as the refrigerator is defective.  An under 2 year old refrigerator should not malfunction twice in 2 years and completely stop working both times.  I have not been compensated for all the wasted food & wages but more importantly my valuable time.  All these parts were replaced last year.  it is only a matter of time till it occurs again.  What will I do when my warranty runs out in year 5.  I expect a fridge to last more than 5 years for what I spent for it.  The only equitable resolution is a new refrigerator with the warranty extended .  Anything else is unacceptable.  

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The refrigerator is still not working right.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******** ****




 

Business Response: Tell us why here...This customer must contact ****** Calvo at ###-###-#### or e mail her at ************************** as ****** is the person that is looking to assist this custoer and she is the executive assistant to ***** *******.

6/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sunday April **, 2015, at the PC Richards (PCR) store, ********* location, I purchased a new ***** Ventless Dryer (Model WDT40, Serial # ************* ** **** ******), and a matching ***** Washing Machine (Serial # *** *******), along with a 10 year warranty plan. On Tuesday April **, 2015, PCR installation crew installed new washer & dryer. Initially the installation crew removed our existing ***** washer/dryer units (that we had for 10 years). Then the installation crew replaced the existing dryer venting exhaust unit attached to the inner and outside wall of the house. However when they installed the dryer on top of the washer and then attempted to connect the dryer unit to the new exhaust vent, everyone learned that the dryer unit purchased was a "ventless" self-contained unit (not even the salesperson knowing that such a device existed upon purchase). That night I did my first load of laundry, and after I transferred wet laundry to the dryer and started the dryer cycle, water began to stream/drip/pour down from stacked dryer onto stacking unit/slide-out shelf tray, onto base unit washing machine. This continued with a few more repeated uses of the dryer. In addition the Check Drain light on the dryer unit would light up. I followed the instruction manual to try to eliminate the "Check Drain" issue, but the problems continued with each use of the dryer. I called PCR customer service to complain, and seek a remedy, and a few days later PCR sent a second installation crew to check the first crews' work. The 2nd crew said the first crew installed the units correctly and could not find an issue, and said we should continue to use the units. And the dryer continued to expel water onto the units below it and onto the floor. Further complaints to PCR customer service led to a local ***** authorized service repairman to visit and inspect the units. On Saturday May **, 2015, after explaining the problems to the ***** service man, he proceeded to remove the "Heat Exchanger" unit, turned on the dryer, poured water into the dryer unit, and watched as water dripped down from the unit onto the shelf and washer below that. He removed the shelf unit and repeated pouring water into the empty heat exchanger cavity and watched as water poured down from under the dryer and onto the washer unit and onto the floor. The service man tried to rebalance the dryer on top of the washer saying that it was not level (thus allowing water to drip/pour from the dryer). In the meantime, the repairman said that PCR should replace the shelf unit as it was warped and damaged by exposure to the water. When the service man had the units balanced he ran more water into the unit and nothing spilled out. So he put the heat exchanger back in place, said it was fixed and that we could use the dryer again. Then he went to his truck to go to another appointment. Almost immediately upon using the dryer, with a new load of wet laundry, the dryer began to expel water onto everything below it. I caught the service man before he could drive away and told him it was still having the same problem and that the Check Drain light was on again. The service man said we should continue to use the dryer and call his company (Peak Appliance) on Monday May **, 2015, to update him on how it was performing. I immediately called PCR customer service again, explained, and the PCR rep said they would call Peak Appliance & *****. When PCR hung up on me, I called ***** directly, and explained, and the ***** rep told me that Peak notified them that the dryer needed a new pump to replace the existing pump. So my main complaint is that since the dryer unit is brand new, why should it already need to have parts replaced? Shouldn't PCR and/or ***** replace the entire dryer unit with a unit that works, and one that is installed properly? (Yes, I purchased a 10 year warranty, but it makes no sense that the brand new unit purchased should need repairs immediately after installation.) My second complaint is that all the water that has leaked out of the dryer has poured down onto the shelf unit (damaging that and requiring it to need replacing), and that the water is also pouring down onto the washer unit beneath both units. While the washer tub is waterproof and meant to keep water inside the drum, there is no reason to believe that the washing machine body itself is water-tight. So any water that dripped/flowed onto the washer could have gotten inside the unit and have made contact with the inner workings (electrical/mechanical) of the washer and could lead to a breakdown/repairs much sooner than it would have required if the washer had remained unviolated. We filed a report with ***** via Certified Mail, Return Receipt Requested (directed to BSH Home Appliances Corporation, Attn. ****** **** (###-###-####), **** **** ******* ***** **** ******* ** *****. Tel.: ###-###-####, Fax: ###-###-####.) explaining much the same thing explained here, and requesting the same remedy(ies). At present a PCR customer representative has told us that ***** will only authorize a replacement of the dryer pump unit.

Desired Settlement: Reasonably, I seek to have the entire dryer (presumably defective) & washer (presumably damaged by water) units replaced (as well as the water-damaged slide out shelf unit), or in the extreme, a full refund authorized for all units. In the event an exchange is authorized, I would also request that the replacement dryer be a "vented exhaust" model, instead of the ventless model originally received.

Business Response: Tell us why here...This customer should contact us at ###-###-#### and speak with ***** **** as he is one of our supervisors and he has appealed to ***** for the replacements that this customer is asking for. Bear in mind that this customer is currently under the manufacturers warranty and that we have to abide with the decision that they make regarding this matter. ***** is awaiting a response from ***** at this time.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# 10682361, and have determined that my complaint has NOT been resolved because:

I do not accept PC Richards (PCR) reply.
There have been previous conversations with ***** on the telephone and in person and in front of me and my family.   I / we were told by PCR store management that "they should take it back".   If ***** does not have the authority to fix this, we need someone at PCR with the authority to fix this, or we need the Better Business Bureau (BBB) to highlight this issue with management at PCR and in the public eye.
I am an 82 year old woman whose family are regular customers.   (Within a week of my purchasing this washer / dryer, my son purchased a $1,200.00 flat screen TV and TV stand from PCR - Bellmore.)  I purchased a $3,000.00 washer / dryer combo from PCR, not from *****.  The dryer never worked properly from the day it was installed in April.  It has been two months with no resolution. This matter needs to be resolved.
This is not a minor problem that will "go away".  PCR needs to step up, be responsible, fix this situation by replacing the "brand new merchandise", and let everyone move on.  This is not the way to treat a customer, and not a way for PCR to garner "customer satisfaction".    The PCR sales person (*****) sold me the incorrect "ventless" dryer, replacing my "vented" dryer.  PCR "owns" this problem.  PCR carries ***** products and so PCR should be standing up for us and demanding a replacement or credit.  PCR needs to tell ***** they need to take the machines back and make this right.
To say we are at the mercy of ***** is incorrect.  If PCR stands up for us, their client, this could / would / should be resolved very quickly.  To say it is up to ***** is "passing the buck".  My payments are being made to PCR, not *****.  PCR should withhold payment to ***** for the faulty / damaged units.  PCR is a LARGE company.  I would imagine that if they raised their voice with *****, then the replacements would be authorized.  
I want what I paid for:  new machines, including a "vented" dryer, and a replacement slide out board, and not "water damaged" machines, or a "quick fix" replacement pump. 
I contacted the BBB because it is a legitimate service for consumers that are not being properly treated.
 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

********* ********




 

Business Response: Tell us why here...Customer has been issued a store credit to reselect. They can now go to the store where their purchase was made and reselect new products. If the products that they reselect cost more than the credit that has been issued they will be responsible to pay the difference. They should deal with the store manager and have him look at the information and return authorizations on invoice **********.  

Consumer Response: 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 and the matter has been resolved.

Sincerely,

********* ********



 

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern,I would like to pose a complaint about a television, Samsung, curved 64" TV 4K model UN65H8000, which had cost $2698.91 before tax. The purchase was made on JULY 2014, due to an exciting promotion of no interest for 24 months. The purchase was made even though our new residence was not finished and not ready for move in. The TV was delivered August 2014, but was taken out of the box, nor powered, till November 2014, at which point we discovered a 3" wide black line, in addition to a red line on the left side of the TV that ran from top to bottom of the screen.We have sought assistance in regards to this issue from multiple sources. Both ******* Technician and Customer service diagnosed the defect and insisted that it was a physical damage and out of the warranty. To reiterate, the Television was not transferred or removed from its box since delivery. Even though ******* has offered to repair the screen for an extra cost of $1160, it is still not a reasonable solution since we already paid a large amount for the TV. It is possible the source of the defect could have happened during shipping and handling from the Manufacturer to the store and then to our location. However, PC Richards and Son refuses to take the responsibility for the poor delivery of product. We were enticed forcefully by the sales person to buy an additional service protection plan for $299.99, which he insisted would cover this common type of defect of a "black/red line". So in addition to buying a number of appliances from the store for more than $12000.00, and a service protection plan, the store refuses to help in any way and respect our business with them.This type of negotiation has been going on for months with customer service department, in person and over the phone with no hope.I would very much appreciate it if you can offer a solution to this problem. The best way we can settle this issue is a full refund or a new device. Thanks very much,***** *****

Desired Settlement: A replacement of the current Television with a new one especially that I am still making payments without going through my credit card company and disputing the price of the TV. it would be great for their business to value great customers and maintain the relationship by honoring our requests.Thanks and Best Regards, ***** *****

Business Response: Tell us why here...There is nothing we can do to assist this customer. On 11/**/14 a tech was sent to their home and photos were take which show that the LCD panel was broken. This is considered physical damage and is not covered under any warranty. We have no idea what could have happened while the TV was in the customers home from Julu y 2014 until the damage was discovered in November 2014. The TV in question is under the manufacturers warranty from JUly 2014 to July 2015 but if they have already determined that the TV has physical damage they also will deny any liability.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Thank you for your concern, I know the store's answer from before, for me I can't see any broken part or anything noticeable 
its just comes from inside the screen and if they said it's physically damage and it's not from me who's responsibility then, It could be from the factory, store or delivery.
im trusting your fair judgment and it's not fair for me to carry other party's fault and pay almost $3000.00 for broken TV , please I need to solve this problem 

THANK YOU AGAIN 
***** *****

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

I actually sent to ************************

Asking him for a copy of the pictures but I didn't get any response back. 

I'm still waiting and I'll resend the email again. 

Thank you for your cooperation 

***** ***** 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: Tell us why here...Thank you. The e mail address to get those pictures is ************************

6/18/2015 Problems with Product/Service
6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/** I scheduled repair for washer on 5/**. The repairman had to order part and customer service person told me last week that could expect to have repair last week with receipt of part. Now I am awaiting repair because there is additional part. I was not told originally.

Desired Settlement: Repair of machine this week

Business Response: Tell us why here...Two parts had to be ordered and one of those parts has arrived. As long as we receive the second part needed from Haier this week then there is no problem going out this week to complete the repair. There would be no sense going out without that part since no repair would be able to be made without it. This customer is under the manufacturers warranty and therefore we are doing what we can on their behalf to expedite the parts needed from the manufacturer.

6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May *, 2015, I ordered and paid for an air conditioning unit (GE 6,050 BTU Window Air Conditioner) to be picked up at the PC Richard & Son location on **** **** ****** in *** **** ****. I received confirmation that the unit was ready to be picked up and, once receiving that confirmation, made arrangements for a service person to pick up and install the air conditioning unit on Monday, May **. This was urgent, as the weather was starting to get very warm and my mother, who is afflicted with severe ******, had experienced significant difficulties in breathing at night due to the hot, thick air. When I called PC Richard on Monday, May ** to advise that I was on the way to pick up the unit I had paid for, I was told by a manager that the unit had been sold to another customer. I explained to them that, given that I had actually paid for the unit, PC Richard had sold property that no longer belonged to them. Rather than offering me a refund, the manager instead offered to replace the model I had paid for with an alternate brand and model. When I rejected this offer as unacceptable, given that I had thoroughly researched the brand and model I had paid for and only wanted that brand and model, I was assured (after a prolonged back and forth) that they would get the proper air conditioner and that they would have it delivered to my apartment that evening, free of charge, so that I could have it installed by the service person who's time and labor I had already paid for. I waited for hours and called PC Richard numerous times (both the actual store and the online customer service number), but ultimately it was NEVER delivered. They had a different excuse / explanation every time I spoke with them, until I ultimately gave up and realized that they likely never intended to have the unit delivered to my apartment. Instead, they successfully stalled me in the hopes that I would accept an alternate model and not inconvenience them. I refused to do so. PC Richard still has yet to provide me with the equipment I paid for and now I no longer want it.

Desired Settlement: I would like an apology and a full refund of the purchase price by PC Richard & Son, as well as a refund of the money I had to spend on the service installer who was forced to wait for an air conditioning unit that never arrived ($150).

Business Response: Tell us why here...I sugges that this customer contact the store manager at the store  from where delivery was promised and according to the comments on customers invoice ********** delivery was attempted on 5/**/15 by ******* from that store but no one answered the bell  at this customers residence and he waited for 20 minutes and left. There will be no problem if they want to cancel this order  and get their refund but based on what is noted on their invoice from 5/**/15 the only refund due will be the $206.83 that they paid us for this air conditioner.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I was home on **  May and NO delivery attempt was made.  I even called the store and was on the phone with the manager.  It was only AFTER I called the store for the 7th time to ask where the TV was that this story about an alleged delivery attempt by "*******" was made.  I was told that "*******" had made a delivery attempt and had rung the bell and had also called me by telephone.  When I explained that I had been home the whole time and that the doorbell was never rung, the manager stuck to that story.  When I explained that my phone records revealed NO phone calls received during that period, the manager asked me to hold on and then changed the story to say, "Sorry, he didn't call he just rang the doorbell"  I then asked to speak to the delivery person and was told that he had conveniently "left for the day".  

The person who wrote this response has YET to explain on what grounds PC Richards could have possibly sold the same item twice, nor is there any attempt at an apology for having done so.  This is the very essence of theft, no different from selling a house to two different people and keeping both sets of proceeds.  If this is how PC Richards does business, then I want absolutely no part of it.

I refuse to do any more work on behalf of the company.  I have already spent hours of phone time (all documented) both with the store on **** ****** and the general corporate customer service.   The company should be the one to do all the work from here on out, including proactively making contact with the customer to resolve the issue, issuing the appropriate refunds, etc.  This is not difficult to do, but instead is the mark of an honest and competent company.  PC Richard & Son used to be such a company but apparently we are a long way from that today.


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ***********




 

Business Response: Tell us why here...As per the store management and their District Manager they do not feel that this customers request for reimbursement of $150.00 is a reasonable request since they did attempt to make the delivery in question and the customer was not at home. Therefore they have no intension of making that payment. So, if the customer still feels that they are entitled to that reimbursement, they will have to persue that from a different venue.

Consumer Response: Better Business Bureau:

Please note that the last email sent by the PC Richard & Son representative is very much incorrect.  Following an email to the District Manager earlier this week, I am pleased to report that the General Manager of the store has called me personally and has agreed to send me financial compensation via a gift card.  More importantly, he also personally apologized for the situation, a response that I appreciated as much as the gift card.

In light of these actions by the business in reference to complaint ID ********, I  find that this resolution is satisfactory and the matter has been resolved.

I would like to thank the Better Business Bureau and, in particular, *** ******* ******, for his most helpful efforts in mediating this conflict and helping us to arrive at a successful resolution. 

Sincerely, 

***** *********** 


6/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase a ****** washing machine 2/**/15 it was delivered 2/**/15. I tried using the machine but it did't work, i then contacted P C richards and son about the defective machine and was told a tech will be out to check it. they came three days later and said its not installed properly even thoy a certified plumber installed it. They left and i again called P. C Richards and son and again said they will send a tech. again the tech came and did nothing . Its now May ** and again a tech came out and now its the door thats not working. they promised to fix it on 5/**/15, waited all day no one showed up. I finally called and said it was reschuled for 5/**/15. At 2:47 pm, 5/**/15 got a called saying that the part needed did not come in and they didnt know the delivery date. I have been treated very badly at the store and on the phone these past months by their customer service reps, when trying to get an exchange or refund. PLease help

Desired Settlement: I would like a full refund because i will no longer will be doing bussines with P C Richards and Sons

Business Response: Tell us why here...I HAVE PLACED A RETURN AUTHORIZATION ON THIS CUSTOMERS INVOICE ********** SO THAT THEY NOW CAN CONTACT THE STORE MANAGER AT THE STORE WHERE THEIR PURCHASE WAS MADE AND HE WILL BE ABLE TO PROCESS AN EXCHANGE FOR A NEW WASHER FOR THIS CUSTOMER.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Refuse to give a refund

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ********




 

Business Response: Tell us why here...A refund was never an option. This customer is getting a brand new ******* washer delivered on 6/*/15 with no money out of pocket so no refund is due.

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/**/15 I purchased a washing machine from pc Richards.Immediately,there were many issues with the product. I contacted the BBB and the issue was resolved by replacing the washer on 5/**/15.Now i am having similar problems with the current machine. A repair person recently came out but I was totally dissatisfied with the outcome. I am just tired of being sold defective products. It is very aggravating!! I would just like a refund so I can wash my hands of them..Thank you

Desired Settlement: I just want a refund and be done with this company

Business Response: Tell us why here...A refund is not an option. The customer has been given credit to exchange or reselect to a new washer. All the have to do is contact the ***** ******* at the store where their purchase was made and he will be able to process the exchange for them. If they want a different make or model, then they will have to go to the store to reselect.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* ******



 

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a ** ******** floor model oven on October *, 2012. I contacted PC Richard's service department in April to inform them that I needed to have the wall oven serviced because it completely died and stop working. So, we shut off the power to the oven and waited to have it serviced. I purchased a 5 year extended warranty on the product. PC Richards sent out a ** **** who diagnosed the oven on April **, 2015. The tech **** sent out parts that needed repair. He notified me at that time that he would be coming on Monday, May *** to service the oven. I got a call Monday from GE stating that "It is a two man job, and that one tech was sick, and need to reschedule the appointment for Thursday, May ***. On May ***, I got another call stating the exact same story. I had explained to them that I was handicapped and I have doctors appointments that keep getting canceled, which is not right when they called the night before each appointment to confirm that I would be home. At this point ** ******** told me to call back PC Richards and have their team service the oven. So, on Saturday May *** PC Richards came to my house to service the item with two guys. One who only worked on TV's and the other that worked on the oven. They claimed to put in all the new parts, and told me that the locking system needed to be ordered because the oven turned on, but was in the locking position.They told me to contact PC Richards and tell them to send out a ** **** to fix this oven. There was nothing they could do. So, again I called PC Richards and told them that the one guy claimed he changed all the parts, but that was not true. The board assembly display part that was ordered from the ** **** was for a double wall oven (this unit is a single wall oven), and they were trying to get it to fit, and couldn't figure out why there were more parts then normal. I called PC Richard's again and spoke to a manager named ***** **** who told me that he will order a new board assembly and the locking part, and when the parts come in, they will send their techs out again to fix the oven. I told him that I didn't want the same guy who lied to me and told me that he changed everything to come back to my house. So, On May ** PC Richards came out to my house again to service the oven. Again it was the same tech who lied and another new partner. They took out the oven again and put the one part in, and when we put on the power to it, the oven wouldn't work at all. At this point I told the guys, do you have anything that would tell if there was electric going to the oven? They went back out to the van, and found out that there was electric, but it was not strong enough. So, they took off the cover of the electric box, and noticed it was burnt. They took pictures and so did I. At this point, they told me there was nothing they could do, because an electrician had to fix the wire which the oven burnt. So, again I contacted PC Richards and told them what had happened and explained to then that this oven could have caused a house fire, and I have four small kids, and handicapped. This was an expensive oven, and I wanted to know what was going to be done at this point. PC Richards contacted me to tell me that they were issuing me a store credit, and that ** ********* company " Electric Insurance Company would be responsible for the burnt wires, and that they would send someone out to evaluate it. I then notified the insurance company and first spoke to a guy named Steve who told me that I will not be responsible for anything out of pocket, and that he will send the claim over to the right department and that someone will be coming out to look at the oven, and what ever damage is as a result of the oven, I would be getting a check, and needed to hire an electrician to fix the damage. With in 24 hours I got a call from a lady named ******* who claims that I need to do all the ground work and send in pictures of the wires, and that I need to get an electrician to come to my house and to send in an estimate and a diagnosis on the oven. A completely different story from the first time. I again notified PC Richards and they told me that they were not responsible, and at this point both companies are blaming each other. PC Richard corporate office contacted me, and told me that I could buy another oven, but if it was less then I spent, that I would loss the rest of my money, and if I purchased one more, then I would also need to come up with the extra money. I also would expend all of the service plan, and needed to purchase a new one. At this point I told them, that being ** ********* company does not want to be responsible, because when they called PC Richards for a diagnose and pictures, the tech couldn't provide that information and told them he never took pictures which again was a lie, they don't want to be responsible, I was done with this company. This is the second time the tech has lied and I didn't like the service he provided at my house. No one wants to be responsible for the damage, and I'm now going to have to pay out of pocket for an electrician to fix this mess, which could have seriously caused great harm to my family. I have notified PC Richards corporate office and the service department, that this situation is making my condition worse, from the stress. This kitchen was completely redone before we purchased any of the appliances, along with the electric. I purchased this particular oven because it offered racks that pulled out for my handicapped accessible kitchen.

Desired Settlement: At this point, being with out an oven for two months, that could have caused a house fire, and the fact that I have lost two holidays at my house, going on three, and no one being responsible for the damage, I'm looking to get a full refund on the complete order, not store credit. With the problems I am having with PC Richards, I do not want to have to buy something again from their store with the credit.

Business Response: Tell us why here...Customer was issed a credit to reselect on invoice ********* under the terms of our extended warranty. If they do not want tto use that credit they should contact Kevin (the supervisor that issued that credit) at ************** and he will be able to assist them.

6/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung refrigerator on 1/**/15 that was delivered 2 days later. The delivery people damaged wood door trim bringing unit in and when they left I noticed several small dents in each door and unit was missing a kick plate. I called the store doors and kick plate were ordered 2 months later service was set to install door-kickplate. When the repair man called to confirm my Saturday apt he asked me if I had the 3 door's, which I did not. They were at the ********** store, he refused to pick them up, a sales woman had to deliver then to my house and return for removal. He claimed it wasn't his job to bring parts or remove parts. I am still waiting for kick plate 6 months later I am assured it's on order once a month. Also still waiting on repair person to come fix damaged door trim 6 months later. I just called local store and was told I need the serial number for kick plate to be reordered. At this point I think unit should be taken back, my money refunded, door trim repaired and I should purchase a new unit else where This has to be the worst customer service ever *** ******

Desired Settlement: At this point I think unit should be taken back, my money refunded, door trim repaired and I should purchase a new unit else where I also paid for a service contract that would need to be refunded also

Business Response: Tell us why here...As per our parts department, they checked with Samsung and there is no kickplate for this refrigerator. The other refrigerator issues were already taken care of and if customer had damage done to their home they should have been advised to file a damage claim at ###-###-#### with a telephone representative and they would have been given instructions as to how to proceed. We do apologize on belhalf of the store personnel if they failed to give this information to this customer at the time these issues took place. A pick up of the refrigerator which at this time has no issues for a refund is not an option. If this customer needs additional information regarding these issues they should contact us at ###-###-#### and have the telephone representative get a supervisor to assist then rather than have them deal with the store which obviously has not followed up on this customers concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I was called by the corporate office this morning, My kick plate that they claim dose not exist was delivered to another store and they used it.  It may be called a grill not kick plate how ever most refrigerators do not have a 2 inch gaping hole in the front.  So it would seem someone didn't look up any information on the appliance before they responded with the answer. Model dosen't have a kick plate.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******** ******




 

Business Response: Tell us why here...We do apologize for the kick plate issue but our parts department cannot be responsible for Samsung's web site which displays this refrigerator with no kick plate and no part number to order a kick plate. What would have been needed to be ordered would have been a toe plate but no where is that made clear. That being said, we have been informed by ****** *****, the executive assistant to ***** ******* that she spoke with this customer this morning and the customer will be getting a new refrigerator in exchange for the one that they currently have. Hopefully, that resolution will satisfy this complaint. 

Consumer Response: 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 and the matter has been resolved.

Sincerely,
******** ******



 

6/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unsolicited phone calls

Desired Settlement: I want to know why they keep calling me illegally. I purchased i dishwasher 3 years ago . they called after 3 years to sell me a service contract. I told them to stop calling as I am on the National do not call list. They told me they can call me whehever they want until I tell them to stop. Not true. After 6 months they have no right to call. They ar breakiny the law. I told them to stop,they are calling me illegally. Then within 3 weeks I got 2 more calls. Told them every time to stop,but the calls continue. If any customer does not want illegal,harrasing phone calls do not buy from PC Richartds

Business Response: Tell us why here...We are not  the ones calling this customer. The calls they are getting is probably from the telemarketing company in ***** that follows up for us on customers who's extended warranties are about to expire. Funny, but the usual complaints that we get is when a customer needs repair service and their contract has expired and they want to know why we did not contact them so that they could renew. I will forward the information to our computer headquarters and have all this customers information deleted from their records so that this customer will never again receive any calls or literature regarding sales, promotions etc etc etc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The phone # they called from said PC Richards on my caller ID, I called the # back & they answered PC Richards ,so it must be PC Richards. If it was some other company how could they have a history of everything I bought??? I believe PC Richards is just trying to blame their illegal activities on someone else & not taking resposibilities for their own actions. I have had similar problems with them in the past,same story.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ********




 

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ********** Gallery dishwasher not working properly since I purchased it. The soap does not dissolve all the time & the dishes do not come clean. I have done all the troubleshooting answers that it says in the service manual including changing the dish detergent to tablets. The water in my house is very hot for cleaning, as one the service man said it was not hot enough and probably is the problem. I had a ***** dishwasher for over 20 years in my old house and never had a problem. Yet, I've have only had this dishwasher for less than a year and have had nothing but problems. The P.C. Richards serviceman came 4 times to the house and tells me that ********** makes very poor quality appliances but there's nothing he can do about it because it seems to work for him every time he comes. Also, I've called ********** @ ###-###-#### over fives times and had their serviceman at my house to look at it 3 times. They tell me that I have to deal with P.C. Richards and then I call P.C. Richards and they tell me I have to call **********.....its so frustrating feeling like I'm getting the run around and no one can give me a straight answer!!! Can you please help?!?I was also told they can not replace the dishwasher because it is "working." Yes, it does work "sometimes" but at least 2-3 nights out of the week when I use it, it doesn't. Please let me know what my rights are. Thank you.

Desired Settlement: Plain and simple, I would like a new dishwasher that works, preferably not a **********. Have no problem adding more money on top of what I've already spent on this one, just do not want to be stuck into buying a new dishwasher altogether. Have asked the customer service representatives I've spoken with at both companies that I'd be willing to do this but neither will allow me to do so.

Business Response: Tell us why here...Customer purchased the dishwasher in question in March 2014. Their manufacturers one year warranty expired in March 2015 and they do not have an extended warranty with PC Richard. All service companies that have gone out to service this dishwasher have not found any problem as it is working in accordance with the manufacturers specifications. An exchange is not an option at this time as we doubt that ********** would offer a return authorization on a dishwasher that has service reports that state that no problem has been found with it. 

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had made a purchase on 5/**/2015 at the store regarding a new ** washing machine. ******* stated it wasn't in stock and they could deliver it on Tuesday the following week. I never received the delivery and I called back on Wednesday for an explanation. ******* and **** spoke to me on the phone and they said they could make the delivery on Thursday May ** instead. I explained that I was very dissatisfied and requested to speak with a supervisor, which never happened. I requested for the delivery fee of $49.80 plus tax would be waived and credited to me. both stated they would do so once the delivery was made due to my inconvenience. The machine finally was delivered Friday night evening. The sales rep ******* stated once the delivery was made my credit card would have been refunded for $54.00 usc. I was waiting for the refund to be processed to my card which never happened. I had called again to speak to a supervisor and a man helped me who was nice and respectful. He stated he would leave a message to ******* to call me back Sunday may ** which he never did. All I want is the refund and I need your help receiving it. Thank you for your time.

Desired Settlement: All I want is the refund for $54.00 that was supposed to be credited to my master card, and I need your help receiving it. Thank you for your time. any questions please contact me at *******************. My product is acceptable but the inconvenience of having no washing machine for almost a week when they said it was next day delivery is not fair. I have two young children an a backup of clothes to be washed.

Business Response: Tell us why here...As per the customers request, I have refunded the $54.00 in question back to the customers Mastercard that they used at the time the sale was made. I will mail a copy of the refund to the customers home address.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** *****



 

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a samsung washing machine in september 2014. The machine was dead and would not turn on whatsoever, needed a new circuit board right out of the box. PC Richard would not replace the machine with a new one and would only have it 'repaired'. Now 6 months later the machine again is not working due to another electronic issue. Called PC Richard again and still will not replace the machine. This is absolutely un acceptable as I was sold a DEFECTIVE washing machine and it should be replaced.

Desired Settlement: a replacement not a repair of a clearly defective unit

Business Response: Tell us why here...Customer is under the manufacturers warranty until 9/**/15. The manuffacturer requires that the washer be serviced unless it is unrepairable or uneconomical to repair. Customer had a service call on 5/**/15 and washer needs 2 patrts that are $14.36 each. I doubt that Samsung would give a return authorization based on what the washer needs at this time. The parts have been ordered.

5/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchace a Maytag washer and dryer on the April *,2015, it was delivered on Aprol *,2015. I call the customer service department on Monday April **,2015 to tell the washer was not working. (1) It was is not completing the rinse cycle. My clothes are heavy with water not properly extracted from it. (2) It took one hour 10 minutes to compleate the full wash cycle, that is not normal. They send a service repersentative to look at it, and he to me that he did not see any problem with the washer. I told them that there is a problem, and I need them to remove this washer and replace it with another. I have been calling customer service since then. I spoke to the ******* ******* on April **, 2015 he was going to call me back to resolve this problem, he has not returned my call to this date. They are putting me through the wringer on this. Please I need your help. Thanks.

Desired Settlement: I want for them to replace the washer with diffrent brand name or model.

Business Response: Tell us why here...Our techs have not found any problem with this washer but in the interest of satisfying this customers complaint i have placed a return authorization on their invoice ********* so that they can now contact the store ******* at the store where their purchase was made and he will be able to process an exchange for them.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

********** ****


 

5/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a washing machine on February **,2015. It's only been 3 months and I am having so many issues with it.The repair people came out twice and supposedly "fixed it".The issue was never fixed. i'm about to call them again and it's only been 2 days.this is very frustrating and aggravating.The product that was sold to me is definitely DEFECTIVE!!!! I would like to have it replaced or my money returned to me. I did NOT get what I paid for...

Desired Settlement: I would like my money refunded, or at the least,my appliance replaced

Business Response: Tell us why here...I have placed a return authorization on the customers invoice ********** so that they can contact the store ******* at the store where the purchase was made and he will now be able to process an exchange of this washer for a new one.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* ******



 

5/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Flat Panel Television and Stand at the **** *********, ** Store (#**) on 4/**/15 for a total cost of $1056.02. The delivery was scheduled for 4/** between 3:00 and 7:00pm. By 7:00pm the delivery had not arrived and I did not receive any call regarding the delay. Upon calling the store I was told that the delivery would be within a half hour. The truck finally arrived at 8:15. Upon unpacking the TV, it was discovered that the screen on the TV was broken. The drivers then had to go back to the store and get another TV. The whole process was not completed until 9:15pm. I am requesting a credit of $200 for the time and inconvenience that I endured for this botched delivery.

Desired Settlement: Credit of $200.

Business Response: Tell us why here...It looks like the store has already done a $107.00 refund adjustment to this order on 4/**/5. Any additional compensation would have to be authorized by the store manager or the District manager of that store. The customer can request additional compensation from the District manager by contacting him at *************************** but there is no guarantee that additional compensation may be granted or warranted.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I am requesting a full $200 Credit and this request has not been granted.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Business Response: Tell us why here...Store already did compensation of $107.00 by giving this customer the new 49inch tv for the price that they paid for the 47inch tv and no further compensation may be offered. Customer can contact the store manager to see if he is willing to give any additional compensation. The delivery did get completed on the day promised so it would be up to the store manager or his district manager to give any additional compensation that they see fit to give if any.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The only reason a slightly larger TV ended up being delivered was that another model of the original TV was not available in the store that day to be delivered. My request for $200 Credit is unchanged. The delivery was not during the time promised.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

5/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm very frustrated. I got my appliances back in 2012 from your ***** ****** location. In late February 2015 we had issues with oven not working the fridge deli drawer came apart and our freezer is leaking water. March *, 2015 we called to get service, the only date that would fit my schedule was March **** 2015. A nice guy came out. He said the element for the oven needs to be replaced, a new deli drawer and whatever part to stop water from dropping into my floor needs to be ordered. He stated that it would take maximum of 5 days to get the parts ship to me. Well 2 weeks go by. This is where our frustration begins. I called support and they stated that the part should be getting here. Spoke with multiple people, ******* ********* and *****, some said they would find out about the part and call us but never called us. We asked to speak with a ******* and was told they were not available. A man named **** said he would do every thing he could to make sure we had our oven fixed before Easter because we were suppose to have dinner at our house. We called Good Friday and they said the part was never ordered so we had to cancel our Easter plans. A woman named ******* guarantee that she would make sure that part would be order and we should have it. We had a service schedule for Saturday April **** between 12-4. Tech called in the morning said he would be here between 11-3pm. Waited all day for him he called 4:15 stated that he was ready for us. We were out of the house because we had a birthday dinner to attend. Another week went by and still nothing was resolved. This last weekend we spoke with ****** and she got **** the *******. -**** stated that we would have a tech come out today, 4/**, to get both appliances fixed and the parts were in. We were excited this finally was coming to an end. Today the tech shows up and asks where are the parts. We stated that he had it. He states we should have had it. So here we go again trying to figure this out. -Oh and few times they had stated to us that issue was closed and tech stated it was fixed too. Which I have not idea why.

Desired Settlement: -**** called and stated that he is sorry for this mess and is going to issue a credit to replace the oven. The reason why I'm writing this is because I don't know how much control ****, the *******, has over this. We are tired of waiting for service. -Please Guarantee, which I don't know if I can trust at this point, that my fridge and leaky freezer is getting fixed. I have laminate wood floors in my kitchen that is warping because of the water leaking from the freezer. Please send someone with the parts to get this issue fix. -We got a service contract to have a piece of mind that these issue would be taken care of but it's been nothing but a headache.

Business Response: Tell us why here...**** is one of our supervisors and he has already issued this customer a credit to exchange the range in question on invoice *********. They have a store credit on that invoice for $691.43 to reselect a new range. **** will also follow up on this customers other issue and make things right for them.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

Im still waiting for my deli drawer to be fixed. They have addressed the other issues but not that one. Because the deli drawer handle was never order. The guy order a complete wrong part. 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: Tell us why here...Parts have been ordered from ********* and we will contact the costomer as soon as they arrive. Since they are cosmetic parts they will take longer to receive than mechanical or electrical parts. Cosmetic parts can take up to 6 to 8 weeks to arrive.

5/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a ** refrigerator 4.5 years ago with a full 10 year warranty. Was told by Customer Service that part could not be ordered and I had to purchase another refrigerator. I picked out a Kitchen-Aid, had to pay $700 extra. P.C Richard paid for. 1/2 of the 10 year warranty and credited me for the ** Refrigerator but I still had to pay over $600 extra! After my fridge was delivered I was informed that the part was in!

Desired Settlement: It's unfair that my refrigerator could be fixed, I found the part online and even told customer service that the $150 part was available. P.c. Richard set up 2 service calls prior to this and cancelled because the part came in cracked. My refrigerator could have been fixed, instead I was lied to and had to spend the extra money on another one that is very loud and noisy.

Business Response: Tell us why here...There is not much we can do about the old refrigerator that was exchanged but we must have been told by **** that the part needed was no longer available otherwise we would have continued to repair it rather than issuing this customer a credit to reselect and having to scrap her old **** refrigerator which was over $1000.00 loss that we took by scraping it.  There would be no reason for us to lie about that since it would not make any economic sense for us to do so. If the customer is not happy with the new refrigerator we can give them credit to exchange that one or they can reselect to a different make and model.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I spoke to GE after my refrigerator was replaced.  The part # that was need was WR13X10658, they have 437 in stock?  I was also informed that this is not a complicated repair.  P.C. Richard informed me that they did get the part in but that it was cracked and they need to order a new part.  I waited and they called me to let me know the part was in, set up another service appt., again I was told something happened with the part again.  My GE refrigerator was only 4.5 years old, I had a 10 year warranty that I purchase from P.C. Richard.  When they informed me that my refrigerator was not repairable I trusted them.  The part is available at GE, they lied to me and told me they no longer carried the part.  This is very deceptive, GE could not believe that P.C. Richard said the refrigerator could be fixed! I spent $800 that I didn't need to spend! Thank you for your time, ******** **********

Sent from AOL Mobile Mail

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** **********




 

Business Response: Tell us why here...We can only give credit to the customer of what they originally paid us. If they choose a product that is more expensive than the credit that they have then they are responsible to pay the difference. That is stated in the terms of all our extended warranties. Just to put this matter to bed we will refund $200.00 back to the credit card this customer used to make the exchange as a gesture of good faith on our part. Upon doing that we will send that confimation to the customers home address and we consider this matter closed.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******** **********



 

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchase the fridge 2012. When we received it the freezer never really worked quite right. When we complaint, they sent someone to fix it. But the problem with the unit was never resolved or fixed completely. They had the opportunity that year to give me a new one instead of dealing with issues. The fridge would have issues about every two months from thereafter. Pc richards would only insist that a representative would go there and try to fix it and it was never the case. We had issues telling service associate what needed to be done, but they never fixed the problem completely. The freezer never became cold enough, even after several attempts from a service individual to apparently fix it. It seemed that every time someone was sent, the unit became worse. This kept going on, until recently when the freezer would stop working and then the ice maker was not functioning. My daughter was visiting this easter weekend and she tried to contact the store and corporate PC Richards. They gave her a contact information: ******* ******** from customer service management team-*** ***** *******, ************ ** *****. She had promised my daughter that if the fridge was not fixed by the person who was coming on that Tuesday, that we would receive a new fridge. Well, the service man came looked at the fridge, said he fixed something and that to give it until nine oclock the next day. Well that night the freezer stopped working completely and we had to throw out most of our perishable meat. We told **** ******** but she did not contact us back right away. Then she said that they would send another service man to fix it. They are not doing what they promised. We took out a ten year protection plan; very costly, so that senior citizens like us would be taken care off. Instead PC richards has lied to us regarding replacing a new unit, but they take forever to get back to us. We need a new fridge and compensation for the groceries that we had to throw out. We are living with a fixed income and it heartbreaking to see a company such as huge as pc richards taking advantage of us.

Desired Settlement: We want a brand new fridge to replace the one given to us when we first purchased merchandise. We believe the reason why merchandise was having so much problems, was because there was some kind of manufacturer defect on the unit given to us. They should have replaced that unit right away instead of stringing us along and making it seem that we did not know what we were talking about. We have been treated with no respect. We have been taken advantage off and this is not acceptable. My daughter and my son have been back and forth with this *** ******** and ** ****. Nothing has been resolved. If they cannot replace our unit then we want our entire refund. This state of the art fridge cost us alot of money. PC Richard should back up there products especially when they are defective. Instead they hide the problem an attempt to take advantage of people who really do not know all the rules and how to fight back. The stress on my wife has been horrific. SHe does not know when the fridge would work or not. I need this resolved by this coming week in April. Thank you for your time. I hope you will fight for our rights as consumers and individuals.

Business Response: Tell us why here...Parts needed to complete the repair have arrived. The customer should call us at ###-###-#### to set up a call to have them installed. If the problem is not resolved once these parts are installed, we will issue the customer a credit to exchange or reselect to  new refrigerator.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 This is the fourth or fifth time they have attempted to fix the unit. Nothing has worked so far; last week I was told that if the guy could not fix the fridge, we would definitely get a new one.  Non of the repairs have been successful.  PC Richards does not want to fulfill their obligation to give us a new unit.  This is gone too far, that is why we bought a ten year plan with that company, do issues like this would have been resolved already. We should get a new fridge, not continue to have the unit repair.  Last time they repaired the fridge, the freezer stopped working and we had to throw out all of our meat products. This needs to get resolved now!! Every time we call PC Richards , it takes them days to get back to us.


 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: Tell us why here...Customer has been issued a store credit on invoice ********* of what they paid us for the refrigerator in question in 2013 of $1979.97 to reselect a new refrigerator. Under the terms of our extended warranty the remainder of their contract is satisfied by this exchange. Thet can go to any of our showrooms and refe to the ** invoice above and use that credit. If the new refrigerator that they choose is more expensive than their credit then they will have to pay the difference in price between the two. We will pick up their old refrigerator when we deliver the new one that they choose. There will be no pick up or delivery charge and PC Richard will uninstall their old refrigerator and install the new one at no cost to the customer. We will contact the customer with all of the above information.

4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We gutted and completely remodeled our kitchen 6/2012. Purchased a Whirlpool (model # WRS526SIAE) side by side refrigerator from PC Richard on 5/**/13. It stopped making ice cubes. We called PC Richards for repair 12/** of ice maker. They sent a service tech from a company that they sub-contract to called ******* ********. The contractor told us, we had too much food in the freezer. We followed all his instructions. He said to remove food, defrost refrigerator and the coils in the back of the refrigerator will defrost to increase water flow and the ice maker will resume. After doing this instruction, the ice maker didn't make ice. On 1/*/15 we noticed water had saturated carpet in one of the rooms behind the kitchen but couldn't figure out where it came from. I noticed a large puddle of water underneath refrigerator and across kitchen floor. When I pulled the refrigerator out. The wall was molded, paint peeling, bottom cabinet side was warped, wet with water damage. We called PC Richards, they sent the same repair person from ******* ******** on 3/**/15. The tech changed the temperature of the refrigerator and stated it will help with ice and then stated in response to the leak,, "the product is garbage and PC Richards is giving you the run around. The refrigerator is not fixable." He said he will put the report in and PC Richard will give us a call today or in a few days. We waited a week and didn't receive a call back. We called them. They stated the written report said there WAS a problem with the refrigerator. The PC Richard service rep stated she would call ******** and placed us on hold. When she got back on the phone she said the tech stated the refrigerator was fixed. We explained the entire situation, and the fact that the tech only changed the temperature controls on the refrigerator during this visit. He didn't address the leak and stated we needed a new refrigerator because this refrigerator was made poorly. We requested a new refrigerator due to the problem and continuous leaking and damage to the new kitchen cabinets. They said they will send their own technician. They sent a PC Richards repairman on 4/**. This repairman stated we had a cracked tube. He ordered the tube and stated he would repair refrigerator on 4/**. On 4/**/15 he proceeded to manipulate the machinery in the back of refrigerator and then stated he had "the wrong tube". He stated he would have to order the part and set up another appointment to fix the part. He also stated the part was no longer made but there” MIGHT” be a replacement part for the machine and it” SHOULD FIT”. When the repairman left, the leak worsened. We called and asked to speak to a **********. We spoke to **** ****** a PC Richards ********** (###-###-####) regarding the issue. He was very defensive and not willing to replace the refrigerator. We explained to him the damages to our property, multiple service calls to repair the problem, and that the problem has not been resolved in a timely fashion. His response was, "the technician stated there was no damage." We asked him for the name of the technician, he refused to disclose that information. We also asked for the written report from the previous visits and he declined. We asked him to personally send someone back to the house immediately to show and discuss the damages to the kitchen. He declined.

Desired Settlement: We have been faithful customers for years. We purchased ALL our big ticket items at PC Richard & Sons. This situation has changed our minds. *** **** *******s response to the situation is inexcusable and unacceptable. The opportunity to fix the refrigerator has passed. The damage to my kitchen is increasing and the problem is unresolved after 4 service calls over the past 5 months. As I’m writing this letter we are waiting for the 5th visit. We want compensation for the price of the refrigerator and the cost to repair damages caused by the refrigerator.

Business Response: Tell us why here...As per **** ****** (one of our **********s), this customer should call us at ###-###-#### and have the telephone representative set up a date for the parts that are now in to be installed into their refrigerator. If those parts do not rectify the problem he will issue this customer a credit to excahnge or reselect to a new refrigerator.

4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The installers of a washing machine and dryer, which I understand are independent contractors, cut a pipe so that the water flooded out of the pipe when the washing machine was turned on. PC Richard sent out someone to look at it who took dozens of photos and told me -- I was present for the photo taking -- that it was the worst install he had ever seen. I then was told by the ***** ****** ***** ******* that I should get a plumber to fix it and that PC Richard would pay the plumber. I got the plumber and then PC Richard refused to speak to me any further, turning me over to the claims department. I have never received payment despite the fact that PC Richard came to my house several times for this problem.

Desired Settlement: Pay my plumbing bill, which PC Richard has.

Business Response: Tell us why here...There is a damage claim that has been filed in our customer relations damage claim file and it is being handled by ***** *******. He has all the photos and bills regarding this matter.  The customer should contact him at *************************** to see what the delay is in processing this claim.

4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bought a stove from them november 2013 the burners just stop working they have been to my house four times tommorrow will be five times and they still cant fix it there answer is we will send somebody to fix it i cant keep taking time off work for this it the stove needs to be replaced

Desired Settlement: a brand new stove

Business Response: Tell us why here...If the unit is not repaired after this last call we will issue the customer a credit to exchange or reselect.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The problem was not resolved. I can't accept the resolution. They had been to my house six times they say they fixed it and the next day the same problem happens I have to set up one more appointments.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ********




 

Business Response: Tell us why here...Customer has been issued a store credit on invoice ********* of what they paid for the range in question ($727.20 plus tax) to exchange or reselect. As per the terms of our extended warranty, the remainder of their extended warranty is satisfied by this exchange. If they want the same make and model they can call the store where their purchase was made and the ***** ******* will make the arrangements for the exchange to be made. If they want to reselect to a different make and model they will have to go to the store to use the credit to reselect and if they choose a make and model which is more than the store credit that they have they will be responsible to pay the difference in cost. PC Richard will disconnect their old range and reconnect the new at no cost to the customer.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PC RICHARD & SON & THEIR SALES ASSOICIATE OPENED A CREDIT CARD WITHOUT MY CONSENT & KNOWLEDGE. BACK IN JANUARY 2015 I VISITED THE PC RICHARD & SON LOCATION IN BAYSIDE NY TO PURCHASE AN ITEM. AS I ENTERED THE STORE & WAS APPROACHED BY A SALES REP WHO ASKED WHAT I WAS LOOKING TO BUY & IF I HAD RECEIVED BY NEW PC RICHARD CARD (I DID GET A LETTER FROM PC RICHARD A FEW MONTHS PRIOR THAT THEY HAD SWITCH BANK. HE HELP ME WITH MY PURCHASE & ALSO EXPLAINED THAT HE WILL "HAVE TO SEND ME MY NEW CARD". AS I DID NOT HAVE MY OLD CARD WITH ME, I HAD TO ENTER MY SOCIAL SECURITY NUMBER WHICH IS NORMAL AT PC RICARD IF YOU DONT HAVE THE CARD WITH YOU. A FEW DAYS AFTER MY PURCHASE I RECEIVED A LETTER FROM MY CREDIT MONITORING COMPANY THAT A CARD WAS ISSUED. IT DID ALARM ME AND I HAD INTENT TO INQUIRE UNTIL 03/**/15 WHNE I ENTER THE SAME STORE TO MAKE A NEW PURCHASE & AGAIN WAS APPROCHED & QUICKLY ASKED IF I HAD RECEIVED "MY NEW CARD" WHILE MAKING MY PURCHASE, PC RICHARD BILLING DEPT ASKED WHICH ACCOUNT I WANTED TO PUT THE ORDER, MY REPLY WAS "I ONLY HAVE ONE ACCOUNT" SHE THEN INFORMED ME THAT I HAD ANOTHER PC RICHARD ACCOUNT OPENED AT THE BIGGINING OF THE YEAR (PLEASE NOTE MY 1ST ACCOUNT HAS $5,000 AVAILABLE). I TOLD HER I DID NOT OPEN & ACCOUNT & WHY WOULD I IF I ALREADY HAD ONE. I ASKED TO SPEAK WITH A SUPERVISOR & AFTER A NOT PLEASANT CONVERSATION WITH HIM HE KINDA DISMISSED ME & GAVE ME THEIR CUSTOMER SERVICE NUMBER. I HAVE BEEN CALLING PC RICHARD & BEING PUT ON HOLD FOR MORE THAN 20 MINUTES.

Desired Settlement: I AM SURE THAT I'M NOT THE FIRST CUSTOMER AS I WOULD NOT HAVE BEEN AWARE OF THIS IF I DID NOT HAVE CREDIT MONITORING. I SPOKE WITH SYNCHRONY BANK & SINCE THE SALE REP PLACED THE PURCHASE ON MY NEW ACCOUNT I AM UNABLE TO CLOSE THE ACCOUNT. AT THIS TIME I WOULD PC RICHARD TO CLOSE THE NEW ACCOUNT WITHOUT IT AFFECTING MY CREDIT & WIPE IT OFF MY CREDIT REPORT AS I NEVER APPLIED FOR IT (WHICH I DID NOT).

Business Response: Tell us why here...This customer should contact **** ********* at **************************** and he will be able to assist them in this matter. He is our in house contact person for the bank.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I contacted **** ********* at pc richard on 03/**/14 as requested and gotten no reply. 

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***** *******




 

Business Response: Tell us why here...This is a paperless application which is sent electronically via computer for approval to the bank for a credit card to be issued. If the customer wants to cancel this they should contact the bank at ###-###-#### and do so. Siince the customer willingly supplied their social security number to the salesperson, then what has the salesperson done wrong??? The bank will have the customers account number and only the customer can canel that account number once it has been issued.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I did not provide the sales person with my ss#. I entered it into your cash register to make a purchase since I did not have my card. This is normally procedure at pc richard and other businesses if you don't have your card.  However I have contacted the bank and they set up an investigation. The bank saw the illegal transaction done on behalf of your salesperson as they too DO NOT any application showing I applied for a card. They are doing their own investigation into the matter. I find pc richard lack of concern and ability to review this matter  very disturbing.  I asked that the better business bureau also look into this matter to find out if any other complains were reported.  The practice on behalf of the sales person was unethical as it was done for the sole purpose of commission and on the banks behalf a hidden way of increasing one's credit without them being aware. 

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March *** 2015 I purchased a Sealy Posturepedic Hybrid Trust Cushion Firm Mattress (King) in the amount of $1,683.45 from P.C. Richards- Order Number* ***********. The mattress is defective and P.C. Richards sent out an employee to investigate and take pictures on Thursday. A week went by and i still had not received a phone call so i called and spoke to *******, she stated that she had to call the manufacturer and ask them first. ******* called me back and left a voice mail stating that the manufacturer would not be able to do anything with this mattress because I did not purchase the box spring from PC Richards. However, when the investigator was at my house he thoroughly checked the box spring to make sure it wasn't damaged or the cause of the issue and he stated in my house that the issue with the mattress had nothing to do with the box spring. Furthermore, no where in the terms & conditions, or warranty policy does it state that i have to purchase the box spring from PC Richards. Then I spoke to **** who is a ********** and he set up another call for a second opinion, even though they already had proper documentation and photographs of the mattress. On 4/*/2015 the mattress was deemed defective and i was told by ****** that i would be receiving a full refund. He gave me the phone number to call and the refund request confirmation number. I spoke to ***** ********** and told him the situation and he said he had to contact the manufacturer again. ***** called me back and told me they cannot issue a refund because the manufacturer *******) will not allow them to. I called ******, spoke to ****** and explained my situation she stated that they had nothing to do with P.C Richards and she said whoever i was speaking to was giving me false information. I then called PC Richards back and spoke to ****** and told her what ****** had said and she went back to the box spring issue with the manufacturer, so again I called ****** back and poke with ****** again and asked her if I had to purchase a box spring from same company and she said no it is not a requirement. I called PC Richards back again and they did not want to hear anything I had to say pertaining to the issue. After all of these phone calls back and forth and being told several different stories I am still sleeping on a defective mattress for over a month now and it is causing me severe back pain. I am very dissatisfied with the whole experience and do not think PC Richards has shown me the customer service they claim to uphold. Every Person I spoke with gave me a different spiel about the mattress, box spring, manufacturer (which has absolutely nothing to do with PC Richards) and as a long time customer with PC Richards I am displeased.

Desired Settlement: I was told that the mattress was in fact defective and the box spring had nothing to do with the mattress sagging and separating and it was explained to me that i would be receiving a full refund for the mattress. Therefore, I would like a full refund in the amount of $1,683.45 refunded back to my **** Credit Card.

Business Response: Tell us why here...This was an Internet Sales order so this customer must contact the head of our Internet sales  department at ****************************** to get this issue resolved. The Internet Deparment has a completely different set of rules and regulations regarding their sales than our showrooms.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This response from the business is a blatant lie. I just called PC Richards online sales department and spoke with ******. She stated that the Rules and Regulations for online purchases and showroom purchases are exactly the same the only difference is the shipping cost. I also called the PC Richard Store in ***** ***** ** and spoke to ****** who also stated the same exact information and I called the ********* PC Richard location and spoke to ****** who also said the rules and regulations are exactly the same whether you purchase and item in the showroom or online. So when you respond with "tell us why here" my response is because this is PC Richards and it doesn't matter where I purchased the item from it is still PC Richards. If you go back and re-read my original message and all of the trouble i have had to go through regarding this purchase I would like this to be resolved as soon as possible.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ********




 

Business Response: Tell us why here...The 2 people handiling this matter are both out of the office today. That would be ***** ********** (the head of our Internet Sales Department) and ****** **** (the ********** that deals with all mattress issues). The customer will be able to reach either or both of them tomorrow by calling us at ###-###-#### and having the telephone representative connect them with either *** or *****. To the best of my knowledge we do not sell products on a trial basis. If the mattress is indeed defective then it should be exchanged a refund would not be an option but that decision is up to *** based on the service reports that she has received regarding the defect of the mattress in question. She works directly with all the manufacturers of the mattresses that we sell. 

4/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Opened a charge account to purchase a new mattress. Was told i could charge 1100 on the card so I did. The past 2 years I've been building my credit back up, so I regularly check my credit score. Upon checking my score a week later i see i'm over charged by 100 dollars and my credit score has gone down. The sales person at the time told my they always let you charge 10 percent over for you first purchase. When I called to complain and spoke with the manager he told me the same thing and i needed to call ******** bank because they the charge go through. Called ******** bank and said it was there fault for overriding the card and putting the charge through. Called pc richards back and they said ******** was to blame for letting the charge go through. Either way i'm stuck in the middle with a mark on my credit score and a drop in my score in unacceptable. With no resolution in hand.

Desired Settlement: Not sure because this is a big deal to me. They need to pay the 100 to get my card back down to the right balance.

Business Response: Tell us why here...Customer should contact **** ********* at **************************** who is our in house contact for the bank to see if he is able to assist regarding this issue.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

I spoke with a ** **** **********  No resolution in site yet, but he was going to call synchrony bank and see what they can do to clear any marks on my credit score.  

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ***




 

Business Response: Tell us why here...Ok. If **** is working on it the customer is in good hands. He will do his best to make things right.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Basically this is my third refrigerator in a year, the original refrigerator the ice maker was broken, it was a factory defect, I received the second refrigerator on March *** 2015 as I was unpacking the refrigerator I noticed that the left door kept closing on me while the right door would stay opened,called the service dept and they sent someone over the guy just looked at it and said there is nothing he can do, that I needed a new refrigerator, called pc Richards to set up a new delivery for the third refrigerator on March **** 2015 as they were unpacking the refrigerator I noticed that the left door again was closing while the right door was staying opened, the installers said there is nothing they can do, that I have to call service again and have someone come over and fix it, I called frigidaire twice and they said they would have someone come and look at the refrigerator, the service man came April *** 2015 he told me that it was an installation problem to call P C Richards service and have someone come and look at it, the service man came April **** 2015 and he said that the floor is not level that I need to call and have an installer come and look at it that he only does service so I called yet again and had an installer come and he was at a loss for words didn't know what to do for me, I called PC Richards corporate office and pretty much got no where with them either, mind you that the first refrigerator the doors stayed opened when I needed and closed when I needed, don't know what to do please help!!!!!

Desired Settlement: I would like this refrigerator door fixed if it cannot be fixed then I want all new appliance from another brand!

Business Response: Tell us why here...Customer should call us at ###-###-#### and have the telephone representative get a supervisor to look into this for them. Of course ,if the door cannot be fixed they will offer another exchange.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

********* *******


 

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a GE washing machine in October 2014. From the first month forward the machine was defective and did not properly drain the clothing properly. This situation is still ongoing and I have had a repairman here 5X. I had to leave work early and lose money. The machine is still not working. I have complied with every demand of ** and PC Richards. Please help me with this issue. Greatly appreciated!

Desired Settlement: New machine to do a proper wash.

Business Response: Tell us why here...Customer is scheduled for an exchange for a new washer on 4/**/15. They have reselected and are now going with a Samsung washer.

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November *** I had four kitchen appliances delivered, two of which came damaged. After speaking with ****, the ***** *******, we came to an agreement for me to keep the damaged refrigerator. There were 3 parts to our agreement, seeing as there were multiple areas of damage on the refrigerator. **** honored to parts of the agreement, a warranty and a discount, however I was also to receive a new door in place of the damaged one. I was told he ordered it and would arrive in about 6-8 weeks. In early February I called the store to check on the status and was informed **** was not there and they could not find any order to replace my door. I was then told they would place the order but it would be another 6-8 weeks. It is now mid April and I still have not heard from PC Richards nor have I received my replacement door.

Desired Settlement: I would like the replacement door.

Business Response: Tell us why here...Customer should contact the ******** ******* for the store where the purchase was made. That is **** ***** at ************************ as he has notes on their invoice that he has in fact ordered a new door and he can follow up to see what the delay is in getting that new door.

4/14/2015 Problems with Product/Service | Complaint Details Unavailable
4/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a dishwasher on 12/*/13 along with a 5 year warranty. I was advised the warranty covered the entire appliance regardless of issue. The machine has been used 6 times since its purchase. After 11 months, I noticed that the enamel on the front door panel began to fall off. Having owned numerous appliances in the course of many years, unless the product is defective or refurbished, the enamel should not fall off. I contacted the service department on 12/**/14 and nine days later a technician evaluated the damage . He said they would advise whether the panel/door or entire dishwasher would be replaced and that I would be contacted in approximately three weeks. No one, of course, contacted me. On 1/**/15 I contacted the service department again and was advised they were aware a technician evaluated the problem, however, no follow up was indicated anywhere in their system. They assured me someone would get back to me after they spoke to the technician. As expected, no one did, so I called again on 1/**/15 and spoke to *****’ (not sure of the spelling) and then ******* ****. Like everyone else, **** said he would speak to a ******* ******* and get back to me before 3:00pm the following day. As you might have guessed, no one called. I called again on 1/**/15, spoke to **** and was advised there were no notes regarding my conversation with ****. After putting me on hold for a while she came back and said that my issue was not covered by the warranty and that I would have to contact the manufacture for assistance. Really? After two months of being taken for a fool, I am being told I need to contact the manufacture? **** assured me she would send me a copy of the warranty, which by the way, was never given to us or sent us as promised when the purchase was made. As of April, 2015 I am still waiting for a copy of the warranty. Lying and deceiving a customer is the highest form of insult any individual can possibly receive. A practice P.C. Richard seems to feel very comfortable engaging in. Their slogan “105 years of Integrity, Honesty, Reliability” is dishonest, unreliable and has no integrity whatsoever. I have never experienced such deplorable, unprofessional service from any establishment. There are several negative reviews against this company, all citing the same issues. It’s obvious they have mastered the art of scamming consumers.

Desired Settlement: The defective enamel, or as it is referred to "cosmetic problem" should not be dismissed as an issue created by the the consumer. PC Richard sold the appliance and should, not only stand by their products as their advertisement states, they should also take full responsibility. I would like the defective enamel to be repaired.

Business Response: Tell us why here...Cutomer was told on 12/**/14 by our tech that ran the service call that it is a cosmetic issue which is not covered by the manufacturer nor by our extended warranty. I will send the customer a copy of our extended warranty today. If they call us at ###-###-#### and speak with **** ******* (one of our supervisors) he may be able to assist them as he has notes on this invoice in January about an offer he made or wanted to make to this customer at that time.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** **********



 

4/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 2007 as a favor to my friend ***** ******** I agreed to co-sign in order for her to be approved for credit and be able to purchase a TV on credit at PC Richards. The sales person told me that I was co-signing for the TV only & in the future when ***** has better credit she will be able to apply for her own credit with PC Richards. Later on to my surprise I found on my credit report that ***** was extended a larger credit amount than what I had agreed to co-sign for. I never signed any additional paper work or agreed in any way to be responsible for the extended credit line. I called PC Richards & was told ***** made a purchase & was extended credit. I explained I was not aware, not notified & had not agreed in any way to be responsible for this. I asked to be removed from the account & the lady told me that this was not possible & that they can extend the credit amount without my permission. I taught this was legal until last week when I spoke to a lawyer & found out that this could not extend credit using my social security number without my permission. ***** has been making the payments as agreed. I never signed any paperwork or agreed in any way to be extended credit using my social security number or any of my information. I want PC Riichards to remove me from this account & destroy whatever all personal information relating to me. I feel violated that they extended credit using my information without even asking me.

Desired Settlement: I would like my name to be removed from the account as the co-signer. I also want PC Richards to destroy any personal information they have relating to me. I feel violated that they extended credit using my personal information without even asking me. I will wait for a response to this complaint. If issue is not resolved soon I will take legal actions. I may be contacted at ###-###-####.

Business Response: Tell us why here...Customer can contact **** ********* at **************************** in case he cannot resolve this issie with the bank at ************** because this is now an issue bttween him and the bank. 

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two years ago I bought a whirlpool refrigerator (along with a stove, microwave oven & a dishwasher). Two weeks ago the refrigerator stopped working. Both sides stopped cooling, and had to throw out all the food that was store in it. I called the P.C. Richard, and they sent over a technician. Refrigerator is still under warranty. Technician informed me that he needed to order a piece, which he did and he came back two day later to install. With the new piece refrigerator stil was not working, he suggested we go to the store and pick out a new one for an exchange. That same afternoon I went over to the ******** st sore, to pick out my new fridge. The one that I chose they did not have in stock and would take 2-3 weeks for delivery. Salesperson gave me another option. He offered me an LG which he stated were the same dimensions as my broken whirlpool. Apparently that was not the case. Sunday the first delivery attempt was made. The delivery person came in, took measurements, did not attempt to offload the refrigerator form the truck and say the fridge would simply not fit in though my hallway since there's a radiator against the wall. They decided not to attempt to bring the appliance in. I then called P.C. Richard and explained the situation and asked to reschedule the delivery to se if they an attempt to get it in. The reschedule date was for today. The crew arrives and takes measurement and again states they will not attempt. I asked them if they can attempt to lift the (empty) refrigerator above the radiator, they said no. They don not want to lift anything. Then I asked if I could have the radiator removed if they bring the fridge in.they again said no. They will not attempt to deliver it, My father was there willing to remove the radiator which would give them enough clearance to move the refrigerator and again the refused to make the attempt. I called the store and asked to speak with a *******. I explained the situation and he told me the best he could do is reschedule for,tomorrow for "heavy lifting"crew to come and make the move. So that is another day I need to take off from work and a third delivery attempt. I asked the manger why that crew want sent today considering the first delivery attempt didn't not go, he said there was not note on the account stating the issue. And once I asked what I would get for the inconvenience, they offered me nothing except for me to be available tomorrow for another 4 hours for get another delivery attempt. This is beyond poor customer service. 3 days off from work for a refrigerator and 2 refused delivery attempts.

Desired Settlement: I want a credit for the full amount of the whirlpool refrigerator. It was a lemon.

Business Response: Tell us why here...Cutomer was given full credit of what they paid us for the Whirlpool refrigerator and the new refrigerator is scheduled to be delivered today. If this customer is looking for additional cocmpensation for time lost due to delivery issues they should contact the ******** ******* of the ******* Store at ****************** and he will be able to assist them with that.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

I did not receive a credit, what I did get was a replacement refigerator after a week and a half from the initial call and two failed delivery attempts. Failed attempts because P.C. Richards sent me two delivery/ installation crews that did not even try to fit the refigerator into my house.  Both times the refigerator did not even make out of the truck, nor did they attempt to remove the broken one. I had to wait for a THIRD delivery day, which meant another day off from work.  I deserve to be compensated for the inconvenience due to the incompentence of TWO delivery/installtion crews who refused to even offload the refigerator from the truck.  I ask for a credit/gift card of at least $200 to cover the food I  had to throw out and for having to lose two days of work. The ******* offered no compensation for my inconvenience. Two weeks with no refigerator, and two failed deliveries. 

 ....

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a washer from them brought it home it didn't work I returned it they gave me a different washer brought that one home I unplugged the the washer from the bottom to connect the water exit hose. water came out I knew at that time this was a scam I called whirlpool and asked them if their washing machine came with water in them their reply was no . So I called pc Richard they told me water does come in the washers any how the washer was inoperative for the second time unbelievable!!!!!

Desired Settlement: I would like a replacement delivered to my home in a box

Business Response: Tell us why here...Customer is scheduled for service on the washer on 3/**/15. If the problem cannot be resolved at that time we will gladly exchange it for a new one in a box but bear in mind that all washers and diswashers will have some water in them as they are pre tested at the factory. This is not a scam and I have no idea of why someone at Whirlpool would tell a customer that there is not suppose to be any water in a new washer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

 Two washers cannot be bad at the same time read  all of of Richards reviews Most of them are about washers 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******* *********




 

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Mom, who lives with me, received a delivery of a dryer from PC RICHARD. The guys who were sent not only refused to set it up, but they claimed it was against the store's policy. On top of that, one of them had the nerve to bribe my mother, saying that he'll only set it up if she gives him 100 dollars!!! On top of that, the wrong dryer was delivered!!!

Desired Settlement: All the appliances in my house are from PC RICHARD. This unsatisfory service has never happenned before. I want better services from them.

Business Response: Tell us why here...We are not able to access the sale of this dryer from the information provided but if it is the wrong dryer that was delivered the customer should contact the ***** ******* at the store where the purchase was made and he will arrange an exchange. Bear in mind that if the customer did not pay for a dryer installation at the time of the sale that our drivers will only drop that dryer off. Dryer installation prices vary depending on if it is a gas dryer or an electric dryer and venting may be required which is an additional cost to the delivery charge.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a kitchen appliance set from the coop city store on Black Friday 2014 and it was delivered that Sunday. When the delivery guys plugged the fridge in; you could hear it running. Since we sold our old fridge AND both the PC Richards delivery guys and my husband could hear the fridge running; we place our food in the fridge and freezer. The appliances were delivered late afternoon. The next morning I discovered the fridge never got cold. We contacted PC Richards the gave us a hard time about getting someone out the same day. The sales rep that sold us the set was the person responsible for getting a couple of techs to come by our house after work and look at the fridge. The techs determined the issue to be that the fridge had no freon. Since the fridge could be heard running it was easy to think it was working. Even though the techs determined the fridge needed to be replaced, my husband still had to take a half day off of work the next day so PC Richards could send another tech to determine what the issue is before they would replace the fridge. The techs that came Monday evening were contracted PC Richard techs yet because a service call ticket was not opened PC Richards still needed to further inconvenience us. My husband missed half a day of work just to have a tech come by and determine the problem to be the same thing the first techs did. Then once the fridge was replaced my husband spoke with the ******** ******* regarding reimbursement for all the food we had to throw out. He told my husband he would get back to him and never did. A week later I contact customer service and spoke with ****. I explained to him that I took pictures of the food in the fridge and freezer as well as the food being on the counter spread out. I also informed **** that I will itemized the items and the total cost of the food and submit since I am entitled to the cost of the damaged food and he agreed. He sent me his information so I can send him the list. Due to the passing of my father in law I was delayed in sending the list and when I did I was contacted by a woman named ****** who informed **** no longer worked there. I went over the issue with the fridge and was cut off to be told "it is not in the contract you signed". I informed her I never signed a contract. The she provided more excuses as to why I can not get a refund. FIrst ****** stated,I have to put a warranty claim in which will be denied since the warranty does not cover damaged food, then it was put a claim in with ******* but they will deny it cause they do not cover damaged food either. Then she tells me it is PC Richards policy not to reimburse for food when I reminded her the item was delivered not working why would I put a warranty claim or manufacturers claim in. Then she offered $100 instead of the $220 I itemized some of the food to have cost because I didn't have actual receipts just a food list with pictures. I informed ****** I can get her receipts since I purchase a lot of it at *** they will have records of the purchases made during that time after to replace the damaged food. I also explained to her the list I sent her was only of the food that could be seen in the pictures and that the receipts of everything that had to be thrown would total to more. SHe remained at the $100 repeating they do not reimburse for food but will give me the$100 as a courtesy. After reviewing the consumer affairs website I declined there offer as I am within my rights to request PC Richards reimburse me for my damaged food which I informed ****** of. I also spoke with her ******* and informed her of that is stated on the consumer affairs website and was still only offered $100 and told they do not care what consumer affairs says.

Desired Settlement: I will collect my receipts and what the total of the food was I want reimbursed.

Business Response: Tell us why here...We do not have any food loss policy. Many years ago if you had an extended warranty with us and we did not service the unit in question within 48 hours and food was lost we would reimburse that food loss up to $100.00. We do not have that policy anymore but ****** (one of our **********s) as a courtsey still offered that $100.00 food loss to this customer. The refrigerator in question was delivered 12/*/14 and exchanged on 12/*/14. We are not aware if ******* (who is the manufacturer) of the refrigerator in question has any food loss program for products that are delivered and fail to function. We suggest that this customer contact ****** again to see if she will revise her offer but technically and legally we are not responsible for food loss as is now stated on our contracts.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The excuse that PC Richards does not have a legal responsibility for loss food as stead in their contracts DOES NOT pertain to my complaint. I am NOT in a contract with them This was the first excuse ****** gave me when I requested reimbursement. I explained to ****** that I am NOT under contract with them which she learned to be true when she looked at my account. If the employee responding to the complaint actually bothered to look at my account they would have seen I am not in any contract with them so that would not apply. As I stated in my complaint, per consumer affairs I am entitled to reimbursement for my damaged food.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: Tell us why here...The fact remains that we do not have a food loss program or provisions for any reimbursement of food loss. The $100.00 offered was only done by ****** as a courtesy. If customer is insisting on the $220.00 she should contact ******'s ********** at ************************** or call her at ###-###-#### rgarding this issue. As per ****** she believes that this customer may have already spoken with *** *****.  She was not sure about that.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I already spoke with the woman named *****. There are consumer protection laws and I know my rights. I will now file a small claims case and I have already filed a complaint with consumer affairs. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******



 

3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Blomberg dishwasher was purchased from PC Richards in ********* ** on 10/**/14 for a total of $819.84. Purchase included installation service for additional charge of $125, which was to be rebated after installation. Dishwasher was delivered on 10/**/14, but installation was incomplete. Installer told me I needed to hire my own plumber to complete the installation. I called the store to complain. I was replacing a previous dishwasher in the same location, so all of the basic plumbing needed was already in place. A simple connection is all that was required. On 11/*/14, they sent another installer, but that installer could not complete the installation either. I called store again, and they sent a third installer a few days later. This installer did further work and then stated that installation was now complete. I ran the dishwasher the next day and it caused a flood, creating considerable damage to my kitchen and the ceiling in the floor below in my home. I went back to the store to complain to the salesman (******) and his *******. They refused to send a licensed plumber to properly repair the installation and the damage. So I hired my own plumber to fix the installation. The plumber showed me that there was considerable damage to the plumbing under the sink caused by the PC Richards installer. My plumber repaired this damage on Dec. **, 2014 and properly completed the connection of the dishwasher at a cost of $220. I called PC Richards customer service several times to complain and was finally told to get an estimate to effect further repairs of the significant damage caused by the flood (damaged flooring under sink, sheetrock ceiling of floor below, and painting). I got an estimate from a contractor to repair the damage, which amounted to $950. I mailed this estimate to PC Richards in early January, 2015. About a week later, they sent an inspecting team to my home to inspect the damage and take photos. I waited over a week and did not hear anything. Then I had to follow up with several calls, and finally spoke to Lisa in January, who promised to pay for the repairs of $950 plus $220. But no payment was forthcoming, other than the orginally promised rebate of the $125 installation charge . I then sent a certified letter of complaint to **** ********, *** of PC Richards and Son, dated Feb. **, 2015. As of today, March **, 2015, I have still not received any payment for the repairs resulting from the faulty installation of this dishwasher. ,

Desired Settlement: I am asking for a cash payment of $1170 to pay for the repairs to my home, plus $200 to compensate me for all of my time and trouble for a total of $1370.

Business Response: Tell us why here...This issue is now a small claims court case which is scheduled for April *** unless ****** * ***  ************* settles this claim with this customer out of court. We have forwarded the estimate of the cost of the repairs plus the plumbers fee to ****** * *** ************* and they should be contacting this customer with a settlement prior to the court date otherwise they will be going to court to resolve the issue there.

3/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On September *, 2010, I purchased a G.E. Dryer model #DPSE810EGWT for $ 692.70, including required dryer accessories, (advised by the sales representative that I needed to purchase) , delivery and taxes, from P.C. Richard & Son. I found out that the dryer was hooked up to plastic ducts for venting by PC Richard which does not comply with code section *****, which requires that vents be constructed of smooth metal ducts. I recently found out that the dryer could only be hooked to flexible ductwork meeting UL 2158 A as required by the state. I am now in fear of a possible fire as a results of misleading, insufficient, incorrect information supplied by the salesman for venting accessories and the subsequent hook up by P.C. Richard of the dryer to plastic venting ducts. I depend on the business I am dealing with to be aware of and relate to me the necessary materials that are compliant to code I know there has been a delay in this complaint but I have been ill.

Desired Settlement: To resolve this problem, I would like to request the compliant smooth metal duct work be hooked up complimentary as a results of PC Richard putting me through this misinformation, stress and aggravation. I would like to resolve this problem immediately and would be grateful if the process could be completed as soon as possible.

Business Response: Tell us why here...This issue was addressed over one year ago by our installation managers and based on the pictures that this customer sent to them it was determined that we did not even do that installation. If customer requires additional clarification they should contact our installation manager at **************************, they can also reach him by phone at ###-###-####.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

In the complaint I gave the invoice number, date, saleman, location of installation, all details of the installation and P.C. Richard business location (*** ****** **** **, ************ ** *****)  They did install the dryer as the invoice reflects but illegally did not advise as to the correct venting and hooked it up to the illegal venting.  No they did not install the venting, but should have as the hook up to the plastic venting is illegal....see complaint

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

Business Response: Tell us why here...None of what this customer is requesting is going happen.  We had nothing to do with the illegal  (not up to code) vent installation that is in this customers home. Her complaint should be against the person or persons that did that installation, not PC Richard. Nor do we even do that type of vent installation. Customer has been contacted by our Corporate office and as far as we are concerned this matter is closed unless this customer can show us a paid invoice that we in fact did the vent installation in question. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have reviewed all of the information.  P.C. Richard, I agree, did not put in the original venting, which I stated in previous communications.  My problem is that they HOOK UP dryers, as they stated as well, to any venting that the customer has whether legal or illegal.  If this is allowable by the BBB or the Attorney General of *** **** *****, who I have contacted, then I no longer have an issue.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

3/20/2015 Problems with Product/Service | Complaint Details Unavailable
3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this refrigerator is junk, i've lost two freezers of food. the ice maker has been broken off and on since i bought it. still broken now.. last time it took almost a month to fix the ice maker, i have a ten year warranty. last time the ice maker was fixed i was told if it or any other problems arise they will credit me my money towards a new one that was in October. well it happened again the ice maker, have not been able to use it since three days before the super bowl. i had an appointment for ***. my wife had a medical problem and had to go to the hospital for test that day, so i changed it to today******, i told them i needed a morning app. they said no problem. i missed work this morning and waited, i got a call from the tech he would be at my house between noon and three what part of that is AM?. no way a whole day of work lost AGAIN, how much do i have to endure before you do what you said you were going to do. i spent over $8,000.00 dollars there over a year and a half period. NEVER AGAIN!!!!! HOLY ***** does anyone one there care how this customer has been treated. the reason they made me do this next app. and not do a credit with me is because it's been to long since my last problem. What!!!!!!!! October was the last problem, so lets make it even worse for this already bent over customer and make him do another service call. thanks we see how that's working out for me. I get it, you are a big company who only cares about the bottom line. what will you do for me now. I'm at the end of my rope. ok so two freezers worth of food lost about $600.00, many service calls, wasting so much of my time. not following through on what your store manager told me. and the ice maker is still broken.

Desired Settlement: my desired out come credit me $2,500.00 dollars including tax, for the junk i bought, give me 90 days to do the exchange in case we want a better one, all without another service call,

Business Response: Tell us why here...A service call is scheduled for 3/*/15 Based on what the tech finds at that time a decision will be made as to exchange the refrigerator in question or not. The customer should call us at ###-###-#### after that service call is completed and speak with a supervisor who will review the service history and make a decision. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#********, and have determined that my complaint has NOT been resolved because: 

[Your Answer Here]

i have yet to receive a response from the company. as of today 3/**/2015

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Business Response: Tell us why here...The parts for the repair are in and if they do not resolve the issue on 3/**/15 then we will give the customer credit of what they paid to reselect a new refrigerator. Nothing can be done until that last attemt at repair has been completed. In accordance with the terms of our extended warranty an exchange or replacement cannot be authorized unless the product is deemed unrepairable or uneconomical to repar by our technicians.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]we were told that, the last repair in October. sorry if we don't believe them, it's one  lie after another. ONE of the sad parts of this is we never received a phone call from anyone person to see how we feel about one bend over after another. today i got a call from a gentleman, who might understand our issues with the way things are being handled. i did call their *** number to be told as long as it's fixable we won't replace it. why do you talk to people like they are stupid. anything can be fixed over and over. you can pull a car out of the junk yard and fix it like new. that statement made me not want to talk to her anymore, I asked her to have her boss call me to maybe talk to someone who can make a decision, that was the one and only call i got through this whole thing.so no repair at this time will be done.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a laptop from the store on the **** of February today on March *** I tried to return it due to a lot of issues with the computer I did not want to send it out I just wanted my money back for the faulty computer and they would not return credit or money they basically told me there's nothing they could do

Desired Settlement: I understand I might not be able to get the full refund for the computer with all the fees but I would like the amount for the computer itself given back

Business Response: Tell us why here...We do not sell products on a trial basis. If the computer in question has problems and it was purchased in February  it can be exchanged for a new one but a refund is not an option. 

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I buy a washer and a dry I call them I do not like how they work and will pay more to get something else or a know brand

Desired Settlement: I will pay if I have to exchange the washer and dry

Business Response: Tell us why here...Customer must contact the head of our Internet Sales Department ***** ********** at ****************************** We do not sell products on a trial basis and it does look like we have already exchanged a pair of Amana products for this customer for the ones that they now have as a courtesy. So, I do not know if ***** will excahnge these as well. That is totally up to him.

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a dishwasher and an extended warranty and was forced to get item delivered due to a promotion on 10/**/13. The dishwasher was never opened nor used and properly stored during my construction. I just moved in and installed my dishwasher on 2/**/15 to find my dishwasher defected inside and that the door will not properly close. I was told to call the manufacturer ****** where in turn they said its not a malfuction piece in that it was damaged during delivery from PC Richards. PC Richards is blaming ******. I have been and still paying an extended warranty for the dishwasher. I spoke to the sales representative from the Astoria and was told there was nothing they can do. PC Richards Headquarters in *********** is not returning my calls and I am out of a dishwasher. I spoke to ***** **** who is the ******* ******* at the headquarters and he is not returning my calls and insisted rudely that its not his problem.

Desired Settlement: I am asking for a replacement or a repair so that i can use my dishwasher. It has never been used and i have been paying for insurance since 10/**/13 and no one is being held accountable for this unit.

Business Response: Tell us why here...According to the notes on our system from ***** ****, he has spoken to this customer and advised them that we cannot be responsible for delivery daamge for somthing that was delivered 2 years ago. Based on the pictures that he received from ***s Appliance the inner tub is damaged. Customer should contact ***** **** again to see if repair is even possible because we are not going to replace the dishwasher in question due to the ***gth of time that has passed from the original delivery.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

 ***** **** keeps stating that I had the unit for 2 years which is false. It has been 1 year and 5 months NOT 2 YEARS. I was FORCED to get the unit deivered due to a promotion in which I had no choice but to get it delivered by 10/**/13.  I explained to the salesperson that I am under construction and the house will not be ready anytime soon.  He (***********) INSISTED to get the unit delivered in order to receive the promotion and to store it in a safe place. He also stated not to worry that I have an extended warranty and I will be covered in case something is wrong.  Everytime I call ***** **** I get a voicemail or leave a message with a receptionist with no response as of yet. ***** also stated that I should have opened the box when it was delivered, however, the problem is internally.  There is no dent or any evidence that the damage was visible.  The problem is internal.    In addition,  when ***'s appliance came to observe the unit, the technician bent the piece even more and stated that he did this so that PC Richard or ****** would have no choice but to replace the unit.  I have been paying for insurance since 10/**/13 and cannot understand why the aggravation in order to replace or repair a unit that was never used. 
When I purchased this dishwasher, I spent $25,000 in appliances and electronics and cannot understand why PC Richards is giving me a hard time for $799.99. 
I would like to see what pictures ***'s technician sent him.  This is a piece that is hard to see internally that will not allow the door to close properly.   [Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

Business Response: Tell us why here...***** has the photos as well the report from ***'s and the customer can receive both from ***** if they e mail him at ************************  ***** has discussed this issue with our ******** of Customer Service  *** **** ***** and ***** will be calling this customer shortly with an offer suggested by *** **** ***** in an attempt to resolve this issue amicably. .

3/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I discovered that the television set I purchased, along with an additional cost of the extended warranty, at the P.C.Richard & Son in ********** ** was defective. I addressed the issues with their representatives in depth on several occasions. Briefly, the following is what happened. I found the panel of the flat panel television set warping severely. The glass screen detached from the back panel with the gap measuring up to 1/4”. Along the right side of the panel, the glass almost separated completely from top to bottom. I reported the problem to the P.C. Richard service department and asked for service under the warranty. On September ** 2014, their technician came to examine the television and noted the panel warping and the detachment. He submitted a report with the findings. He gave me a copy of his report. On September ** 2014, I followed up with P.C.Richard service department and was told they would not honor the warranty for several different reasons. Some of the reasons were: “Warranty won’t cover it because we can’t repair it.” (by ***.) “A plastic problem” “A screen issue” “Cosmetic issue” (by ****.) “Physical damage” (by ******* ***** On September **, I requested a copy of the technician’s report and documents he submitted from the September ** visit. I received a different report from service ******* ***** ****** post dated back to September **. The report was now different from original technician report. I contacted P.C.Richard’s ********* in writing early October 2014. On October ** 2014, I received a call from ***** from ###-###-#### and he insisted again that warranty is void because it was physical damage but he would help out by offering $963.00 store credit while comparable television being sold at $1100.00 + tax at P.C.Richard. I want what is due to me according to their warranty agreement. P.C.Richard representatives distorted the facts and are denying reasonable coverage. Please help. Thanks **** *****

Desired Settlement: $1177.00 in store credit (price of comparable model) or $963.00 in cash refund

Business Response: This issue will have to be resolved between this customer and our New Jersey service ******* **** ******.  His e mail address is ************************** and **** has also been forwarded a letter of complaint from this customer that he sent to ***** ******* (********* & ***) of our company on 10/*/14. Unfortunately, this may  in fact be a cosmetice issue as per the original techs report which states "TV works OK. Elect is OK Frame is bent. Frame problems". So, that is basically the same report that this customer received from **** but perhaps they can work something out. Our extended warranty does state that cosmetic issues or physical damages are not covered  the TV is working according to the techs report.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

***** ****** is the person I originally talked to and he is the same person who sent me the altered technician report. There is no reason I would trust him.

On October **, 2014, ***** from ###-###-#### said that if he wasn't able to order parts for my television, he would exchange my television with a comparable one. On October **, 2014, he recanted his own words, and now refused to exchange but offered a supposedly courtesy store credit for half of the price what it should be.

My television is warping causing the glass screen to be detached from the back. The Panel is separating into 2 pieces. P.C. Richard servicing technician said he wouldn't even operate my television for any diagnostic because warping is so severe. It is NOT the screen problem, plastic problem, cosmetic problem, physical damage or any various claims the P.C. Richard staff claimed at different times to deny coverage. IT IS A MANUFACTURER DEFECT. IT IS A MATERIAL DEFECT that supposed to be covered under the extended warranty that I purchased. 

P.C. Richard and their technician knew it was a manufacturer defect which is why they said they were asking Sony to take it back. When Sony wouldn't take it back, P.C.Richard service department labeled the problem as problems that wouldn't be covered.

I trusted P.C. Richard and purchased the extended warranty. I hope that they WILL stand by their motto; Honesty, Integrity and Reliability. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** *****




 

Business Response: From the phots taken and the information received it has been determined that this is not material defct it is physical damage caused by external forces. Corporate has reviewed the complain and did assign ***** **** to this matter and ***** has offered this customer a $900.00 store credit to reselect a new TV and also has given the customer different model numbers of TVs that they can purchase with that credit with no money out of pocket to them. This offer was made as a courtesy and not because any of this defect is covered by any warranty including Sony's. We suggest that the customer contact ***** at ******************* and take him up at the offer he has given them because that is all we are going to offer at this time. They can also reach ***** at ###-###-#### if they wish to speak to him by telephone.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** *****



 

3/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a GE refrigerator with dents on the door and reported to the retailer. I has been nearly 4 weeks and many phone calls to inquire about the status of the situation. This situation is being handled by the ********* ******* who stated originally that it take up to 2 to3 weeks to get the consumer a new door from the manufacturer. I have made many inquiries and I still did not get a definitive date when the door is arriving. The service here at PC Richards has been extremely derelict and complacent at best after I had paid in full for the item. I will not ever use them again because they do not live up to any expectations from their advertisments.

Desired Settlement: I just want a new door replaced

Business Response: Tell us why here...New doors have been ordered from G.E. New doors take from 8 to 10 weeks to get because they are not a stock item and have to be manufactured. If the customer does not want to wait for them or accept a damage allowance to keep their refrigerator as is, then they should contact the ***** ******* at the store where their purchase was made and he will make arrangements to exchange the refrigerator in question for a new one.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not been satisfied and I am still waiting replacement of the damaged door. I was never told originally that it would take 8 to 10 weeks to order as well. PC RIchards has NOT been consistent in their communication and they keep making promises which are constantly being delay. They did not make any damaged goods offer as well which would be unacceptable to me anyway. 

                                                  Sincerely,

                                                       ******* ****

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ****




 

Business Response: Tell us why here...I do not blame the customer for being upset but if they contact the ***** ***** store where their purchase was made and speak to the ***** ******* they have been offered an exchange for a brand new refrigerator if they do not want to wait for the new doors to arrive. Have them give the ***** ******* their invoice number **********. It looks like the paperwork has already been done and all they have to do is give the ***** ******* the day that they want the exchange to be done.

3/2/2015 Problems with Product/Service | Complaint Details Unavailable
3/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/**/15 I found an amazing deal on their website, that I couldn't pass up. It was for a desktop PC that would suit not only my gaming needs, but also my photo and video editing needs ( have a newborn and wish to cherish the moments). I noticed the PC around 7 a.m. est and waited until 2 p.m. to make the purchase, in case it changed. Checked order status around 8 a.m. on 2/**/15 and it had changed from processing to pending merchant action. Checked bank statement at that time as well and saw they had taken payment for my order. Now excited about my deal of the century I went about my day. At 11:29 a.m. I received an e-mail from PC Richards stating, "Unfortunately, due to a computing error on the site, the item you purchased (**) was sold for a price below what we are able to sell it for." and are sending me a $25 gift card for the error. At this point I go back on to their website and see the PC still up for that price. Confused I try calling the service number giving to me, to find out more information. Boss walked in had to go to a surprise meeting. Had my mother call on my behalf to find out more information. Talk with her later that evening and she informs me that she had spoken with a very nice woman that was willing to honor the price for us but, was unable to due to the ******* having that power and he was no longer in the office. She did explain to my mother that he will be back the following day and to call back. Feeling pretty good about the situation I decide to sneak in the call at work. I call the service line at 9:50 a.m. and get Justin, who informs me that there is nothing he can do and the company is not willing to honor the original sales price. After a few more moments talking with him he places me on hold (for 8 mins) and then transfers me to his ******* *****. I immediately get "stone walled". I understand how you feel but there is nothing we can do. Then offers me $100 dollars off and a $50 gifts for my troubles. I explain to him that they have taken payment almost 24 hours after I made the purchase. That money will be back in your account by the end of the week. Pretty nice how they can take your money quickly but, take so long to give it back. I explained that it was processed through them, payment taken, and the mistake wasn't caught until it went through to the third party, they should honor this deal and own up to their mistakes to keep a customer happy. Kept getting the run around and told ***** that this is like going to a grocery store, paying for something and before be handed my product being told they can no longer honor this price, here's your money back. I was informed that analogy isn't relevant and the we can not honor this price speech started again. Frustrated I ended the phone before I had gotten irate. I don't feel this is very good customer service at all and that should be a large backbone in any company. Now I have spent thousands with this company and referred many friends and family to them, which have done the same. I ignored other reviews and complaints about this company, due to never having any issues personally. I will no longer be doing business with this company, who will not do anything to satisfy a customer, or own up to any mistakes they have made.

Desired Settlement: I wish for them to honor their price and send me what I have purchased.

Business Response: Tell us why here...As per our ******** ***** *******, ***** *********** he has spoken with this customer and explained that there was an error on the site as the price of the unit in question was incorrectly posted in error. This sale has been cancelled and  this customer money has been refunded. In accordance with the terms of the use of our website, we reserve the right to correct any errors in pricing or description of all products. His offer to this customer still stands but we are not legally or technically obligated to  honor the price that was erroniously posted on our site.. nor do we have any intension of doing so. We do apologize if this has caused this customer any inconvenience and that is why ***** has offered this customer what he offered.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 Do to discourteous responses as so. I was not warned, notified, or told in anyway about the terms or policies of the website. Yes the terms and policies are on the website, but I was not instructed to review before finalizing my purchase and was not told that it was their policy. I was only informed that do to the difference being $1000, they were not going to honor the sale. As far as the refund is concerned, I believe they mean to say the refund is being processed. As of the time of their reply (2/**/15) no money was refunded back to my account; I was emailed a copy of the cancelled order and verbally told my money will be returned, possibly by the end of the week. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

Paul Guiliano




 

Business Response: Tell us why here...$122.29 was refunded back to this customers **** Card on 2/**/15 and a $50.00 Gift Card was processed 2/**/15 which will take approximatley 10 to 14 business days to arrive at their home. This customer should see that refund on their next **** Card bank statement.

2/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: • Series 5 Samsung Plasma TV – originally purchased from PC Richard & Son on ****h **, 2010 o Store # ** in **** ********* ** o Purchased 5 year extended protection service from PC Richard & Son o At the time of purchasing TV extended warranty was offered with explanation of 100% repair coverage, except image burn-in (as per receipt) • In the beginning of October turned on TV with remote – flash of light to the bottom on the screen followed by a cracking sound • “Star” crack appeared at the bottom right of the screen • The crack is also under the screen and cannot be felt when you run your fingers over it • The TV was never moved or handled in a manner that would result in damage • The television was in working order the night before the crack appeared • Called PC Richard & Son who sent out a person to look at the TV • On 10/**/14 representative came, inspect TV • PC Richard & Son stated that the damage was not covered in the 5 year protection service because it was physical damage however, there was no physical damage done to the TV. • Called Samsung and sent pictures to their specialists who also stated that the crack was in result to physical damage. Transaction # -********** Called 11/**/14 and talked to Executive Customer Relations • Samsung suggested a third party to repair the damages • After being told by both companies’ that the crack was in result to physical damage – WHICH IT WAS NOT! – I googled Samsung Plasma TV’s that were manufactured around the same time and found tons of complaints from people who went through the same situation! Flash of light – Loud Sound – Crack on screen. • The reason I purchased the extended 5 year protection from PC Richard & Son was for instances like this! Not to be accused of lying!! I would not go through all this trouble and being put on hold for hours if I caused this damage!! I am stating 100% that TV did not have physical damage! • Please HELP.

Desired Settlement: Repair or exchange

Business Response: Tell us why here...Under the terms of our extended warranty, screen damage of any kind is not covered. Physical damage does not nesessarily mean that someone physically abused the TV. Screens can be damaged and crack from outside impact of any kind even a sloght bumping into the TV by accident. If the screen were to crack due to a manufactuers defect I am sure that the manufacturer would have informed this customer of that since they have no reason not to because they are out of the picture after the first year and would refer the customer to us. If the customer does not have a copy of our extended warranty, we can mail one out to them. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

To whom it may concern,

I strongly disagree with the statements made by the P.C
Richard & Son representative. The representative stated that:

“Physical damage does not nesessarily mean that someone
physically abused the TV. Screens can be damaged and crack from outside impact
of any kind even a sloght bumping into the TV by accident.”

In my opinion, any outside impact even, “a sloght bumping
into the TV by accident” accounts for physical damage because it is physically
done. In our case however there was no physical damage!! There is nothing on
the outside of TV that suggest physical damage!! It is an internal crack on the
internal panel!  Unless you think that
turning on a TV with a remote accounts for physical damage.

The TV was never mounted on the wall. It was properly placed
on a TV stand which was also purchased from P.C Richard & Son. The TV has
never been moved or lifted since the date of purchase.

When purchasing the TV we were clearly told by the sales
representative (**** **** & **** ******) that only physical damage and
screen burn-in was not covered by the extended warranty. We do not have physical
damage or screen burn-in!! It is an internal crack on the TV panel that did not
result from physical damage!

When I contacted Samsung they informed us that because we
were out of the one year manufactures warranty there was nothing they could do.
They suggested we call a third party repair company to fix the television.
There is no reason that I should pay out of pocket to have this TV looked at
and repaired if I purchased the extended service protection from P.C Richard
& Son.

We have a copy of the original receipt and the extended
service protection agreement on hand. Looking forward to hearing from you. 

 

Sincerely,

******** ******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I am currently in the process of getting in touch with ***** ****. However, I will not close this claim because my issue has not been resolved. Like I said previously, I contacted your **** ********* store front where a sales representative clearly stated that your protection agreement has "NO EXCLUSIONS" I even have this on file. You are lying to your customers with your shady deals. If you would have educated your sales representatives on your polices you would not be in this situation.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ******




 

Business Response: Tell us why here...Ok. See what ***** can do for the customer (if anything). Unfortunately, we can only go by the printed contract or by the manufacturers warranty,  not what "he said,she said". If the customer does not have a copy of the manufacturers warranty or our extended warranty we can send it to them or ***** will be able to send it to them.

2/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On January **, 2015 I purchased an item in the store and I was told that the item was not available but I would receive at the end of the week. Two weeks passed and I still didn't have my product. I called the store and asked them to please refund my account for the full amount which was done immediately on February ***. I received my bill and the charges were still made and on top of that I incurred finance charges and my minimum amount went up as well. I contacted the financial services for the card and I explained to them the situation but instead of receiving the customer service that all clients deserve I was continuously interrupted by a so called ******* ******* named ******* who was beyond rude and told me to seek a *********** ********** to discuss my economic crisis. All I wanted to know if possible, was how they can bring my minimum payment back down to what it was previously since I never received the item in question, but instead I was treated like a criminal that didn't want to pay her bill. These type of "PEOPLE" should be evaluated and trained correctly before given a position in which they cannot handle or address a CUSTOMER or CLIENT correctly. I would really appreciate if this LADY could be trained correctly so she may know how to treat a customer from such a respectable company. This makes PC RICHARDS look really bad in customer service.

Desired Settlement: I would really appreciate a formal apology from the financial department for the way I was addressed and for my account to be handled accordingly and brought back to it's previous monthly fee. I shouldn't have to pay more for a product that I never received on top having to wait almost a month for. The store should not promise customers something that they can't provide.

Business Response: Tell us why here...This customer can contact our in house liason between customers and the bank at **************************** and he will be able to assist him with the bank issue.

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED AN EXPENSIVE APPLIANCE FROM PC RICHARD (REFRIGERATOR). UPON DELIVERY OF PRODUCT - PIECES OF THE APPLIANCE WAS MISSING AND COULD NOT BE COMPLETED FOR INSTALLATION. THE INSTALLATION OF THE APPLIANCE THAT I HAVE PURCHASED HAS BEEN RESCHEDULED NUMEROUS TIMES THROUGHOUT THE WEEK. PC RICHARD HAS GUARANTEED ME VIA EMAIL NOTIFICATIONS TWO TIMES OF COMPLETING THIS INSTALLATION…BOTH TIMES THEY HAVE NOT ARRIVED. THIS HAS BEEN EXTREMELY FRUSTRATING AS I HAVE BEEN WAITING PATIENTLY FOR MY FRIDGE TO BE FULLY INSTALLED AND COMPLETED. BOTH TIMES I HAVE TAKEN OFF WORK TO WAIT FOR THE INSTALLATION CREW TO ARRIVE AND COMPLETE INSTALLATION. PC RICHARD WAS SUPPOSE TO ORDER THE MISSING PARTS FOR THE FRIDGE AND HAVE NOT DONE SO. I AM EXTREMELY UPSET AND MY PATIENCE HAS DWINDLED!!

Desired Settlement: SIGNIFICANT DISCOUNT and or TOTAL REFUND on the merchandise!

Business Response: Tell us why here...I do not blame the customer for being upset. It does look like something is set up to resolve the issue on 2/**/15. The customer should contact the ***** ******* and his ******** ******* regarding compensation or a pick up of the product in question for a total refund.l

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a ******** dishwasher in 2012 for over $700, Had to buy an extended warranty with PC Richards. Had 2 services with service people from the contract, both said it is the problem that can not be corrected BECAUSE IT IS s a manufacturer DESIGN FAULT. Tried to return for exchange since I can't use the dishwasher for 2 years. It simply does not wash dishes. I had to do it by hand all this time!!! PROBLEM? I could not. Between ******** and PC Richards I am simply a ball that they throw at each other. ******** does not accept my claim since the contract warranty is with PC Richards, but PC Richards says that they don't return the defective item. Now I am left with this junk for over 2 years. Now the warranty insurance sold by PC Richards prohibits me from dealing with ******** directly, though they designed and manufactured this dishwasher that does not wash dishes. I have never been in such absurd situation. I really need your help. I am a senior citizen and can't afford to buy a new dishwasher. And why should I????? I paid enough to have a normal, working appliance.

Desired Settlement: I would like to get a replacement or cash back from PC Richards. they sold me a lemon and must take it back.

Business Response: Tell us why here...Customer has a service call set up with one of our own techs on 2/**/15. If our tech reports that this unit does indeed have a manufacturers design flaw or if it unrepairable or uneconomical to repair, then we will issue this customer a credit of what they paid us for the washer in 2012 to exchange or reselect a different make and model.

2/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a ongoing credit card dispute with ********** **. store/**** *******. **** ******* has offered in writing to accept, monitor, keyboard, mouse, printer and all associated materials for a chase bank credit to my account. **** has had tower and antivirus software since 10/**/14, the day after purchase. All items have been returned to the store. **** refuses to acknowledge return of printer monitor, keyboard mouse or power cable, color/black ink. My credit card company called **** on 1/**/15 and **** was not available. A charge of 710.35 remains on my credit card. My return on 11/**/14 was witnessed, and I have a receipt from the post office for the return of the power cord by mail on 11**/15.

Desired Settlement: As all items have been returned, I am seeking a credit of the full amount.

Business Response: Tell us why here...This customer should contact the ******** ******* for that store, *** ***** ****** @ ************************** and he will be able to resolve this issue for them.

Consumer Response: 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 and the matter has been resolved. 

Sincerely,

***** *********



 

2/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I built a new home and i purchased (5) appliances (dishwasher, microwave, stove, washing machine and clothes dryer) from PC Richards & Sons at the same time with service contracts for each appliance. I spent a total of $3,640.81 for items purchased on 12/**/13 around 1:17pm but the items were not delivered until 1/**/13 around 3:56pm. Since the appliances have been delivered to my residence the appliances were not able to be used until 12/**/13. The City of ********** did not allow me to reside in my new home until full construction was completed in my home. I had to receive the certificate of occupancy to be allowed to reside in my house by the city of ********** and i received it on 12/**/13. Since 12/**/13 i have placed several service calls for the washing machine together with the clothes dryer. At least between 4 to 5 times PC Richards sent out a technician and each time they claimed it was fixed and i had to miss days of work to wait all day for a technician to come and fix it with no estimated time of arrival. If I asked the technician to place the next appointment early they would tell me, I would have to inconvenience myself and call a ###-###-#### and ask them for the time but not make the appointment the technician does, which made no sense. After calling the ###-###-#### you would be on a hold time 15-20 minutes and the phone rings as if you are being connected to a representative and a silence is on the phone you say hello 3 times and the phone disconnects on you. You call back and wait again another 20-25 minutes now for the same thing to happen again. I advised the technician I do not want the machines I have warranties I paid for why am I still getting the run around or why have I not received new machines or replaced machines or completely different machines and the response well the company PC Richards calls the manufacturer and they say it can be fixed or there is no problem. I want new machines and PC Richards and ******* are refusing each company tells me to deal with the other one.

Desired Settlement: Either a refund so I can buy something else or I want new machines but a different model that does what it says.

Business Response: Tell us why here...This customer has a service call scheduled on the washer for 2/*/15. Under the terms of our extended warranty the products will not be exchanged unless they are deemed unrepairable or uneconomical to repair by our technicians or any 3rd party technician or by the manufacturer. This customer also has another issue because as far as anyone is concerned all their warranties began on the day that the appliances were delivered. In fact as a result of that their extended warranties with us expired on 1/**/15 and their manufacturers warranty expired on 1/**/14. We are still running the service call on 2/*/15 at no cost to the customer but a replacement is not an option at this time or until we receive the techs report from that service call. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]i have an additional warranty I paid for anther year so they are not advising you the truth. Also they are claiming since I received the items I have been complaining that s proof I had several problems wth both items. I never complained about the other three items & I paid them in full long before th amont of time I was given to pay items off. I am beyond upset because how can they say only to fix items that is not what the warranty entails. I can not take any more time from work to wait until a technician decides to call me to tell me when they are coming and their 4hour time limit always goes over and they come at the last minute they stay 20 minutes and say items are working for them not to work. How is this acceptable? I advised the technician yesterday I was going to place a complaint with better business bureau and this is their response. What do I pay extra warranties for? And this company is not doing anything for me for free.  I am not losing anymore work days for them not to correct the problems! The only reason they said they are coming Saturday is because the washer has within the unit broken wires caused when the washer spins & the piece has to come from the manufacturers to be fixed with 2 workers present. I told them after they fix this again if it breaks or does not work when do I get another washer or dryer they said I have to talk to corporate office if they consider to give me replacements but probably not. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *********




 

Business Response: Tell us why here...Ok, if the issue is not resolved on this service call we will offer a credit to exchange or reselect.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** *********


 

2/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased over on or about Nov. *, 2014. The door was broken and the light was NOT working. Service man made me wait home and never showed. They finally called to advise he was sick and forgot to call his customers. Another 2 weeks went by no one showed to fixed the over or called. I called them and they sent over a repair man and parts were missing. I continued to complain that the oven was getting way too hot. The repairman said it was fine. I called yet again and demanded a new oven but they will not release one until they try to fix this one. As a result I had a small kitchen fire last night. I took video and pictures. I am going to call today and demand a new oven for Saturday's repair 1/**/15. This has been going on through the holidays. I am tired of being jerked around. I paid for a new oven. I cannot continue to purchase take out. Please help

Desired Settlement: I want a NEW OVEN ASAP. No one should have to chase down a company so large.

Business Response: Tell us why here...The oven in question has already been set up to be exchanged on 1/**/15.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved into my apartment on December **, 2014. I immediately noticed there was a problem with the washer/dryer unit. When I put the clothes on the normal cycle, the washer starts to just spin without putting water into it first. Sometimes it worked appropriately, most of the time it didn't. Therefore, the unit is very tempermental. The first guy that they sent here said he put it on the rinse cycle and it worked fine. He did not understand that the normal cycle was not working the right way. His response was, "It worked for me so it's not my problem." I immediately called pc richards and complained. They said that since there is already an open ticket on it, they will try to send a part to fix it. The dryer door was also not staying shut, so they ordered a part for that. Just yesterday, the same guy came to fix the dryer door and apparently some kind of pump. I tried to do wash today and the clothes on the bottom were soaking wet and smelled of soap, while the clothes on top were dry and still smelled dirty. CLEARLY there is something wrong with this unit.It's still under warranty and this is the third time the guy was here. The unit needs to be replaced. I don't understand why it's so difficult to do that when there have been multiple complaints about this unit. The people who lived in this apartment before us said that they had an issue with it as well. In fact, she said 3 days after it was installed they had to call and get something fixed. She also had something fixed this past May. Finally, when I called this morning, the lady named ****, said that there was nothing on record that he came here twice. UNBELIEVABLE!! My water bill was extremely high because I have to wash the clothes multiple times to get them clean. It has been an extreme inconvenience to take off of work and wait for someone to come here just to do nothing! Again, there has been multiple tickets open for this unit, so why don't you just replace it?

Desired Settlement: *****We need the washer/dryer unit replaced for one that works APPROPRIATELY! Would love for you to help us out with our extremely high water bill since we have to wash our clothes multiple times since you didn't fix the machine, but I'm sure that won't happen. A PC Richards credit would be nice.

Business Response: Tell us why here...Customer is scheduled for service with a different tech on 1/**/15. If the issue is not resolved at that time we will give the customer credit to exchange this unit for a new one. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This has not been resolved. It has been an ONGOING problem and VERY frustrating. The washer is not draining appropriately. The dryer shuts off after 5 minutes. 

Sincerely,

******* *********  

Business Response: Tell us why here...I have cancelled all future service calls and placed a return authorization on this customers invoice ********* so that they now can contact the ***** ******* at the store where their purchase was made and he will process the necessary paperwork for the exchange.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* *********



 

1/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Sony 60" TV model#60w850B From P.C. Richard & Son the store locate on **** ***** ********** ****** ** ***** on September 2014. When I had went on to buy the TV the salesperson tell me that I should get their extended warranty because is better than the Sony offer since P.C. Richard & Son warranty cover anything that can happen to the TV from a defective TV to a fall from the TV stand or wall and if P. C. Richard & Son can't fix it they will replace it for another TV no to exceed the original purchased price, believing on his word I purchase the extended warranty and should keep me worry free. When I got home I decide to change the look of my living room (paint, new furniture)so I put the TV in a bedroom that is not been used and the TV will be out the way, it took me 3 month to fix the living room and during that time I didn't check the TV when I bought it from the store and since I'M an old customer and every time I buy a product from them I never have a problem with it and since I got the extended warranty I didn't need to worry, in the month of December I finish with the living room and it was time to set the TV witch I did but when I put it on and after a few minute that the TV set and look for cable or internet it come on and I notice some lines in the right side of the screen of the TV that got me confused and I went to the store were I bought the TV were another salesperson listen to my problem and tell me the first step is to make an appointment with service with the tech department witch he did after a few days the tech person show up and take a look to the TV put it on were he see the lines and tell me that the panel(screen)is broken so I ask what the next step, his answer was none since the warranty that I bought do not cover physical damage but to wait for a call from his boss to make it official, I waited for two(2)week for the call and never came so I decide to call them witch I did that when the tell me that I should go to the store and talk to *******

Desired Settlement: the ******* explain to me that the warranty that I bought do not cover the panel and I ask why should I buy the same warranty that Sony offer for free his answer was that their is more easy for customer. What sad is the I'M and old customer going back to the 80's and never had a problem were I recommend my family and friend. I just want and exchange the TV or I will be willing to upgrade to other one and I will pay the difference in $$$$;my case # is **********

Business Response: Tell us why here...At the present time this customer is under the manufacturers warranty from Sony and they do not cover physical damage to TVs and neither does our extended warranty. Customer can read that in the instruction manual that came with the TV and if he does not have a copy of our extended warranty we can send him a copy so that he can see that we also do not cover physical damage. All we can do for this customer at this time is to refund the extended warranty that he purchased from us since it will be useless since the TV is broken and cannot be repaired.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

     Dear Sir that not what I bought from you salesperson and not what he told me and I will repeat why will I buy a warranty that cover the same and run together with Sony warranty when the Sony warranty is for free and I do have a witness to what he said.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

Business Response: Tell us why here...That is not something that we can do from this venue. Customer must contact our service ******* at ************************ and see what they can do to resolve this issue. ***** will probably have pictures of the damaged screen taken by our tech at the time that the service call was run and will be able to determine if damage is due to manufacturers defect or from an external source. He woild be the only person to determine if an exchange is warranted or not. If the customer is not satisfied with his decision then they will have to go to other venues to persue their request.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]     Are going in circle here? Here I  thought I was dealing with a ******* or ********** from that Department or ** ******* since they (Service Department ) were the one's that told me to talk to the Store *******, that him or ********** can do anything for me, that they do not have the AUTHORITY to do anything else. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ******




 

1/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a 50" HAIER TV ON DECEMBER 31 2014 it was delivered on January * 2015 I was very pleased with it on Saturday ** I was watching tv at that time the picture went out a few mini nuts later the sound went out the office where I can talk to someone about my problem was closed On Monday I called them an spoke to women concerning my problem I informed them I'm not pleased I didn't even have the TV a month yet an it's not working I want to return it she said she would have to call me back which she did an told me that they would have to service it first I don't understand that because I don't want the TV I don't understand why I have to keep something that doesn't work an it haven't been thirty day their contract say you can return in thirty day with you receit an no damage to it I so disappointed with their products please help me resolve this issue

Desired Settlement: I would like to return this TV an purchased a better a brand I no about Please help me sorry they are going to service it on Wednesday ** but I don't want it Thank you

Business Response: Tell us why here...Customer must contact the head of our Internet Sales Department ***** ********** at ****************************** or call our Internet Department and ask to speak with him and he will be able to assist them.

1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought washer (paid by credit card) it was leaking next day i called store and they contact manufacture next day specialist came to see washer he said they will send new pipe and i never got it. 2 week later i called bank and my money was credited back to my account. So when i took washer back to the store (pc richard and son) they did not accept it and did not give me paper that washer mashin is returned. While i do not have washer i go to laundry and spend money there. What i can do?

Desired Settlement: they agent come and take washer.

Business Response: Tell us why here...Our records show that on the customers invoice ********** that he still is in possession of the washer and that no refund has been credited back to his credit card. I suggest that he go to the store where he made the purchase and speak to the store manager because if he returned the washer to that store and did not get a receipt stating that "shame on him" because there is nothing that can be done to assist him. He will have to straighten that out with the store manager of that store.

Consumer Response:
 Hi my name is **** and ID ********, you did not get me right. 1.Next day after i bought washer i contacted store, and store contacted manufacture 2.December ** 2014 specialist came to my hose checked washer and said that they will send new pipe. 3.About 2 weeks later no pipe came i contacted bank and bank pulled money and credited back to my account. 4.When i saw money in my account i took washer back to the store and ask them give me some paper as proof that i returned washer back to the store but no one gave me anything so i had take washer back to my home. I need have some document  as proof on my hand that i returned washer mashin.        

Sincerely,

**** **********



 

1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 10/**/2014: I purchased a Kitchen Aid Refrigerator/Freezer - model #KSSC42QVS and paid $7968.46. 11/*/2014: Aforementioned merchandise was delivered. 11/*/2014: The refrigerator/freezer was installed and but was damaged and missing parts. Both the refrigerator and freezer stainless steel door handles are gouged. They are sharp and dangerous. The toe-kick grill was missing entirely. The installer placed tape over the gouged handles and said, "We'll fix it." Three service calls later with excuse after excuse. A second set of handles was left by a technician and those, too, are damaged. "One man is not strong enough to fix this. I'll be back later with my partner." Nobody showed. Countless phone calls to PC Richard have left me with no satisfaction. As of 11/**/2014, I still have tape covering gouged door handles, a second set of handles sitting in my home, and no toe-kick grill on the bottom of the refrigerator. I have called my credit card company and disputed the charge as I will not pay for merchandise that is not as promised.

Desired Settlement: I want the unit replaced with an undamaged and complete refrigerator/freezer.

Business Response: Customer is scheduled for service 12/*/14 with all the parts needed to resolve the issues. If they are not resolved at that time we will give the customer credit to exchange or reselect.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was told initially that I would receive a technician on 12/* and then told that would not work as I needed two technicians to complete the work. Now, I am supposedly going to see two technicians on Friday, 12/*. However, many promises have been made and broken.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I want my unit to be complete. It is not. I want compensation for the damage done to my property - I have nothing!

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ****




 

Business Response: Tell us why here...As per ****** *****, the check for $382.59 (check # ******)  was mailed out to this customer by our accounting office on 1/**/15. She should have received it by now. If for some reason it does not arrive in the next day or so I ssuggest that she contact *** ***** so that we can put a trace on that check.

1/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Pc richard and sons advertised a Roku 2 player with purchase of all Lg HDTVs. When i purchased a LG tv, i was informed the they would no longer honor this Roku deal because they lowered the price on the tv. I saw nothing to this effect and the only reason i purchased from them instead of another company was due to the Roku player.

Desired Settlement: I would like the Roku as advertised or a refund equivalent to the amount of a Roku 2.

Business Response: Customer must contact our ******** ******* ***** ********** at ****************************** and he will be able to assist him.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

I have contacted ** ********** before contacting BBB and he did not resolve the issue. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

Business Response:

Tell us why here... *** ********** runs the entire Internet Department and he does not have a manager above him in that department but if the customer is still not satisfied with ****** reply he can contact our ******** of Customer Service at ******************* and explain the situation to him to see if he can assist him. 

 

To Whom it May Concern,

The Roku Stick promotion was being advertised between the dates of 12/* through 12/*** At that time, the unit *** ********* was purchasing (60PB5600) was selling at $549.97 with the free Roku Stick. This ended on 12/** and we started a new sale on 12/** for the price of $499.97. We were no longer offering the Roku Stick at this price. *** ********* made his purchase on 12/** when we were no longer offering this promotion. I explained this to *** ********* and that we can only offer the Roku Stick with the original promotion at $549.97.

Sincerely,

***** **********

**** ******* * *** ******** ***** *******

###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 The roku advertisement was still active on 12/**.  I know other people received the roku at the $500 price.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a FLAT PANEL TELEVISION, on 11/**/14. I gave it as a gift to Cousin, and went to ******, When I came back He complain that the TV was not working, so I took it to the store Yesterday 12/**/14 to exchange it for a good one. When I first came at the ************ treat me so well and said the seller was going to exchange it in few minutes. A Gentlemen called ****** or ******* (I am not sure if this is his real name, said He could not exchange, because I did not have in the box. So I said, Give me a new one and keep the box for this one, He said no,no,no.So I said I was going to make a complain, and He said go ahead.I HAVE THE RECEIPT WITH ME FOR ANY PROOF NECESSARY.VERY TRULY YORS,**** *******

Desired Settlement: ALL I need is a replacement for a good one, once I paid for ONE YEAR PARTS AND LABOR WARRANTY.

Business Response: I have placed a return authorization on this customers invoice so that they now can return the TV in question without the box and exchange it for a new one provided that the one they are returning does not have physical damage (such as a cracked screen) etc etc.

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new ****** Dryer and service plan from PC Richard * months ago. About a week and a half ago my dryer started shutting off during the drying cycle and it took a while before we could turn it back on. We called the store and they sent a tech out on Dec.**. He told us it was a loose wire and he fixed it. But, he was going to order the part and call us when the part comes in. On that ***. the **** my dryer stopped working. My husband called the store and spoke to the ***** ******* and she told us that no one ordered the part. That the soonest they could have someone out was Dec.**. I called the service department and he told me it was the mother board and they were going to order the part. My wife called back today and no one ordered any part. The tech put on his report that there was a loose wire and he fixed it. Nothing about ordering a part. The soonest they could send someone out was the ****. So, now I've been without a dryer since the ****. We have * people in our house and do 4 loads of laundry every other day. I've been going over a friends house and giving them $10.00 for the electricity I use to dry my clothes. When my wife asked if they could reimburse us for the money she was told they don't do that.

Desired Settlement: I would like my dryer fixed right or replaced with a new one as soon as possible.. Also my money reimbursed for the time I have to use my friend's dryer. Also and apology for any and all inconveniences.

Business Response: Customer is scheduled for service today 12/**/14. When the tech went out on 12/**/ he attached a loose wire to the control and tested the dryer and it checked ok. Why would he order any parts for a dryer that he just repaired and was working when he left??? We do not reimburse for down time while products are being repaired and at this time the customer is still under the manufacturers warranty not our extended warranty and they do not compensate for down time either. We do apologize that the dryer has failed to operate again and will order parts if needed depending on what our tech finds is wrong with it today.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Tech just left and put in a new control board , it works right now so I did not make this all up .There seems to be a serious lack of communication between everyone and no one returns calls even if this is resolved the are some serious problems with customer service and the service dept.   

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Haier dryer from PC Richard and son in *******, ** in November 2012. I also purchased a five year extended warranty for the dryer. Beginning, approximately one year after the purchase of the dryer it began to make noises. I contacted PC Richard and Son and they came out to repair the dryer. A few months later the dryer began to make noises again. PC Richard and Son, once again, came out to repair it. This pattern has continued up to now. The only difference this time is that PC Richard and Son is stating that the dryer is unrepairable and will not honor the extended warranty. This is unacceptable! According to the customer service representative I will be refunded the $319.97 I paid for the dryer. However, I will have to pay the difference for the same dryer if the price increased and buy a new extended warranty. According to the contract I have in hand from PC Richard and Son, it states, "If PC Richard and Son determines your product is unrepairable, it will be exchanged with a product of comparable performance, not to exceed the original purchase price. Return of the originally purchase product will be required."

Desired Settlement: I am asking for PC Richard and Son to either replace the dryer with no out of pocket expenses, as stated in the warranty I have, or honor my extended warranty and continue to repair the dryer.

Business Response: Actually, our warranty does not state that. It states that the product will be replaced with a comparable product, NOT TO EXCEED THE ORIGINAL PURCHASE PRICE. Therefore we are giving the customer full credit of what they paid us to do this exchange but if the product that they choose EXCEEDS the credit that we are giving them that they are responsible to pay the difference. I would think that if this customer goes to one of our showrooms that they should be able to get a new dryer for the price that they paid for the one that is being exchanged.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I am confused by PC Richard and Sons response. They just reiterated what I wrote in the complaint and saying their warranty does not state that.  I have no problem replacing my dryer for the exact same model however I was told on the phone by costumer service that the dryer went up in price. I also feel that I should not have to pay for another extended warranty. I originally purchased a five year extended warranty and only used 2 years of it. I feel it is fair to get a 3 year warranty for the new dryer at no additional cost.  The warranty that I have does not state I have to purchase a new warranty. I have been a customer of PC Richard and Sons for many years and have purchased all of my major appliances and TVs from them. I would like to continue being a customer of theirs. I find that their products are reliable. I only experienced a problem with the dryer.  Thank you. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** **********




 

Business Response: Our contract states excatly what the customer states that it states, that we will replace the product with a comparable model "not to exceed the original purchase price" which means if the customer chooses a replacement product that is more than their original purchase price, then they have to pay the difference in price. It also states that the contract will be satisfied when the old product is exchanged or replaced..

12/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had numerous problems with the ******* electric oven we purchased from PC Richards. We also purchased their "service" contract for them to repair the oven whenever there are problems. The oven broke permanently around six months ago -- PC Richards has yet to fix the problem despite numerous, numerous requests to do so. Here is the typical way they pretend to address the issue: they said they will send a repairman; the repairman contacts us weeks later and gives us one or two days he is available where we must be in our house for a six-hour window; the repairman comes; he says a part needs to be replaced; they purport to order the part; then we start from step 1 with trying to schedule another appointment. This has gone on, once again, for over six months. We could not use our oven for Thanksgiving, and it looks like now for Christmas. This is truly outrageous and PC Richards has given us no support at all. There was no point in paying for their service contracts since they do not fix anything. Also, every single repairman and customer service representative has been inexplicably rude.

Desired Settlement: I want a full refund for the oven and for them to remove it from my house.

Business Response: I do not find any information from the information provided regarding this complaint from this customer but a refund is not an option. Cuctomer should call us at ###-###-#### and have the telephone representative get a supervisor to look into this complaint and if we cannot repair the product in question the supervisor will give the customer a full credit of what they paid us in 2012 to exchange it or to reselect a new one.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The business clearly did not read my review.  I have repeatedly called customer service, and we have gone through the same song and dance.  Nothing has been done in over six months.  This is obviously unacceptable, and why I finally resorted to contacting BBB.  I am also stunned to see that a refund for a faulty product is "out of the question" without even learning of the relevant information.  I remain hopeful this can be resolved without recourse to the courts.

The business may be able to lookup my order with an alternative telephone number of ###-###-####.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ****** *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Obviously repeatedly telling me to call a customer service number that, in turn, does not resolve the broken oven I was sold is not solving my problem.  Had calling that ***** number worked -- when I first tried it six or so months ago -- I would never have had to file this BBB complaint where, coincidentally, I am getting the same runaround.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ****** *****




 

Business Response: If the oven is deemed unrepairable or uneconomical to repair then we will replace it. If it can be repaired then we must continue with the repair. 

12/26/2014 Problems with Product/Service
12/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a dishwasher, refridgerator, and a microwave from PC Richards. I paid hundreds of dollars to have these items both delivered and installed in my home. I was told everything was to be delivered at once and my time window was *****. At *****, a truck arrived at my door with a microwave and a dishwasher. Upon installing the dishwasher, the dishwasher was not aligned properly and makes a loud noise and grinds against the wood, they also demanded $50 cash on the stop for installation even though I had already paid over $100 for the dishwasher installation. It was very difficult to understand the installers as they did not speak full english. I tried to call PC Richards during the installation but I was told the ******* was busy. I was forced to give the $50 so these men could leave my home. The plastic wrapping was left on all the item, plastic tags inside, it took an hour for me to actually unwrap everything was was supposed to be "installed and ready to go" ALSO, they refused to turn the water on for us to TEST the dishwasher. They said the valve was "too tight" to open back up. I then had to hire a plumber to come out, who, with a simple turn, turned the water on. I called the store again to ask for the store ******* to find out where my refrigerator was. Again, I was told the ******* was busy... The refrigerator came and was installed. When they wanted me to sign the paper for acceptance, I refused as the bottom plastic grill was not on properly. After some arguing, the man finally admitted he had installed it backwards and fixed it. I signed the paper and they left. After spending quite a bit of time peeling THICK plastic wrap off the refrigerator I noticed that there was dents on the front as well as a crooked plaque. I clearly see why installers do not remove the thick plastic wrap for you... because it hides the product surface!!

Desired Settlement: I am incredibly disappointed in this transaction. I spent almost $2,000 and was asked for MORE money and was given basically defective products. I want montery compensation for this and I am happy to supply pictures of the damage. If I wanted a damaged refrigerator I would have gone to a discount center.

Business Response: Customer must contact the ******** ******* for the store where they made their purchase. That is **** ******* and they can contact him at ******************* They should give him their invoice number ********* and he will be able to assist them and make thigs right for them.

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PC Richard sold me a Whirlpool washing machine appox. 13 months ago. The washing machine no longer operates. I called PC Richards for service over 30 days ago. They came my home three weeks later and before they even looked at the machine the driver called from the street and said that he would not come up to my apartment or fix the machine unless I was ready to pay $700 to fix it. I said the agent on the phone said that all repairs cost $170 for labor. I also said that no one from PC Richards had even looked at my machine, how could they possibly know what needed to be fixed and that it would be $700. I agreed to pay if it needed the parts he suggested just to get him to come to my home. He came and spent two minutes looking at the machine and said he would be back the next morning or the day after that with the parts necessary. That was over 10 days ago and PC Richards has not fixed my machine and they will not provide me a customer service manager when I call.

Desired Settlement: I need a new washing machine and they should replace.

Business Response: Customer is scheduled for service with the parts needed to complete the repair on 12/**/14. Customer is out of the manufacturers warranty and does not have an extended warranty with us, so this call is on a COD basis.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have been told numerous times by this firm that the matter would be resolved at some date in the future at some un-determined price. I have not had the issued resolved at this time.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Business Response: I do not understand. What is there to resolve???????????? Customer is scheduled with parts for 12/**/14 it is a COD call since they do not have any warranty and the COD including parts & labor is $324.95 if they want us to repair it. Customer was also made aware of the $169.95 plus parts when they first placed the service call on 12/*/14. This complaint makes no sense whatsoever. If they do not want us to repair it they should call us at ###-###-#### and cancel the call that is scheduled for 12/**/14.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This type of language, inflammatory spirit and disregard for the customer are at the very heart of this complaint. I have experienced the type of interaction from the very start of this matter. The fact is that this washing machine is barely one year old and purchased in good faith from a PC Richard store and with a recommendation from the sales agent is case in point on why there should be proper service. The original complaint/service call was logged on 11/*/14 (almost 40 days ago) not 12/*/14 as stated by PC Richard in prior post. The original service agent that came to my home on 12/* for a 5 minute visit and originally told me he would not come up from the street unless I agreed to pay $700, then told me he would return to complete the repair on 12/* (2 days later) and never returned nor did I hear from PC Richard again about that date. This most recent post is the first time I have received confirmation of cost and completion date. The reason this matter is unresolved is that the machine in question remains out of service.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

12/12/2014 Problems with Product/Service | Complaint Details Unavailable
12/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On ****** November **** my* year old daughters mother went to PC Richard & son to replaced our daughters ****** * ***** nook that we purchased on July**, 2013 with an added 2 year warranty plan. Her mother was told that they could not replace it because the box was missing. Our * year old daughter is now out of a tablet, and we are out of $185.08. We have been good customers of PC Richard and Son and we are very disappointed with them. It is ridiculous that they refused to replaced my daughters tablet, especially that that it was the 2nd nook that we have purchased from them and we paid additionally for the warranty. Not only did they told her that they are not going to replace it the manager also said that they no longer carry the product. It is also ironic that early that day we purchased a computer from them. My daughter needs her tablet as it is a tool used for her educational needs.

Desired Settlement: we are requesting a replacement or full refund of $185.08.

Business Response: As per the terms of our replacement warranty, the product must be returned with the original box and packing so that we can return it to the manufacturer and receive credit for it.  This customer should speak with the store manager to see if he is willing to make an exception in this particular case or if we still stock the same exact model so that he can use the box and packing from the new model to do the exchange.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[ The store manager refused to accept the item back and told me that
they no longer carry the product. I also checked with ****** *** ***** and they
told me that they do not need the box back. I am very surprised and disappointed
that a business like PC Richards & Sons refuses to live up to the standards
that the claim to have. We have always purchased from PC Richards & Sons
customers for years, washing machine, televisions, computers and tablets. As a
matter of fact I just purchased a laptop this pass week.  I work in customer service handling warranty for
the past 11 years and I am shocked to learn that PC Richards & Sons would
not accept an item back because the box is missing.  This product is still under warranty, and I
am very disappointed as this item was used to aid my * year old daughter with
her educational needs.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

Despite all of my effort *** *** ******** ****** have refused to honor the PC Richards and Son 2 year extended warranty on the tablet for my* year old daughter.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Business Response: The bottom line is that *** *** is in fact honoring the terms of our extended warranty which states that the customer must return the product in the original box and packing in order to receive a replacement. He even e mailed this customer  as well as the BBB a copy of their original invoice which clearly states that.

12/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Each time I have a problem with a product purchased at P.C. Richard I get absolutely no service. They simply ignore letters and e-mails. They don't even have the courtesy to contact me with or without a positive or negative response. Their consumer complaint department is non-communicative. There is no response to letter to the complaint department directly or to executive staff. I had this problem years ago with a TV set. Now with a stove. I bought the stove in July, and when they installed it they ripped up the linoleum in my kitchen. Letters and e-mails about this matter are ignored. I got an estimate from a local carpet shop and offered to have their own inspector come. No response at all; not even to tell me to get lost if they are so inspired. I would never buy another product from them.

Desired Settlement: Have my kitchen linoleum repaired or replaced.

Business Response: There are comments in our customer relations file that we have received one estimate for $1176.79 from this customer but no pictures of the damage. We usually require 2 estimates and photos of the damage. That being said, customer should contact us at ###-###-#### and have a supervisor look into what is going on with this damage claim. It has been forwarded to the proper people that should be involved in this claim, **** ****** and ***** ******. Perhaps this customer should contact ***** directly at ************************** or call him at ###-###-#### to discuss this claim.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

******* *****



 

12/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ********** range on 5/*/10 and also purchased the Ext service witch will expire on 5/*/15. The range started having issues in September I called for service which the next the appointment was October I took the day off from work which my hours are *******. The repairman did not show until ****** he touched the range and said I needed a new computer board so that the beeping noise would stop and the error code F11 Error would go away. They did not contact me until November to say the had the part but had to resechueld because the truck broke down. When he did replace the part the next day the beeping noise started and now the F11 error code keeps showing and the range shuts down because it get to hot. They came back 11/**/14 to say they would overnight the new parts but I am still waiting for the new parts to come in. I had to cancel Thanksgiving dinner and I am spending money that I don't have on eating out. They first said it needed one part now they are ordering more parts.

Desired Settlement: I would like my money back for the amount I paid for the range including tax and delivery and the exteneded service amount. I just want to purchase a new stove.

Business Response: The parts needed have arrived and if the customer calls us at ###-###-#### a telephone representative will set up an appointment to have them installed. We apologize for any inconvenience the delay in our receiving the parts needed from the manufacturer has caused.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#********, and have determined that my complaint has NOT been resolved because:

 

I find it very strange how after my numerous calls to PC Richard regarding my range that once I contacted the Better Business Bureau now they have found the parts to install in my range.  I still have not received a call from PC Richard stating that they have the parts for my Range which they stated to me that they would contact me when the parts arrived.  All I currently want from PC RIchard & Son is a refund check for the price of my range including the tax. I do not want a store credit. I would like a check so that I can purchase a new stove from another company.  I have made many purchases from PC Richard including  a air conditioner and, television which I bought last year and i also have a fridgerator and microwave.  I want to move on from this very stressful sitution that I have been through with this company.  I have wasted vacation days to stay home and wait for service that either comes at ****** or never comes at all.  I am currently spending money to eat out every day because my range can not be used at all becasue it will heat up and shut down within minutes of being plugged in.  I just want a refund check of $974.89

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 %3

Business Response: If the range is deemed unrepairable or uneconomical to repair we would give the customer full credit of what they paid us 4 years ago to exchange that range or to reselect a different make and model range. We do not refund money. That is not how th extended warranty works. We do apologize if this customer was without a working range over the Thanksgiving holiday but we order parts that are needed directly from the manufacturer and ask them to expedite them to us as soon as possible. From the service history that we can see, it only looks like this range has been serviced twice in the 4 and 1/2 years that the customer has owned it. That is not considered excessive service within our industry. Customer can renew their contract when it is about to expire for one additional year up to 10 years from the date of purchase.  

Consumer Response: 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 and the matter has been resolved.  If the range doesn't work after the come out this time I would like a refund for the amount I paid including the tax so that I can purchase a new range.

Sincerely,

**** ******



 

12/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: on 11/**/2014 PC Richard delivered my appliances. The refrigerator turned out to be the problem. when we purchased from the store the salesmen *** ******* ******* said we needed to contact him before the delivery (which was one week away) with the dimensions of any doors, stairway (I am on the second floor) with/ without banisters. I took all the measurements and called him back with them. I later found out that he never wrote those measurements down, as I was accused of not providing that information. when the unit arrived the delivery guy measured all the pathways himself, and then proceeded to make the delivery. the refrigerator did not fit through the kitchen doorway because the metal frame was not absolutely perfectly rectangular. the top and bottom had a 1/4" difference. So they said they remove the doors but the electronics part was sticking out the back of the unit. I called pc Richard, they told the installer they can remove the pc boards to get it into the kitchen, but I had to wait for a service tech to install them. the store made it sound like someone would come the same day. it turned out they misled me. the earliest someone could come was in two days. so now I have to through out all my food about $400 dollars worth and be without a working fridge. the installers left. I called the store and they said for $75 I could borrow a fridge, but I had to come and get it. they took from me a working fridge that they could have brought back up and left there until the new one was fixed. they could have come back and picked up that fridge. now for 2 days I am without any refrigeration, and it is a problem that PC Richard refused to deal with or compensate me for. they only were concerned with making more money. the delivery was not free. I want PC Richard to reimburse me for my lost food, and lack of use of a working fridge. I have medical issues that require me to have certain foods, and these foods need refrigeration.

Desired Settlement: I would like pc Richard to reimburse me for the loss of all my frozen food, and the perishable refrigerated foods that I need to maintain my daily life needs, necessary foods, and medicines. I estimate that to be $400. They all made decisions without any consideration to how it will impact me and my wife. they lied that a tech would come on that day. when I called the tech service ###-###-#### I was disconnected or left on indefinite hold 4 times. still the best they could do have me wait

Business Response: The new refrigerator was delivered on 11/** and the installation was done on 11/**. This customer was offered a loaner refrigerator until that installation could be done so that they would not lose any food. It was their choice not to take that loaner. In addition we do not compensate for food loss anyway. I suggest that they contact the District Manager for that store at ****************** to see if he will give them any type of compensation regarding this matter.

11/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 03/**/2014, I purchased a ** Microwave from their ***** ***** ** store for $383.65 which included an additional $39.99 for a 2 year "PC Richard" Extended Service "Protection" Agreement on top of the manufacturers (**) factory warranty. On ******* November****, I called their service department to report the microwave had stopped working (excessive noise and not cooking the food). The service person told me it would be one week before some ** technician could come out just to look at it but not necessarily fix it. I asked if this was not the same level of protection and service I would have received from from ** and why was I sold a Protection Plan that treats me ( a 30 year PC Richard customer) like any other purchaser of a defective or problem appliance. No answer. My complaint is that PC Richard "sells" their own extended service protection plans over and above the manufacturers, collects the money, and then does absolutely NOTHING MORE for the customer than they could have gotten directly from** in this case except for the fact that the Mfr.'s warranty is one year versus the 2 yrs PC Richard's offers and I'm certain they are designed and sold for 2 yrs only to distinguish them from the MFR's warranty. These plans are designed as a scam and do very little to "protect" anyone except PC Richard's profit margin. I am very disappointed and see the internet is full of similar complaints against them.

Desired Settlement: I believe I should be have given much quicker service, a temporary replacement and, if need be, a new microwave. PC Richard should deal with their ** supplier with regard to fixing, replacing or junking this lemon appliance. So much for standing behind what you sell. Now I have to host Thanksgiving without a microwave thanks to **'s inferior merchandise and the retailer's useless "protection" plan.

Business Response:

The customer is under the manufactuers warranty for the first year and in the  case of **** products they service their own appliances and will determine for the first year if the product should be repaired or replaced. Under our extended warranty, if the product becomes unrepairable or uneconomical to repair we then will give the customer full credit of what they paid us for that product to exchange that product or reselect a different product. If the customer does not want our extended warranty we can refund it and they still will be covered under the manufacturers warranty for the first year. Truth be told, I doubt that ***. will even bother to repair the microwave in question as it most likely will not be cost effective for them to do so.

11/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: over a month ago I call for the repair of my ********* stove. For the second time since the oven does not start. The stove is 4 years old and I purchased an extended warranty. The first servicemen came after a week of waiting . He examined the stove and determined that it was a temperature gauge. He order the piece. One week later a servicemen appears with something else which was not the gauge but a piece that was replaced last year. He states that it is the temp gauge and order the wiring and complete apparatus. After 2 weeks he arrives with the wiring but the touch pad is not from my model. He states that he will return on ****** (11/**/14) with the piece and I will not have to schedule another repair. He did not return. When I called on ****** the service department stated that 12/*/2014 was the earliest they could send someone to see the stove. So after calling one month ahead I have no oven for Thanksgiving.

Desired Settlement: They have a whole crew. I have been waiting a month without an oven. Either repair it or replace it before Thanksgiving.

Business Response: Customer should call us at ###-###-#### and have the telephone representative get a supervisor to move the repair date to ********* 11** so that they will have a working oven for Thanksgiving. This time of the year ovens take top priority.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** ********



 

11/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February ** of 2012 I purchased all new ********** Gallery series appliances for my kitchen: stove, microwave, dishwasher, and French Door refrigerator along with extended service plans for the oven, dishwasher and refrigerator. The refrigerator was damaged and was replaced on March *, 2012. After numerous problems with the ice maker and leaking water dispenser, (which actually ruined the tile floor and remuneration for those repairs was not mentioned or offered by PC Richard), and 5 service calls, where I had to take time off work, PC Richard said they would replace the unit. They had one more unit in their warehouse, along with several of the newer models of the refrigerator. Thinking that the new model would be better than the one I had, I paid additional monies and upgraded to that model. This was April **, 2014. The unit was delivered on April **. The delivery men removed all of the plastic from the refrigerator except from the door without the water dispenser. My husband noticed this after the delivery men left. We also noticed that there was a problem with the casing of the beverage holder on the door with the water dispenser. He removed the plastic and we noticed that the door was dented. I called PC Richard, and their service men came about 10 days later with a new door. The PC Richard technician put the new door on and we noticed that the mullion that locks the door in place wasn't working properly. The technician told us that that was how it was supposed to be and when you close the door you have to manually flip the mullion so that it locks in. We also noticed that the even though the temperature was set at the manufacturer's recommended setting for the refrigerator it was not at the correct temperature. The temperature in the refrigerator was over 55 degrees (the temperature control was set at 33 degrees) there was condensation on the outside of the freezer and you could feel cool air coming through the spaces between the doors. When I called PC Richard corporate offices, I spoke to Joe, who was not providing any resolution to the problem other than to offer me a "loaner" refrigerator until mine could be fixed! In addition to the time I was taking off work, I was also throwing away food because it was going bad due to the problem with the temperature control. When I asked Joe how this would be addressed, he told me to save my receipts because ********** has a food reimbursement program (which I found out from ********** is not true). I had to call back several times and the customer service representatives were not only condescending but rude. I was so frustrated with PC Richard, I called ********** directly with these issues and requested someone who was an authorized ********** technician. My husband and I also went to the PC Richard showroom to check the floor sample in the store to see if the mullion was was working properly and we found the mullion on the floor sample locked into place automatically. ********** gave me the name of an authorized ********** service center. A technician from **** **** Appliances came to perform the service, fixed the mullion, which the PC Richard tech did not have set correctly. He also addressed the issue with the condensation and said that the doors were warped thereby not creating a tight seal affecting not only the freezer but the temperature in the refrigerator as well. There was also crystallizing on food in the freezer caused by the inconsistency in the temperature. New parts were ordered but never arrived. I called ********** again and the parts were overnights to me directly. The technician came back and installed the new parts. Even with the replacement parts, the refrigerator still did not maintain the correct temperature in the refrigerator, and now there was condensation along the back wall of the unit. He sent his documentation and photos of the unit to ********** and they called me to let me know that they were authorizing PC Richard to give me a replacement for $2400. I went to PC Richard on November *, 2014 and spoke with ****** to get my replacement. He was new and wasn't able to help me so he got the *******, ***** to help complete the authorization. **** confirmed that there were several new units being delivered to the warehouse and delivery was set for today, November **,2014. I called last night at 9 pm, as directed, to find out what time today my delivery was scheduled. The response was that there was no delivery scheduled for me for today! I immediately called the store and spoke to ****** who was unable to find out what the problem was and he told me that **** would be in this morning at 8:30 and he would call me as soon as he could find out what happened. ****** called me back around 9 this morning to tell me **** was running late. ****** called me back to offer me the floor model of the ********** or a lesser *******. I told him I wasn't interested in the floor model and the ******* would not match the other appliances. He said that there'd be several units coming in this week and could get me one by next weekend. I told him that I was on the PC Richard website and noticed that my refrigerator is now on sale for $700 less than I paid. I offered him a solution to the dilemma. I would consider rescheduling the delivery to next week but want a refund of the difference between what I paid and the current sale price...or I want a refund in full for the entire $2400. ****** said he doesn't have the authority to make that decision and would speak to his *******. When **** called me he said he wasn't sure what happened, he did remember setting up the delivery for today, but for some reason it was deleted from the system. Not only that, there are no units currently available! I told him the same thing I said to ****** about delivering next Saturday and giving me the difference of $700 or refunding the entire amount. He said he would speak with his ******* because he could not make that decision. He called me at noon to say he was waiting to hear from his ******* and then he called me again at 5:54 pm to tell me he still hadn't heard from his ******* and that he thought he might be off today! (It took him an entire day to find out his ******* was off?!). He said if he would call me tomorrow when he had any information. I told him that I was filing a complaint with the better business bureau, 7 on your side and nys consumer protection service. Prior to concluding our conversation, I told **** that I have been a PC Richard customer for over 35 years and that I am discouraged and disgusted that this company treats loyal customers so miserably. When I restated that a refund is in order, **** said that any monetary refund was highly unlikely.

Desired Settlement: Refund purchase price of $2400.00 or Refund $700.00 difference and deliver new refrigerator by 11/**/14

Business Response: Original purchase was in April of 2014 so any price differences do not apply as our price prtection policy is only good for 40 days from the original purchase date. That being said, the customer has been given full credit of what they paid us in April 2014 and the new model which will be an even exchange with o money out of pocket to the customer is expected in the week of 11/*** The store will contact them as soon as it arrives and arrange for the exchange.

11/20/2014 Problems with Product/Service | Complaint Details Unavailable
11/19/2014 Problems with Product/Service | Complaint Details Unavailable
11/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/**/14 I purchased a Frigidaire refrigerator from P.C Richards & Sons in *** *****. The refrigerator was delivered on 8/**/14 and within a few days started to malfunction with ice forming on the door. I called the store and complained to a ******* who told me that the service department handles these issues and that they were closed for the weekend. He was very rude and hung up on me when I told him that I wanted it replaced instead of serviced.A few days later contact was made with customer service and I was told that I have an appointment for servicing on 9/**/14. I begged for a replacement instead since it is my belief, that I was sold a refurbished refrigerator for a new one.A man came on 9/**/14 and claimed that he fixed the problem. Within days the problem reoccurred. I called customer service again and pleaded with the representative to replace it. I was again given a date for servicing, 10/*/14.On that day a repair man came and said that he need to order parts to repair the problem so he would have to return at a later date to fix it. I immediately called customer service and begged that he does not return and that the refrigerator be replaced. I was told by the representative that when servicing submit the report he would requests an authorization for replacement from the manufacturer.10/**/14 without prior notice a repair man called that he was on his way to repair the refrigerator. I called customer service and the representative was very rude. Her ********** submitted an authorization for replacement. 10/**/14 I went to the store for the replacement and was told several lies by a sales man and his *******: "we see no such approval, we do not carry that refrigerator any more, you could get a different one but you have to pay the extra money". I refused to pay so they decided to give it to me as a "courtesy" but that it was not on display for me to see. Delivery would be 10/**/15. I refused to accept it without seeing it and was shown one half the size. I refused

Desired Settlement: I Need a replacement because I believe they are at fault for selling me this refrigerator that seemed to be refurbished and sold to me for new. I bought this refrigerator for my 80 year old grandmother who has *********, walks with a cane, and does not drive. I need the same size refrigerator as food is bought for her on a monthly basis to prevent her from going food shopping daily. If I had taken the size that I was shown, it would not fit the amount of things that is presently in the one now.

Business Response: All we can do is what we have already done. We have given the customer full credit of what they paid us to exchange or to reselect. If they reselect a model which is more than their credit then they are responsible to pay the differerence in cost. I suggest the customer go back to the store where their original purcase was made and speak with the store ******* to see what arrangements can be made to resolve the issue of size and cost.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[What they are telling me to do is the exact thing that I have done before without any resolution.  The fact of the matter is that I am not a fault for been sold a refrigerator that  malfunctioned within days of been bought; Neither am I at fault for the company no longer carrying the product.  The only thing that I wanted when I went to the store Saturday 10/**/14 was to be have the current refrigerator replaced with one the same model and size but brand new this time. This one was obviously refurbished for it to be malfunctioning within days of been used. At this point the best thing they can do is to refund the money, a request that I have already made on the  10/**/14, and was told by the ******* that, "We do not give back money so that is not going to happen".  I will not accept an exchange if I have to pay the diference and I will not accept an exchange that is smaller than the one I currently have; that particular size was  purposely bought.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[The refrigerator was bought in August  **, 2014 and delivered 8/**/14 and started malfunctioning within the same week. I asked for a replacement that same week and  called the store and customer service. I dont how you calculate months and weeks but it is not six months yet. It only 2 months and a week and I have been asking for a repalcement for too long now. It time for you to start doing your job. It is your job to call the disctrict *******. you will receive a call about this in the very near future but not from me, I hope you are prepared to answer.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: *** *******, your refrigerator is under the manufacturers warranty for one year. That calls for it to be serviced. If it cannot be repaired we will contact the manufacturer and get a return authorization from them which we did. Upon getting that authorization we issued you a store credit so that you can exchange that refrigerator or use that credit to reselect a different make and model. A reund is not an option and if you want to pursue that the only person in this company that would be able to assist you with that would be the District ******* of the store where your purchase was made. The district ******* for that store is  now **** ****** and you must reach him at ****************** if that is the only option that you want to choose. 

11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I purchase a refrigerator and range stove July 2012 a fees months after purchasing both items we began having problems, my main focus is the refrigerator which has been leaking and continue every 3 - 5 months they came at least 5 times changing the parts and same problem this seem to be a chronic problem, now it's not getting cold I ask for my refrigerator to be change and am getting the round around. However am still in warranty till 2017 it's very frustrating. What should I do?

Desired Settlement: Would like to get a new refrigerator because this one certainly isn't good!

Business Response: Customer must call us at ###-###-#### and have the telephone representative set them up for a service call. If they have an extended warranty with us then the call will be done at no cost to the customer, if they do not have that then the service call will be set up on an COD basis.

Consumer Response:

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 and the matter has been resolved.

To whom it may concern, my complaint #******** I wrote in a week ago about my refrigerator with PCRichards. I did get the problem rectified I got a voucher and was able to purchase a new one. I would also like to mention that the only person who listen to my problem and was very helpful and understood my situation ** *****(*******). Thank you

Sincerely,

****** ******** ******






11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i purchased an $8000.00 built in appliance approximately three months ago. the product arrived at there local warehouse two months ago..since then i have been waiting and waiting and waiting for the P.C. Richards sales team to bring in their "professional contractors" to install the product. on 10 ** 14, i waited for their professional contractors to arrive at my residence to inspect the kitchen…they have not showed nor contacted me. i agreed to finance the product on their 12 month zero percent interest program…i am going on my third payment…and the product has not been installed.

Desired Settlement: i want to STOP all future transactions and request an immediate refund on my last two payments. ...and close the credit card P.C Richards had initiated on my behalf. I DO NOT WANT THIS PRODUCT!!! I WANT MY REFUND PLEASE!!!!

Business Response: According to what is on our system, this sale was cancelled and refunded on 11/*/14 back to the credit card that was used to make the sale. Customer should contact the ***** ******* where the original purchase was made if they have any other issues regarding this transaction.

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Whirlpool Range from PC Richard & Son on 5/**/2014. When I use the stove the flames are not controlled to the bottom of the pots, it's also coming up the sides of the pots. When I use the oven, the entire stove on the outside is getting very hot and the cabinets that are close to the stove is also getting hot. I got burned on the outside of the stove a few times while using the oven. I called PC Richard several times to complaint about the problem. Service people from Whirlpool and PC Richard came and never resolved the issue. PC Richard made us take out a service warranty and told us they would take care of replacing the stove or refunding us if we are still not happy, to date nothing has been done. I tried to file a compliant online to the PC Richard corporate office, they charged me $25 to look into the complaint, and again nothing was done. I called my credit card company and disputed the $25 and it was refunded to me.

Desired Settlement: I would like to return the stove and get a refund for the stove and the warranty they made us take out.

Business Response: Three different techs have found nothing wrong with this range. It is operating according to the manufacturers specifications. That being said I am placing a retirn authorization on this customers invoice so that they can reselect a different make and model range.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 I have had 5 (not 3) techs came to my house to look at the Range and not one of them ever turned on the oven or the stove to see what the problem was, with that being said, I do not see how any of them could say that there was nothing wrong with the Range.  I have had such a bad experience with PC Richards over the past five months that I do not want to have to deal with them anymore.  I am requesting a full refund for the Range and the Insurance they made me take out.  BBB, thanks so much for your help.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

i did contact Whirlpool and 2 of their Techs came out but none of them ever turned on the oven or the stove to see what the problem was, so with that being said, i do not know what kind of report was given to Whirlpool.  the same thing happened with the Techs that came out from PC Richards, they too, never turned on the oven or the stove. i would really appreciate it if this problem can be resolved.  i paid my money in good faith and would like to have a range i can be happy with.   

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

Business Response: I have placed a return authorization on this customers invoice ********** so that they can contact the ***** ******* at the store where their purchase was made and he will process the exchange for them.

11/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In May of 2009 I took delivery on a GE refrigerator. I also purchased the extended warranty for an extra 5 years. In August 2014 the refrigerator stopped working. I called PC Richards who in turn called ** service. since August I have had ** service here 5 times and my refrigerator is still not working. On Monday October ** I received message from PC Richards corporate that they will submit to ** for a request for exchange of the appliance. On Friday October ** I called the 800 number they left on my voicemail to check on the status if the exchange . They told me they did not see a request for exchange in the system but they would do it again. Meanwhile I have been in contact with the store I purchased from and also ** customer service numerous times. ** has given me a case number. Today I called PC Richards customer service and they told me they are waiting to hear back from ** on the exchange request. I asked the woman how long does a exchange request usually take? Her reply was 24 to 36 hours! I've been waiting almost 2 weeks! Then I called ** and they told me they are waiting to hear back from PC Richards. At this particular point I have been without a refrigerator for 2 weeks! Over the last 2 months I have been without the refrigerator more than I have had it!

Desired Settlement: I am waiting for a credit from PC Richards to purchase a new refrigerator.

Business Response: The credit was issued today on invoice *********. This customer can go to any of our showrooms and they will be able to do the necessary paperwork to make the exchange once this customer reselects a new refrigerator. At that time we will pick up the old and deliver the new. All the details are on that invoice on our computr system.

11/5/2014 Problems with Product/Service | Complaint Details Unavailable
10/29/2014 Problems with Product/Service | Complaint Details Unavailable
10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a TV from the **** ****** location on Saturday September **** and asked for next day delivery. The delivery guys showed up with the TV and plugged it in so we could check that it worked, which it turned on just fine. So he left. However, the TV was still scrolling through it's initial screen settings and it was only after it had initiated that I noticed the screen burn marks right in the middle of the screen. It was originally unnoticeable because the screen wasn't fully initiated yet. I called the **** location within the hour of delivery and spoke to ***, the ******* about an exchange. He said that unfortunately he was unable to send the guys back as it was past delivery times and that he would call it in the next day on Monday, and I would be receiving a call from them on Monday to confirm a pick up. After receiving no call on Monday I decided to call them. That was when it was clear that *** did not call in my complaint to headquarters, nor did he even schedule a pick up or review. This is the *******! I called back 3 times to schedule a pick up of the defective television and he kept putting me on hold. Originally I only wanted an exchange for a properly functioning TV. Now I just want a full refund after having revived lies from the top of the food chain. Very untrustworthy.

Desired Settlement: I would like a full review of my case and for P.C Richard and Son to accept a the return on the TV and issue a full refund back to my credit card. Again, this is due to their failure to be honest about my case. Had they treated me courteously and not lied, I would have been fine with an exchange.

Business Response: Service is going out on 10/*/14 to inspect the TV in question and if it in fact does have burned in images we will authorize an exchange for a new TV.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 I no longer wish to do business with PC Richard and Son after their initial promise to have someone come out Tuesday was not honored. This was what *** the ******* said to me when I call him Sunday noon, within the hour that I received delivery of the TV. He in fact did not enter in my complaint that same day (Sunday) and I had to call them back again on Monday night, after waiting the entire day to reviece a call for an update. 

I want to return the item for a FULL REFUND on my credit card due to poor customer service.
I have no confidence that I will receive a satisfactory TV replacement in a timely manner.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ***




 

Business Response: Looks like the store forgot to refund the installation charges, ($75.13). I will do that now and put a copy in the mail to this customer.

Consumer Response: 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 and the matter has been resolved.

thank you for helping me resolve my case. I have received the balance of my refund.

 

Thank you. You are making a difference and helping people get resolutions.

 

Best,

 

****



 Sincerely,

**** ***



 

10/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have placed my order (***********) of Bose QC 15 headphones on **/10/2014 and got the email it was shipped out the next day with the tracking number(*** ******************) and my credit card was also charge with the right amount. I really need it for my international travel this week. I was waiting for it eagerly as I need it for my travel soon. But until today, I still have not received it. So I check the tracking number and it showed it was requested to send back by the shipper several days ago. They even have not given me any notification about this! I think it should be a mistake as my credit card has been charged (not only hold the money) and I have not been contact about anything related to this order. I have called back to confirm this. The first rep. told me it was the security reason it was called back but no more detail about it. The second rep told me due to my credit card issue they have to call back. But I have called my credit card company and told there was no issue for this charge. SO I called the the seller again and was told it was from their reason to call back and not from the bank side. I was so frustrated on this. They have charged my money, notified me this shipment. But it was called back during my waiting without any notice..... Just kept me on waiting......

Desired Settlement: Pls ship this order to me as soon as possible using express shipping. Otherwise refund me as soon as possible with additional credit due to the trouble and timing you have caused. As several days ago, many stores have promotional price on this product Bose QC 15 headphones. So I have chosen your store to purchase it. But today, most of the stores have pulled out the promotion with the price $50 higher. I need to spend more due to the inconvenience you have caused.

Business Response: Cutomer must contact ***** *********** the head of our Internet Department at ****************************** and he will be able to assist them.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The have not tried to resolve the issue by shipping the order to me or take their responsibility to cover part of my cost (timing/money) due to their misleading information (confirm the order/ship the order) and no notification to call back the order.

The reason they mentioned to call back the order from their reply is bank verification issue. My bank showed no issue with that charge and it was also released the charge. Verification issue may be just an excuse. We can do a three way meeting with the bank to verify these.

The fact is that I have wasted a lot of time on this as well as the convenience of my travel. In addition to this, currently all the stores have ended the promotion on this product and I
have to spend a lot of more on the product compared with that one week ago. All of these are due to the seller's fault of sending out wrong (fraud) information (order confirmed, order shipped with tracking number, charged the money from my credit card) and no notification of the action to call back the order. During the whole process, I was totally fooled by the seller with the cost of timing/money. The seller should take responsibility for this.

Thanks

********

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** **




 

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a natural gas stove from the company to put in my home. When I received the stove in my home they had already converted the NG stove to Liquid Propane. I called and was assured by the ***** ******* ******* that the aprts would be sent to me. After 2 weeks of waiting I called again only for them to tell me they cannot get the parts I have to buy them myself and they will reimburse me. I bought the parts for approx 320$ and let them know they could send a service technician as they pleased and I would like my refund. I then had to call three more times to get the installers to come. When they arrive they look at the stove and walk out saying they can't do it. I spent another week calling to get the proper service technicians only to be assured that they would be there today 10/**/14 after 4pm to do the install. I rcvd a call this morning at 8am from a ******** (one of their technicians) telling me they would be there from 1-4. I informed him it was a mistake because they sepcifically said 4:30 as I work until 4. I called the service headquarters and was told it would be handled by a service rep whose name I forgot to write down. And he would call me before noon to confirm times. I called back at 1pm and asked about the status where the next Rep. "*****" or "*****" informed me that it was impossible and I had never even called this AM. I was then put on an extended hold and told they would show up "after 2pm and 4:30 was impossible as they only work til 5". If you are keeping track that is the fifth time I was blatantly lied to. At this point I informed ***** that I would make a BBB and a Consumers afairs complaint to which she literally laughed at me said "sure whatever" and hung up on me. The only option I was given to return the item is to drive the 45 minutes to their location return it, get a lesser model and then drive 45 minutes back to my home.

Desired Settlement: Refund of the purchase price and the ammount I paid for the repair parts. A comporable item. Such as a different double oven stove. I will not accept the fofers theya lready gave me.

Business Response: Customer must contact the ******** ******* for the store where the purchase was made in order to get what they want accomplished. He can be reached at ************************. This problem probably stems from the fact that this customer purchased a floor sample range from our **** **** Clearance center and all floor samples  are sold "as is". It will ultimately be up to *** ***** to decide what we should do in this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

I did work with the store for approximately 2 months and we have resolved the issue of my obtaining a working stove.  The managers at the store had been working with me the whole time.

The problem, besides having no cooking surface, was the complete lack of respect and professionalism of their coporate offices.  To be laughed at and hung up not once, but twice, is unacceptable.  Check online and see that the majority of complaints seem to be with the absolute disregard for their customers from the CORPORATE section of the store.

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

10/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 10/*/14 I bought at the store a stove to be delivered 10/**/14. On 10/**/14 I was to get a delivery window of 3 hours. The delivery next day called to delivery at a different time. Was not home. They were to call back with new time. They didn't - I called them and they didn't answer. I called store 2 times to cancel order and 2 times customer service and emailed them 2 times. Each time on phone I was placed on perpetual hold (4 times) and they would not cancel order. I could not get hold of anyone or anyway to cancel order and get my refund. Stove obviously was never delivered and no one has informed me as to status of account. As an aside - the stove was not the stove displayed in the store - it was the next version according to the salesman.

Desired Settlement: I want to get a refund asap to close this matter. That is the only outcome.

Business Response: I have cancelled the order and refunded the amount paid back to this customers ********** that they used to make the purchase. I will put a copy in the mail to their home address.

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received ge frig from pc richards bought thru showroom but delivered from their *********** warehouse. Drivers were in hury and told me to sign that it was paid in full which i did. Mom noticed door did not shut autpmatically and we tried to get deliv people back but left. We called day of delivery to say the frig was defective but the salesperson and ******* were onvacatiob and didnt call back by a week latwr. I called and asked them to exchange the defective product because thw frog was wet and we r both medically ill and ******** and were lugging food into ice chests. They insisted on sendong pc richards tech following week who said it was not installed properly and adjusted dials on bottlm of unit but door atulStill didnt shut and freezer did not communicate w frig so condensate all over worsw than frig we discarded after twelve yrs. We r on ********** and dont have anywhere to place food and my insulinboxes are wet and other meds getting ruined. I got a ***** ********* from plant microbe from wet greens and we lost several hundred dollars on green produce i need to juice for my *********. We have sufferes greatly. The ******* at showroom told me ita like when u buy a car from the showroom and it has a problem you take it back to service and not to the ahowroom. I explained if its defwctive on arrival u take it back to showroom not to service. Pc richards insisted they wouldnt help two ill individuals and we had to ha e ge come which we did. The ge person was abusive which we reported. He said the gasket was defective and wanted to fix it with vaseline and when we refused he claimed we were hoatile to his work and left and the ge call center mocked us by repeating themaelves and rwfusong all our concerns from being addresses. I wrote an email to pc richards the precious saturday and to date they have not responded tho their motto isbpc richards carees. We have asked that the defwctive unit is pc richards responsibility for delivering it that way or refund so we can afford to get anothwr

Desired Settlement: We would like the unit immediately removed by pc richardsand eithwr a refund on our card so we can get a unit elsewhere or a replacement that we r given time to check out before delivery people leave. It makes mw ashamed to livebin cojntey where us small people can be abuaed and humiliated and have to cart frig stuf to oce chests and lose money and have to wash out frig w balance provlems when this is big corporation and we also request two hundred dollars compenaation for the rotted vefetables

Business Response: We have placed a return authorization on this customers invoice ********** so that they can now contact the ******* at our ******* store so he can process an exchange of the refrigerator in question for them.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

one of the *******s, named **** is the one who repetitively harassed us with the analogy of the dealership and said he had no time to talk and he stopped accommodating my phrenic nerve disorder. please request that we get the 250 dollar compensation for the rotted vegetables and the ice chest and that the ******* email me the return authorization and a list of scheduled times to replace the item so I don't have to speak. and please make sure they allow us time to examine the new unit to make sure we are satisfied it is working on delivery. thank you.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *** ***** ********  *

Business Response: This issue has to be resolved by the store ******* or his ******** *******. We suggest that the customer contact the ******** ******* for that store at ****************** if they have not been satisfied with the ******* of that store.

10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well I bought a 60 inch Plasma LG TV and the sales person told us I had a in store 2 yr warranty and if I wanted an extended 5 yrs warranty and I paid for it. 9 months from the date I purchase the TV shut off and didn't turn on any longer so I called the sales man and he told me to call the number on the warranty. so I thought that they would honor the 2 yr in store warranty and that was not the case they said they would fix it but that it is in the 5 yr warranty that they are honoring I was angry because the sales man lied to me but I just had them pick it up and fix it 2 weeks later they return the TV and it was working so I figured ok maybe it was a fluke ok so 13 months later it happens again the repair men come to pick it up and they tell me that if they have to come back that they have to give me a new one well till this day they never honored that. since then the TV has been having the same problem until my warranty expired so the TV goes out again this time PC richards says they can't help so I go to LG the maker and they helped but that I had to pay for the labor which was 350 dollars that was last yr now it happened again and no one wants to help I know for a fact that the store sold me the floor model because when I went the next day after I purchased the TV the one that was on display was no longer there I told then the sales man what happen to the TV and they said they were putting up a new model . I went to purchase a home theater system which that stop working 1 day before the warranty expired and when I went to get a new 1 they said I had to pay 68 dollars in order to get the new 1 because I had to put a 1 yr warranty on it so I did and sure enough 2 days after the warranty expired that 1 stop working I called them because being that it's only 2 days after the warranty expired he flat out said no.. I need your help in putting a stop to this practice and want them to honor what they said they would do which is replace the TV after the 3rd repair...

Desired Settlement: I want it to be known tat PC Richards do not honor what they say on TV commercials and in store...

Business Response: Customer must contact our ******* ******* ***** **** at ************************ or call him at ###-###-#### and he will be able to assist them in this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

 I talked with ** **** and he just lied to me and I don't want to deal with this I just want to get what I paid for and they never gave it to me..when I spoke with him he tried to tell me that my 5 yr extended warranty also included the 2 yr store and manufacturing warranty so I asked so why did the sales man (****) called it an extended warranty because to my recollection extended means from the 2yr store and manufacturer warranty the 5 yrs (that I paid 500 $for) kick in after the 2 yrs are up so he's trying to tell me that I paid for the 2 yrs and that is straight up robbery I want all my money back or a new TV with a 7 yrs warranty the way it's should have been from the beginning...

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ********




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

OK your saying that I misunderstood what is an EXTENDED warranty well buddy your the one that don't know the difference between EXTENDED and INCLUDED because we got a 2 yrs Manufacture warranty and paid for a 5 yr EXTENDED Warranty(@ a cost of 100.00 $ a piece) and that adds up to 7 yrs it never said INCLUDED which u are saying you only do which would be robbing the customer because I'm paying for the 2 yrs the Manufacturer gives me for FREE so check your vocabulary because I know the Difference between INCLUDED and EXTENDED 



 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ********



 

Business Response: If this customer has their original bill of sale they will see that their extended warranty or contract if you prefer to call it that begins as soon as the product is taken or delivered. If it is explained properly by the salesperson that sold it he would tell the customer that it is an extended warranty which merely extends the manufacturers warranty from their one year to 3 or 5 or 10 years, or from their 2 year manufactuers warranty to 3 or 5 or 10 years. Customer is correct, our extended warranty includes the manufacturers warranty and is not a contract that begins after the manufacturers warranty. That is the way all our contracts have always been sold. If they feel that is robbery, we apologize for that but that is the way it is.

10/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My first initial call to pc richards was July **2014 that my new washer that we bought from them last Feb 2014 was leaking.First service came in August and they examined and determined that the leak came from a gasket and this was determined without observing a complete wash cycle.mid august they ordered the part and that took another week and they came to install the gasket end ofAugust. They leak persisted and they came on sept ** and another time sept ** determined its the hose and they dented my top of the washer. They ordered that and they came back Sept ** and they brought the wrong part. Spoke to several rep ( ***, **** *****, ****, ********) from the service dept early in the morning just to try to follow up on the status and they do not call you back in the afternoon. so now it it October *** and spoke and called the ******* ***** **** **********. Iasked for a ******* in several occacsions and they do not transfer you easily to one. I have been doing laundry in a laundry mat and PC Richards do no reimburse you for this. nor they have offered me a little but of incentive for the aggravation. So i am hoping my complint will get me somewhere. Thank you for your quick attention.

Desired Settlement: they can give me a new washer

Business Response: ***** **** (one of our supervisors) will be calling this customer this afternoon with a definate date  as to when the parts that we need to do the repair will be in and once we replace those parts if the problem is not resolved then we will give the customer credit to exchange the washer.

Consumer Response: 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 and the matter has been resolved.

PC Richards contacted me on 10/*/14 and they delivered a new washer the next day.


Sincerely,
******** *******



 

10/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My whirlpool HE washer control panel failed and washing machine stopped working. On 9/* called PC Richard who had someone out on 9/**. I am still waiting for parts and being told part is on back order. Machine is no more than 3 years s o I am upset not only with repair delay but with the poor quality of workmanship by whirlpool. I did get the extended warranty so I am covered. I am told every time PC richard will call me back and they don't. I think it it is much to long to have to wait for a month for repairs

Desired Settlement: Whatever is faster, either give me new machine or fix so it will not break down again

Business Response: I do not blame the customer fro being upset. I have checked with the parts department and the control board needed is on back order with no ETA. We have issued this customer a credit of what they paid for the washer in 2011 to exchange it or to reselect. They can call the store where their purchase was made and all the information regarding this resolution will be on our computer system so that the store can process the exchange.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** ******



 

10/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: month old refrigerator is leaking inside. I have approached *** **** ********** who handles Whirlpool. The repair was unsuccessful.PC Richards demands to bring their own technitian instead of replacing it. there is no reason for me to have a repaired refrigerator when it is a month old.

Desired Settlement: no repair is desired I have bought a brand new a comodity and it should not be repaired. no appointment for tech is needed. just a replacement.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** ******



 

10/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two issues: 1. Inproper and incomplete installation of new Refridgerator 2. Left old refirdgerator in driveway instead of putting inside house as requested Resulting in: Lost of refridgerated food of $500 Cost to hire personel to move refridgerator from driveway as old refridgerator was left on slope blocking garage - $100 Damage to old refridgerator due to rain as result of leaving refridgerator in driveway - $1000 Inability to go to work - $1000

Desired Settlement: 1. Pick up old refrigerator 2. Reimbursement of costs incurred ($2600) : - Lost of refridgerated food of $500 - Cost to hire personel to move refridgerator from driveway as old refridgerator was left on slope blocking garage - $100 - Damage to old refridgerator due to rain as result of leaving refridgerator in driveway - $1000 - Inability to go to work - $1000

Business Response: Customer will have to contact the ******** ******* of the store where their purchase was made in order to try to resolve all these issues. They can contact him with all the details at **************************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have already contacted business directly trying to resolve my claim and nothing has happened. 

I will keep elevating this issue until I get this resolved

Their response to contact the ******* of store is unacceptable by email???? given my complaint

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *********




 

Business Response: This complaint was settled on Friday 9/**/14 between our ******** ******* and the customer. We have the customers old refrigerator and will be returning it to them and we are also refunding $300.00 back to the credit card that they used to make the sale in question. This resolution was acceptable to the customer so I believe that this case can now be closed.
If you have any additional questions or concerns you can contact our ******** ******* at ###-###-#### or myself at ###-###-####.

 

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** *********



 

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a laptop at pc richrds. told that if Iook their security thatg I would get rebate. wEll, to get the rebate I first had to find all kinds of codes etc, and mail it in. I and some other people made sure I did the right thing. Then I got a new form and of course they said I didn't. All to me a scam to stop getting the rebate. The form cannot be filled out

Desired Settlement: The cost was fifty dollars. I would like a refund as pc richard and this company promised in writing

Business Response: This customer can contact **** ********* at **************************** and he will be able to assist them.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

****** ******



 

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March of 2011 I purchased an LG refrigerator with in door ice maker from PC Richards and within a year, the ice maker stopped working and the appliance was making strange sounds. I had the extended service contract so they came to do the repair and discovered that they needed a part. So the part was ordered and they returned to do the repair and once completed, it stopped working yet again. This time I was told it needed a new door, so again I waited about 4 weeks for the new door. The repair company came to install the new door, not 24 hours after they left the refrigerator stopped working altogether. PC Richards agreed to replace the product and told me to come in and pick out a new product. I decided that I would pay the extra money for the Kitchenaid and stick with a reputable refrigerator manufacturer and the people I know with Kitchenaid or Whirlpool appliances swear by the brand. The new refrigerator was delivered just in time for last Christmas and I was very happy with it. 6 months later early July, the ice maker and water stop working on the new product. I called in for a repair and of course it needs parts that can only be obtained from Whirlpool. So now more days to take of from work and I have been waiting for the mysterious parts for 5 weeks now. When I called PC Richards I got no help just that I will need to call Whirlpool. The issue is not with Whirlpool since my last lemon was an LG also purchased from PC Richards. So basically the issue is with PC Richards lack of desire to make a customer happy, and I truely believe they are selling inferior products. I have never known anyone to go through this much trouble with 2 refrigerators in 18 months. I am now getting ready to rennovate my kitchen and I will not be getting new appliances from PC Richards.

Desired Settlement: I want the 6 month old refrigerator fixed and I want a credit on the credit card for the remaining balance. I have had to take off from work so many times for repairs on both refrigerators that I can't even count any more.

Business Response: We see 2 service calls on the new refrigerator which was delivered in December. One in February and the most recent one in August. That last service call was with *** **** ********* and we will have **** **** *who is incharge of our 3rd party service companies) get in touch with them to see what the delay is in getting the parts they need to complete this repair. **** will contact this customer once he gets a reply from *** ****.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

*** **** arrived today 9/**/14 to repair the refrigerator, Kitchenaid model number KFIV29PCMS.  I will not fully know if it is working properly until I have ice which will most likely take the rest of the day.  Secondly, the issue is that within 18 months I have purchased 2 refrigerators from PC Richards that were defective.  The first one, an LG model,  was replaced with this new Kitchenaid model for an extra $1000, which, afer careful research during my long wait period for the parts from the manufacturer, come to find that my problem is a known problem with this model appliance.  Why was this model not recalled?  and if this problem was known, why was is it still being sold to unsuspecting customers in the PC Richards store?  It is posted all over the Internet that my model serial number K33102372 was the last of the lot that had the defective part. I have been in constant contact with *** **** during this process since the customer service people at PC Richards don't seem to care at all.  They kept telling me to call Whirlpool, and maybe the problem in part does lie with Whirlpool, however, PC Richards is the entity that sold me 2 defective products and I should be compensated the vacation time lost from missing work over the past 18 months.  I will reply at the end of the week with the status of the repairs, but I will not close this complaint until I am confident that my refrigerator is working as expected.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response: Keeping the complaint open to insure the refrigerator has been successfully repaired is a "no brainer" that makes sense. The other issues should be addressed with the manufacturers as we do not make the products nor are we the ones that would issues recalls if their products are bad. We only purchas brand new products from these manufacturers and do not sell refurbished products. Unfortunately, this customer has had a bad experience with 2 of the products that we have sold them but we stand behind what we sell even though we are not the manufactuer. If the product that was just repaired fails to operate, the customer should call us at ###-###-#### and have a supervisor issue them a credit to exchange or reselect.    

9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we purchased a wall oven and an extended service from PC Richard. The wall oven stopped heating and I called the ###-###-#### number from our extended service protection agreement A date of Saturday September 6 between 8AM – noon was set up. We were to receive a call on our home phone a half hour prior to the service person coming over. I called the number halfway thru that morning to discover that the appointment had been changed to September **, unbeknownst to us and without our consent. Today, I am home between 8AM and noon and GE service blew me off again. I called ###-###-#### right after 12 and spoke to *******,.She said she would look into it and call me back. She has not.. I call ###-###-####, the PC Richard corporate office and spoke to **** who advised me that an another appointment was set up had already been set up for Tuesday September ** between 8AM and noon. This was ONCE AGAIN without my knowledge or without my consent. She would not help me any further feeling that since another appointment had been set up, my problem was “FIXED”. This was not acceptable to me, so **** has now passed me off to “****” a **********, who I could not speak too, but she said he would call me back on my home phone today to attempt to resolve this problem. I have not heard back yet from ****. How can I purchase not only an appliance but an extended warranty, and be blown off not once but twice by a service person. How can PC Richard feel that just making another appointment for me, (without my knowledge I might add) resolve this inexcusable customer service.

Desired Settlement: I need someone at PC Richard take responsibility for repairing my appliance. Making 2 repair appointments where no service person shows and then "fixing" it by just making a third is not acceptable. I expect PC Richards to ensure that their repair person shows up when the appointment is made. No one at PC Richard is willing to stand by their extended service agreements or ensure that my appliance will actually be repaired. This is intolerable when their advertisement says "Richard is reliable". I require a reliable person to come and repair my appliance and I require PC Richard to actually do what their extended service protection agreement says it will do which I purchased from PC Richard. I do not want a person sitting at a computer make an appointment as they do not take responsibility when the person does not show. I want a person to take responsibility to actual speak to me and set an appointment and ensure that the service person comes at that time and repairs my appliance. I have waited on 2 days between 8AM and noon and no one show. I require PC Richard to make up for my wasted time due to their poor customer service and not supplying what they promised me

Business Response: Customer will be contacted by **** *********** (one of our **********s) who has been made aware of the problem and is contacting **** dispatch to see why these calls have been cancelled. These calls were sent to **** service since they prefer to service their own products but if that is the way they are handling our customers maybe the customer should ask **** once he gets back to them to have our own techs run this service call.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 **** did call and I set up an apt for after 1:30PM today on Wednesday, as I had to take another day off work to get my appliance repaired.  I received a call at 9:20 AM this morning, it was a robo  call to say I was next in line and a repair person would be at my house in half an hour!!!!!!!!! I have an email from ****  confirming my repair appt after 1:30 PM today, so why and how was that changed to now!!!!!!!! I don't know if the incompetence is on PC JRJichards part or **'s but the unprofessionalism the incompetence etc etc etc is inexcusable.  I took the afternoon off work today and I expect a ** repair person to be at my house this afternoon to repair my appliance or PC Richard s and ** are in breach on the contract they have with me in my extended service agreement with them.  Their neglect and dereliction of duties are irresponsible etc etc etc

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 %

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[I am not accepting the solution for 2 reasons:
1) I do not wish to close this out as I will not be satisfied until my appliance is repaired or replaced, and I have received many promises and this has not happened yet.  If I indeed do have a working appliance on Saturday I will be willing to close this case out.
2) I wish to inform PC Richard that their ** service person made me believe that he had fixed my appliance, it would have been beneficial to their customer that  instead of pretending he had fixed it to inform me that in fact he was unable to and that other arrangements would have to  be made.  Considering the circumstances already surrounding this repair it was negligent on the part of the ** service person not to keep me, the customer informed.  I wish to speak to someone in authority at ** and at PC Richard's to express my dissatisfaction with their policy to keep the customer in the dark, especially with the difficulties already incurred for me, their customer, with this repair.  Please request from ** and from PC Richard, who I should speak to, and a phone number so I may call them. Thank you

?

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: That seems to be a resonable request. The number she can call at **** to esculate this problem is ###-###-#### and take option number 5. At PC Richard, she already has the number for **** and as a ********** he is able to make any decision that is necessary to resolve any service issue.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung Range and refrigerator from PC Richards in **** ***** **. When the range was delivered it was broken and the delivery men documented it on the delivery slip, they were also suppose to take the old refrigerator and failed to do that as well. I called PC Richards and requested a new oven which they refused but they sent someone to repair it. I only use the oven once a week to cook for the week unless there is a holiday in that week. I was hospitalized and haven't used the oven in several months due to being hospitalized and having surgery. On Sunday the **** of September I was cooking for the week for the 1st time in approximately 4 months. In the middle of boiling water and the meatballs baking in the oven the range stopped working for no apparent reason. I contacted PC Richards on 9/**/14 regarding the problem they transferred me all over the place until finally a representative set up an appointment for service to come and repair my oven. The scheduled date was for 9/**/14 and i was told that someone would call before 9 am and that i have to pick up for them so that I would have time for them to come to repair the oven. On 9/**/14, my husband took off from work so that he would be available but he never received a call. I contacted PC Richards who transferred me to service who insisted that I never schedule an appointment. I asked to speak to a ******* as this is my oven that is not work and I wasn't able to cook on Sunday and now they want me to wait another week after having to throw out last weeks food. The ******* was beyond rude, insisted I was lying and refused to give me an appointment. I told him that I had asked for a replacement in the beginning when it was delivered broken and he said they would never replace it. A $1200 dollar oven is not suppose to break twice within a year especially with limited use. I also should have been accommodated with a more convenient repair as I gave them all the information that the PC Richard employee gave me on Monday so it was apparent that i had called to schedule for service. I will never call service again if I am going to be treated with so much disrespect. I don't trust a second repair on this oven in less than a year. I had another Samsung oven purchased from another store that is used everyday by my tenant and has yet to have a problem. Since this oven was delivered broken and now broken again within the year with limited use I want a replacement. Ranges are meant for everyday you and this oven barely took maybe 30 uses before it broke for a second time.

Desired Settlement: This oven should have been replaced in the beginning when it was delivered and was not working. With the limited use of this oven this oven should not have to be repaired for a second time in a year. I have the same model but without the double oven that i purchased right after this purchased from **** *** that has yet to haven a problem and my tenant uses it every day. They supplied a defective problem from the beginning and then decided not to honor the date that I was schedule for service.

Business Response: Customer is under the manufacturers warranty at this time and has been scheduled for service on 9/**/14. If the range is deemed to be unrepairable or uneconomical to repair by the tech at that time, then we will issue the customer a credit to exchange or reselect. Samsung requires that repair be attempted while under their warranty as does our extended warranty. The only other service call on record for this range was on 9/**/13 when the tech found and secured a loose wire.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 I made a complaint on monday after the stove failed while i was using it. The employee that i had spoke to set up an appt for today. When I called service to inquire as to why no one had called me yet they were rude and insisted that I was making the appt up. They refused to accommodate me and now i must go without an oven for another week. My husband had to take off from work for today appointment. I dont trust this company to follow thru with the next appt either. I just got back to work after months in the hospital. Im on a limited diet after ********** ******* and i cant even cook. It was hard enough waiting for this thursday how am i suppose to wait for next thursday.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: As per ****** ****, this customer has been full credit of what they paid to exchange the oven in question or to reselect a different make and model. All this information is on our computer system on this customers invoice so all they have to do is to go to any of our showrooms to reselect a new stove. Have the store refer to their invoice so that they can see all the information needed to process the exchange.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

***** *****



 

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a number of kitchen appliances from P.C. Richards a few months ago. The installation took place in late June. All but the dishwasher are as purchased and function properly (except for a minor issue with the fridge which is supposedly going to rectified shortly). The first issue with the dishwasher was that the specs on the dishwasher did not match the specs on from my invoice. I called to enquire just to make sure that the unit installed was the correct one. It wasn't. I was informed post-facto that the unit I bought was discontinued and a similar model was instead delivered. As if the fact that I wasn't notified didn't already raise a red flag, after further enquiry, it turns out that the model shipped to my house was $200 cheaper! It took two weeks of calling and reminding to get my money credited back. Furthermore, the dishwasher is faulty - on the first try did not function. P.C. Richards sent a technician to have a look at it and assured me that a replacement part would be ordered promptly. A week later when I called P.C. Richards, they had no record of anyone ever coming to my house to look at the unit - much less the replacement part for the broken dishwasher. But let's take a step back. Shouldn't the dishwasher be replaced all together! I did not pay for a broken dishwasher - I paid for a brand new working dishwasher! But let it be. A second set of technicians show up and have no clue what to do with the unit. They dismembered the unit and barely put it back together. The rickety half-assembled, half-dissembled unit still sits in my kitchen over a month later. I've been calling the store manager and keep getting a run around. The P.C. Richards team has been "working on it" for over a month now. Finally last Friday, I started to threaten legal action because if not in violation of the store's warranty agreement, this is clearly in violation of the implied warranty of merchantability (U.S.S. § 2-314) and the store practices above, esp. switching out the model for a cheaper one without notice, are absolutely fraudulent. Despite being on notice, the status this morning is still "working on it." When I enquired what exactly "working on it" means, I wasn't able to get a clear answer. I'm through being dodged around. All I want, is for P.C. Richards to pick up the half-dissembled disaster of a dishwasher from my kitchen and install a working one - the thing I paid for. Is that too much to ask?

Desired Settlement: I want a working dishwasher that I paid for.

Business Response: There is a return authorization on this customers invoice ********* so all this customer has to do is to call the store so that they can date the exchange. If they do not want that same unit, then they will havee to go to the store to reselect.

9/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday, July *, 2014, we accepted delivery of a 2nd refrigerator from PC Richard due to a damaged product being delivered the week before. During the delivery of the refrigerator on 7/*/14 my wife noticed the team stumble to the left while bringing the refrigerator in the door. After the team had left she noticed damage to the low door jambs on both sides of the door that corresponded with the slight stumble the team had sustained. My wife also noticed at this time that the screws for the hinges were no longer flush with the hinges and that some of the screws looked to have the screwdriver slots stripped. After work my wife told me about her observations and I tool a look. In addition to the damage she observed I also noticed that the hinges were no longer safely installed in the hinge pockets of the door jamb and in fact were riding outside of the hinge pockets indicating that the door was no longer set as the installer had done. After asking my wife she confirmed that the installers had used a cordless drill/driver to remove the hinge screws and reinstall the hinges into the jamb. It is important to note that the entry door was only recently installed (about May 2014) and was installed properly by the contractor as a pre-hung door assembly. After seeing the hinges out of position I took my screwdriver and started to loosen the screws so that I could reset the door properly. After checking (4) screws I discovered that (2) of the screws just turned in their holes indicating that the holes in the door jamb were stripped and could no longer hold a screw. (1) of the screws had screwdriver slots so stripped that I was unable to get a grip and try to turn the screws. In addition, several of the screws were clearly misaligned with the hinge and no longer flush with the hinge as would be normal. At this point I stopped all work. On 7/*/14 (day after delivery) we notified PC Richard via email and was notified via return email to contact their central office which we did on 7/*/14. During that discussion a claim was filed and I was instructed that the Connecticut ****** ******* would contact me within 3-5 days and that I should go about getting a quote for repairing the damage. Over the next two weeks we waited for a call from the Connecticut ****** ******* while never receiving one. In an attempt to expedite we went ahead and worked with our door installation contractor for an estimate. Also within that time frame we received a voice message from a gentleman named ***** who was the actual installer. Since we were waiting for the call from the ****** ******* we did not respond immediately but did respond by 7/**/14 as we finally figured out that we were not going to get a call from the ****** *******. From that point forward we worked with ***** who came to the house on several occasions and in each of the times he was polite but very defensive on the damages and how they were caused. During the next few weeks we tried to get information from PCR on the status of the claim with no contact forthcoming unless we called. Finally on 8/** I went on *** **** **** web page and sent a form email directly to the logistics company PCR works with. Within 1 day we had contact with them and we sent the quote and pictures of the damage to the claims rep. After that contact and one follow-up email from me we did not hear again from anyone unless we reached out to them. Finally on 9/*/14 we received a letter in the mail from the sub-contractor to *** **** **** declining the claim for reasons that they believe the damage was caused by someone else. At this time we have a brand new door that needs to be repaired with no contact from PCR or *** **** ****.

Desired Settlement: We desire that our door is repaired. Our contractor has suggested that the least expensive way to repair (since both door jambs need to be replaced) would be to remove and replace the pre-hung door assembly at the cost of $868 as well as the cost for 3 hours of labor required to repaint the door, door jambs and brick molding.

Business Response: Customer must contact our installation manager ***** ****** at ************************** or call him at ###-###-#### and he will be able to assist them in resolving this damage claim.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

After reviewing the subject claim with ** ******, we have understood that the sub-contactor (*** **** ****) has submitted the claim to their insurance company which is now handling the claim. I have been in contact with the insurance company on 9/**/14 giving their representative all necessary information. I was told the insurance company will be back to me early the next week (week of 9/**/14) and *** ****** and I agreed to put this BBB claim in a holding pattern until we hear back from the insurance company.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** **********  *

Business Response: That is ok. The case will remain open until the customer hears from the insurance company. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and will wait a limited time for the insurance company to resolve the claim. I was to be contacted by the insurance representative with an update early this week (week of 9/**/14) and as of 12:50pm EDT on 9/**/14 I have not been contacted nor has an adjuster been in contact with me. I do have a call into the rep and will wait a reasonable time for a return call.

Sincerely,

**** **********



 

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased several appliances from PC Richards last year after my home was destroyed by Hurricane Sandy. I purchased Jenn Air Stove, Jenn Air Dishwasher, LG 3-Door Refrigerator...which was already replaced 3 months later with a Samsung 3-door Refrigerator...Since my purchased I have had every appliance serviced by PC Richards several times. The Stove has been serviced at least 6 times since my purchase...today the LD screen in saying there is an error and this product can no longer be used. The Samsung Refrigerator has been serviced at least 4 times and in currently waiting on it 2nd ice maker...I truly believe the PC Richards is selling defective or refurbished products and passing them off as band new. Please help me with this matter.

Desired Settlement: I truly want a refund of all the money I spent. These were very expensive merchandise that I purchased and don't understand how there can be these many problems in such a short time.

Business Response: Customer should call us at ###-###-#### and have the telephone representative schedule them to have the parts that we have received installed into their refrigerator. If that does not resolve the issue then we will give the customer credit to reselect a new refrigerator. We do not manufacture these products nor do we sell refurbished products. All our products are shipped to us new from each manufacturer. A refund is not an option.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This is great that they are willing to replace the refrigerator, but my complaint is with the $4600.00 Jenn Air stove that has been serviced numerous times in the one year that I own it.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Ha Ha Ha, I did have a third party service person come and he did tell PC Richards the stove should be replaced, and their response was we will rewire the entire stove. Imagine that rewire a stove that is not even a year old. I feel like I am playing games here. I get the same response as dealing with PC Richards direct, the run around.  I want the appliances to be fixed or replaced. These appliances are a year old and has been nothing but a headache. Also, I paid for the extended warranty, it was not given to me and they were very expensive. If I did not purchase these warranties I would be "SCREWED".  I am worried about four years from now when the warranty is no longer in effect. I have nothing but headaches, I could just imagine four years from now. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response: Customer has been issued credit of what they paid us for the range in question to exchange it for the same model or to use that credit to reselect to a different make and model. We will contact the customer with that resolution. In the meantime the customer can contact the store where they made the purchase and have them look at all the information on their invoice ********* where all the necessary information will be so that they can process the exchange. 

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a General Electric washer and dryer on 7/*/14. These items were delivered on Saturday July **** and was installed on Sunday July **** by PC Richard. When the technicians finished installing both machines, they turned them on and said that they needed to run without any clothes in them for one cycle and then we could us them after that. However, upon hearing some loud strange noises which sounded like something was banging inside, coming from the washing machine we questioned the technician why the washing machine was making these noises and he stated "the machine is fine, it is just making these noises because there are no clothes in it". We thought this was very strange because our parents have the same machine and although they do not run it without clothes in it, we have never heard such noises. After the technicians left we proceeded to wash two loads of clothes, but decided to stop because the noise was just too unbearable. We called PC Richard and told them about the noise and they set up an exchange for the machine for the following Tuesday, this was Sunday evening. We did not go back into our basement again until the morning of Tuesday July ****, when the technician arrived from PC Richard requesting that he take a look at our machine first before he made the exchange. Upon entering our basement with the technician we noticed that the entire basement was flooded, the technician immediately went to the machine and knew what the problem was. He stated that "the previous technician did not install the washing machine properly which led to the flood in our basement. According to the technician, the previous technician did not remove the packing rod from the washing machine and did not attach the hose to the machine and the drain pipe. We requested that the washer still be exchanged since the entire basement including the washing machine and dryer were sitting in huge puddles of water. We then called PC Richard and requested that the dryer be replaced and that someone come out and assess the damage in our basement caused by the flood. I was told that someone would contact me from damage claim, this was Tuesday July ****. Since this day I have called PC Richard and spoken to several people who have told me that someone would reach out to me. I have spoken to ***** at ext. ****, who also told me that someone from damage claim would contact me asking for pictures of the damage and an estimate of the damage as well. I have reached out to her on several occasions, even leaving messages but to no avail. I finally received a call from ******* ****** from damage claims, and he set up an appointment for Tuesday August **** from 7am-9am to come to my residence to view the pictures from the damage and the estimate, however he never showed up nor did he call. When I called the number that *** ****** gave me to reach him with on August ****, he told me that he was in Florida and would call me when he returned. When I did not hear from him, I proceeded to call him during the week of August **** and he hung up on me and then refused to answer my second and third call by sending me to voicemail. I left a message at this number and I have never received a call. This is now September ***, two full months after I purchased the washer and dryer and I still have not gotten a resolution about the damage that the technician from PC Richard caused.

Desired Settlement: I want to be reimbursed for the damage to my property. I have pictures of the damage to my basement and they can be made available upon request.

Business Response: Customer should contact the head of our installation department ***** ****** at ************************** or call him at ###-###-#### and ***** will be able to assit them in resolving the damage claim issue.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I contacted PC Richard at the number that I was given and I left a message but I have not been contacted as yet. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****



 

Business Response: Customer should call tha number again and ask to speak with a supervisor.

Consumer Response: 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 and the matter has been resolved.

Sincerely,
******* *****



 

9/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an air conditioner on may **** 2014 from p.c. richard. They installed the window air conditioner. I purchased the 2 year extended warranty through the store. Shortly after the air conditioner started spitting water into my apartment. I contacted the store and after being stood up by their repairman twice they finally came to look at it. The repairman said that he had been seeing alot of issues with this model. This being one of them. He Said he could give us a voucher to bring back to the store and exchange it for a new or different brand. I proceeded to bring the work order from the repairman to the store. I spoke with a ******* who said he couldn't give me the air conditioner right then because the info from the repairman hadn't been entered yet. He assured me it wouldn't be an issue and that installation of the new air conditioner could be installed the next Monday. He Said we would be contacted by the store the next day with confirmation. The next day I went to the store to see what was going on with my issue. A different ******* spoke with me and said that I "must have told the repairman to write that there was a problem with the unit". He said he needed to speak to a supervisor to get the ok for the exchange. The next day he contacted me and said there are no exchanges or returns and offered me a $50 store credit. The store warranty policy states that if the unit can not be repaired that it can be exchanged for a unit of equal value. The store is not honoring this policy. Amongst many other issues with the stores customer service, I feel I was sold a warranty that is useless. The unit is a fire hazard and is a health issue because it is collecting water inside the unit and it's becoming moldy.

Desired Settlement: I would like the Frigidaire brand window air conditioner 12000 btu that the original ******* I worked with said would be no problem.

Business Response: Exchanging this air conditioner will not resolve the problem. The unit is not properly installed and that is why it is collecting water in the pan and spitting it out the front. Customer must contact the store ******* at the store where they made the purchase and have him set up an INS FIX so our installers can go back to their home and tilt the unit back so that the water will flow out of the pan. That is of course, if we did the installation. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** *********




 

Business Response: I do not understand. If that is what the store offered then what is the purpose of this complaint???. Customer should contact the store ******* at the store where their purchase was made and have them honor what they were told.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The store contacted me because this complaint was made. I want it in writing here that the store made an agreement with me by phone and that they will honor it. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

9/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED A REFRIGERATOR FROM PC RICHARDS 6/**/12 AND HAVE HAD NOTHING BUT PROBLEMS WITH IT SINCE. I PURCHASED A 3 YEAR EXTENDED WARRANTY ON THIS REFRIGERATOR AND IT HAS BEEN LEAKING FOR THE LAST 2 YEARS. EVERY TIME THEY COME TO FIX THE LEAK THEY SAY IT HAS BEEN CORRECTED, BUT IT KEEPS LEAKING. MY FLOORS HAVE BEEN RUINED TWICE BECAUSE OF THE LEAKING REFRIGERATOR. AFTER 5 SERVICE CALLS PC RICHARDS IS REFUSING TO REPLACE THE REFRIGERATOR. I SPOKE WITH A ******* ***** AT PC RICHARDS WHO STATED THAT THEY DO NOT MAKE THE REFRIGERATORS, THEY JUST SELL THEM. SHE SAID THAT THEY DO NOT STAND BY THE PRODUCTS THAT THEY SELL AND TOLD ME THAT I SHOULD CALL THE MANUFACTURER.

Desired Settlement: I WOULD LIKE PC RICHARDS TO REPLACE THE REFRIGERATOR

Business Response: We do not see that from the information provided that this customer has any extended warranty with us on the refrigerator in question. Please have them call us at ###-###-#### and speak with s upervisor to clarify this situation.l

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I do have an extended warranty and have already spoken to a supervisor at P C Richards and the situation has not been resolved. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 The refrigerator still has not been fixed.  I have not heard from the company who was subcontracted to fix the refrigerator several weeks ago.  I attempted to call **** at least two times at the number PC richards gave and every time I call the person who answeres the phone pulls up my account, puts me on a lengthy hold and then picks up and states that **** is not at his desk and offers to speak with me.  At this point I would like to speak to a supervisor and find out what is going on with my refrigerator and why it has not been fixed or replaced by now.  This is very frustrating.  I will keep trying to call this **** person but I have little hope that the issue will be resolved. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response: Customer has been given credit of what they paid us for the refrigerator in question in 2012 to reselect. They should call us at ###-###-#### and a telephone representative will give them all the details. 

9/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought my son an Asus Notebook Computer at the store on 11/**/13. The sales person informed my mother and I that the warranty covered the touch screen. I purchased the warranty believing the sales person named Norbert. On August **, 2014 my son's Asus notebook screen cracked in his backpack. I informed P.C. Richards and they informed me the insurance did not cover cracked screens. This company has lied and misinformed me about the insurance. I would never had bought the Asus at P.C, Richards if the insurance did not cover the touch screen. I would have bought from **** *** or ******* who has a better warranty policy. P.C. Richards claim to be honest and have integrity, they are not honest and they have no integrity. They will lie to make a sale.

Desired Settlement: I want the screen to be fixed or to be given a replacement.

Business Response: Physical damage is not covered under any warranty. All we can do at this time is to refund the warranty that they purchased. We will also send the customer a copy of that warranty in the event he was not handed one in the store at the time of the purchase.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[P.C Richard should train their employees not to lie.  The employee told me it was covered and therefore I proceeded to buy the tablet.  This was my first time from buying from P.C. Richard because I always buy from **** ***.  **** ***'s warranty covers physical damage.  That is why i ask the employee if it covered physical damage and he assured me it did.  P.C. Richard are liars and have no honesty and no integrity and they should change their slogan.  They scam their customers and I am going to post on ********, ******* and create a blog informing everyone about P.C. Richard as liars.  I want my screen fix.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ****************




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

YOUR EMPLOYEE IS A LIAR.  I HAVE A WITNESS.  DO NOT CONTACT ME AGAIN.  SEE YOU IN COURT.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ****************




 

Business Response: Sorry that you feel that way. All we can go by is what the terms of our written contact states. 

9/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: PC Richard was contacted at the end of July regrading mt Westinghouse Flat Panel TV (LD4680) that was not working and still under the warranty. A repair time was immediately scheduled and the TV was deemed repairable under my service contract. I received a letter confirming this. I was then advised that I needed to go directly to the store and pick out a replacement. Upon arriving I was advised that they no longer have this particular model. I eventually picked one as close to the model and paid several hundred dollars more. My sales person was wonderful as they always are. I have purchased numerous appliances over the years in this same store and have never had a problem. They day I was to receive the replacement I had to leave someone in my home as I was in my chemo therapy. When I arrived home I was my new item and was very pleased. However, the damaged item was left. The person I left at my home advised me that the TV was not taken and told to throw out. Although it is not a very large item it cannot be left with the other garbage not only because those items are picked up very infrequently but also due to vandalism I did not want to leave on the street

Desired Settlement: I am now being charged for this damaged item because it was not picked up as they should have. I have written to PC Richard and advised them all this but I just again received another bill for about $400.00. I should not be charged for a damaged item that was not picked up and advised to throw out. During my off days from work I am in the hospital for my chemo therapy and I cannot not get to the store easily. Please help me.

Business Response: Customer should contact our TV ******* ******* at ************************ and he will be able to assist them in this matter.

Consumer Response: Better Business Bureau:

As per your email and the business' request I have contacted ***** via the email provided. There has been no resolution yet as we have not communicated. Although I am hopeful we can straighten this mis-communication out I do not want to close this issue with you until we do.
  
Sincerely,

**** ***



 

9/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two issued with PC Richards after buying different appliances from them, the first issue I had was that they was no record of an improper installation that was completed by their installation department and I have been unable to use my dryer for a month, it took nearly 15 phone calls and 2 site visits to get me an appointment to redo the installation this Saturday. Please note that both times I had to take off work because they cannot accommodate weekend hours and can't provide a short time window frame. Customer service has told me a few times that they have to be all day appointments. I'm hoping this Saturday gets this resolved since the install was completed only back on February of this year. The second issue I have which is my biggest issue I have is that I purchased an air conditioner that required a unique installation since they needed to break through the wall of my coop, the installation "techs" showed up unprepared did not cover any of my contents, move my bed without being careful scratch my floors and had no regards to the surrounding or respect for being in a customers residence. The proceed to do a less the unprofessional installation did not have the proper materials and left my master bedroom full of dust and had debris all over the space. They were discourteous and since they are subcontracted by PC Richards they did not care about how they handled the situation instead they made threats to leave since I told them I will file a claim with my insurance company to have a company complete the clean up and perform repairs of the walls and floors where they damaged the areas. I had not choice but to allow them to finish the work since I could live with an exposed hole in my wall. I had to deal and try to work on this an entire day and found the response of PC Richards unacceptable. I am still waiting from someone from claims to contact me.

Desired Settlement: I would want a call for upper management to resolve this issue aped as also a call from the claims department since I had to pay out of pocket for the cleaning that was needed and also for the repairs that are needed. I'm nightly disappointed on their service and lack of professionalism

Business Response: Customer must contact our ************ ******* at ************************** regarding this issue and the damage claim. ***** can also be reached at ###-###-####.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have called *** ****** several times, I have also e-mailed him with all of my contact information and I have not received a response regarding the damages made, the improper installation and the poor customer service responses I've received thus far.  As for the dryer I had to continue to contact PC Richards and they will be sending someone back out for the third time and this time the will be sending installers  to come this Saturday on a holiday weekend since they have taken responsibility for the improper installation.  They are supposed to be re-installing the dryer and doing it correctly this time unfortunately they have not provided me with a time frame.

I continue to not only be disappointed with the response time and lack of communication but also with the lack of consideration for the customer.  This is unacceptable and will request someone to contact me as soon as possible. 

Thank You, 

****** ********

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ********




 

Business Response: *** ****** will be out of the office until Tuesday 9/*/14. We will forward the information to him and make sure that he contacts you as soon as he returns.

9/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our Dish Washer was giving two error messages E-04 and E-09. I called PC Richards because we have a service contract with them. They said they could not handle the repair and sent a ***** Technician who verified the need for parts. The ***** Technician Rescheduled for the following week. When the ***** repairman returned he replaced a circuit board and a drain pump. After he left I ran the machine and it returned the same error codes. Upon calling to complain the next day, another appointment was scheduled. After loosing yet another day from work, I got a call that ***** was canceling since they had to order a heater and wire harness to complete the repair. ***** told me that since the service contract was with PC Richards they would need an OK from PC Richards to perform the work. Eventually, new parts were ordered and another appointment was scheduled. When the repairman returned, he started the repair process but when he opened the box with the heater, he said the part was defective and he needed to reorder it. At this point after loosing 4 days from work and six weeks without a machine, I asked for a replacement machine. PC Richards said that a replacement needed to be approved by Bosch. Subsequently that request was denied and another appointment was set up to make the repair. I received a call from the repairman to confirm his arrival between 11am and 12pm. At about 12:30 I received a second call from ***** to cancel the appointment because the parts were never ordered. I called Bosch, and again requested I either be compensated for my time or be given a new machine. They told me it is PC Richards who has to do that because the machine is under their contract. PC Richards told me they can not replace the machine unless ***** authorizes it. ***** said if it were even possible it is a 2 to 3 week process before we can move forward. In the mean time PC Richards employees have not called back as promised with pertinent information.

Desired Settlement: I first and foremost want the machine replaced as it is less than three years old and this is the second time it has needed extensive repairs. After 5 service call appointments and five days lost from work, I still have no machine. It has been more than six weeks which is totally unacceptable. I bill my time at $125.00 per hour and have now lost 40 hours of work because of the inability of both PC Richards and ***** to correct the situation. I would have no problem loosing one or even two days at the most in order to accommodate the repair. FIve days is unacceptable and we are possibly looking at 6 or even 7. I want the swap done on a Saturday or Sunday when I do not work or I want to be compensated for my time beyond the two days that would be normal and reasonably acceptable for a repair. After paying a premium price for the machine, I should not have to loose money because I received an defective product from a major international company.

Business Response: Customer should call us at ###-###-#### and have the telephone representative transfer them to a supervisor and the supervisor will be able to address the issues and resolve them for this customer.

9/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The problem is not so much PC Richard as it is a product purchased from them. We purchased a tablet from them at the end of May. The company is DQV Tech. Recently something went wrong with it and we tried to get it serviced. I went to the website *************** and noticed there is absolutely no phone number or address to call to get service. Only an online service form. I proceeded to fill out the service form. I got no email response confirming they received it. I proceeded to send an email to them with the same information. Still no response. I haven't received a response since this was sent out. I called PC Richard to see if they had a phone number on file so I may be able to see what was going on. The said they had no information on file about this company. They also looked at the box on shelf and confirmed there was no phone number or service address. This person also said she went on the website to see and thought it was strange there was no way to contact them. She informed me there was no way for her to help me. Later on in the day I tried to fill out the information on the website. They blocked my email address from the form online. I proceeded to fill it out anyway with a different email address and it went through, although the same thing no response. I don't know what to do at this point.

Desired Settlement: I would like another tablet that works. The charger port seems to be broken internally.

Business Response: Customer must contact the ***** ******* at the store where they made the purchase and as long as the unit was not physically damaged and the customer still has the box and packing, the manager will be able to exchange it for them.

Consumer Response: 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 and the matter has been resolved. Thank you so much for helping me resolve this matter! 

Sincerely,

***** ******



 

9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a MacBook Pro at PC Richards in Union, NJ on 8/*/14 at the original price of $1799 with a military police discount given of $100 to total $1699. On 8/**/14, I saw the product on sale for $1699. I went back to the store in Union, NJ and ask if I could have a refund or credit for the new sales price with my military police discount on top of it. Therefore, I would be purchasing the computer for the sales price of $1699 with a $100 discount making the purchase price $1599. The representative **** advised me that he couldn't do this because the sales price is the same as of the discounted price. I explained to him that what he's saying doesn't apply at any other store. When a product is on sale, you receive the sale price and your discount is taken off on top of the sale price. He said that he couldn't help me.

Desired Settlement: I would like for the sales price of $1699 to be discounted with my military police discount of $100 giving me a sales price of $1599. I have been a customer of PC Richards over 5 years and have never had a problem with their services until now.

Business Response: We have sent this customer a $100.00 Gift Card in order to resolve this complaint.

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a refrigerator in November 2012 with an extended service plan. The freezer part of the refrigerator has not been working properly for the past 4 weeks. P C Richard has been sending technician to my house many times the problem has not been resolved. The freezer door gets stuck I can not have access to my stuff. Each time new parts have to be ordered. Lately there is a strange noise coming from the freezer. I told them enough is enough they need to replace

Desired Settlement: I would like P C Richard to replace the refrigerator

Business Response: Customer is scheduled for service with one of our own techs on 8/**/14. If the issue is not resolved at that time we will give the customer credit  of what they paid us to exchange that refrigerator or reselect a different make and model.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

***** **** ******** ************************** ***** ******* ****** *** **** **** ** *** ********** ******** *** *** **** * *** ******* **** *** *** **** **** ********* * ********

 

The problem with my refrigerator is not resolved. A technician came to my house on Thursday everything seemed to be perfect. However later on that day when I tried to get something from the freezer, the door remains shut tight. I have not been able to open my freezer door since, the refrigerator does not even make ice. I called P,C.Richard  on Friday, on Saturday and even this morning I am still waiting to hear from them for the next step--------------------------------------------

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** ********




 

Business Response: Customer should call us at ###-###-#### and have the telephone representative get them to a supervisor so that they can resolve this issue.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

**** ********



 

8/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THE CUSTOMER SERVICE DEPARTMENT FAILS EACH TIME TO PROVIDE PROMPT, EFFICIENT SERVICE REGARDING MY FRIDGIDAIRE DRYER. WE HAVE HAD THIS PROBLEM FOR YEARS WITH THIER REPAIR DEPARMENT. PC RICHARDS HAS TO COME TO MY HOME OVER THREE TIMES IN ORDER TO FIX A PROBLEM WITH MY DRYER. THIS HAPPENED TWO YEARS AGO AS WELL WHEN THE MACHINE WAS FIRST PURCHASED. THE DRYER WAS OUT OF COMMISSION FOR OVER A MONTH BEFORE THE PROBLEM WAS FIXED ( WHICH ENDED UP IN A REPLACEMENT MACHINE). NOW THE REPLACEMENT MACHINE HAS BEEN OUT OF SERVICE FOR THREE WEEKS. THE FIRST TIME THEY SEND THE REPAIR MAN, THEY SEND ONLY ONE MAN. (THEY KNOW OUR MACHINES ARE STACKED). SO THEN THEY ORDER A PART, THE WRONG PART AND HAVE TO ORDER THE CORRECT PART, WHICH MEANS WE ARE WAITING ANOTHER WEEK FOR THE ARRIVAL OF THE PART. SO THIS TIME WE WILL BE WITHOUT OUR DRYER FOR ANOTHER MONTH UNTIL THEY RECEIVE THIS PART. NOT TO MENTION THE TIME MISSED AT WORK TO BE THERE FOR THEM TO SERVICE US. I HAVE HAD IT WITH PC RICHARDS. IF I DID NOT HAVE A 10 YEAR WARRANTY ON MY MACHINES, I WOULD TOSS THEM ON THEIR FRONT LAWN AND GET REPLACEMENTS THROUGH ANOTHER COMPANY. PLEASE LOOK INTO THE SERVICE ISSUE WITH PC RICHARDS. AS OF LATE, THERE HAVE BEEN NUMEROUS COMPLAINTS IN NEWSDAY REGARDING SAME. I TOO WILL BE CONTACTING NEWSDAY, AND ANYONE ELSE WHO WILL LISTEN. THANK YOU FOR YOUR TIME.

Desired Settlement: I WOULD LIKE A FORMAL APOLOGY FROM PC RICHARDS. AS WELL AS THEM COMING TO REPAIR THE MACHINE ON MY TIME NOT THEIRS

Consumer Response: 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 and the matter has been resolved.

Sincerely,

********** ******



 

8/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a whirlpool dryer on 5/**/14- 2 weeks ago I called service because of a loud noise that the dryer made after less then 5 mins being on. On July ** the tech came to the house to state it was fine.! the noise was normal. "the dryer dries the clothes" its fine!. Called service again requesting a ********** or head tech to look at the dryer. On July ** the tech came to my house, he states after listening to the dryer for less then 5 min that the dryer needed a new motor! This is a brand new dryer. Less then 90 days old. They are stating they have to order a new motor to be installed. I have called them several times requesting a new dryer. I do not feel that I should have this repaired. There is an issue with this New Dryer. I purchased a new Working dryer. I should have a new Working dryer. The motor is what makes the dryer run..We are not talking about a door handle or a ***** Its the motor. I have been given nothing but a run around..It has been several days and this issue has not been resolved.

Desired Settlement: I would like a new dryer...not a rebuilt dryer. The motor is the Main part of the dryer..Its like getting a new engine for a car...when the engine goes you get a new car. If they can not give me a new dryer then give me a refund

Business Response: If this customer has not already done so, have them call ###-###-#### and have a ********** place a return authorization on that dryer so that they can exchange it.

Consumer Response: 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 and the matter has been resolved.

Sincerely,

********* ********



 

8/15/2014 Problems with Product/Service | Complaint Details Unavailable
8/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought an refrigerator back in 07/**/2005 model #GS22IBPCC and have nothing but trouble with the icemaker and I am loosing days pay from work cause pc Richard and son and there sub contractors refuse to fix it right the first time. these are the dates they have came and left within 5 minutes without checking to see if icemaker was working right. 10-**-2008, 8-**-2009, 9-**-2011, 10-**-2008, 11-**-2011, 1-**-2013 and now yet we have another appointment on 8-**-2015, there were other dates that they were here to fix icemaker which I can not find.

Desired Settlement: I want this ice maker to work right with no issues and if I have issue again, I want them to replace the whole refrigerator with ice maker that will not constantly stop working I can't afford to keep taking days off from my job. They already threatened to fire me if I took off anymore days due to this constant problem with the ice maker and refrigerator

Business Response: Actually, since the refrigerator in question is a G.E. all of the service calls noted by the customer have been run by G.E. tecnicians. Their request is a fair request and if G.E. is not able to resolve this issue on the next service call, we will consider exchanging the refrigerator or at least giving our own techs one chance to try to resolve the icemaker issue.i

Consumer Response:        



Better Business Bureau:

     I am willing to give pc Richard a chance of there tech's fixing it and if problem arise after they send a pc Richard tech to fix it, I will accept there offer to exchange the refrigerator. Thank you for your time and help.


I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** **********



 

Business Response: There is no runaround. The contract is the same for all our customers. We do not replace products. We give the customers full credit of what they paid us to exchange the product or reselect a new product. If the new product that they choose is more than the credit that they have been issued then they are responsible to pay the difference in cost. If the customer does not have a copy of our extended warranty we can send him one. In this case this customer would receive full credit of what he paid us for the refrigerator in 2005 towards the reselection of a new refrigerator. If he wants us to continue to service the product until 2015 then we will continue to do that at no cost for any repairs to him.

Consumer Response: Better Business Bureau:

     I accept the offer from pc Richard to credit me the amount for the refrigerator towards a different refrigerator, I just ask that pc Richard sends me there offer by mail to **** ********** at **** ******* ***** *** ****** ** ***** just so I have the offer in writing due to I have no access to printer. Thank you
     Please have them call me at ###-###-#### if they have any other questions. they can also reach me at ###-###-####.
Thank you for your time and help. 

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** **********



 

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have a front loading Samsung Washer that stopped working (would not fill with water and gave a NF error code) on 7/**/14. Service call was placed on 7/** and it wasn't until Saturday 7/** that someone came. Their website claims Most appliance service calls can be made in your home the very next day, I was at work and my in-laws met the repairman. Website claims: It takes skilled factory-trained technicians with full knowledge of the product to make the necessary repairs. After reading the manual that came with the washer, we were told by him that hot water valve had to be replaced and part would need to be order which would arrive in 3 days but could use washer with just cold water. Once again website claims: P.C. Richard & Son appliance technicians stock nearly 500 parts on each truck resulting in a “first time” completed repair over 75% of the time. (Guess we are the unlucky 25%) Should parts need to be ordered, they are done so from the home using the very latest in mobile communication technology. (Didn't decide to order two other parts until several days later) This reduces the time needed to order and receive the part. You will be notified as soon as the part arrives by phone, email and/or text (if provided) . (Never happened) He apparently got the machine to start and left with a load washing. I checked machine when I arrived home and there was a load of soaking wet clothes in machine sitting in water with a NF error code on front panel. Doesn't sound like a factory-trained technicians with full knowledge of the product. Tried to get repairman back but he was unable to return. They were told a call would be received when the part ordered arrived but never got a call. Spoke to ******* ******* ******* on 7/** and 7/** when he finally promised that someone would call the next day. He also advised two more parts had been ordered and this was without anyone else looking at the washer. One of the parts being ordered supposedly has to do a drain pump but why wasn't mentioned when the hot water value was determined to be the problem? The will not allow the scheduling of a return service call without the part in hand. Call was received on 7/** and advised repair could not be done until 7/** and a call would be received advising approximate time. As of 8:45 am on July ** no call was received so my in-laws drove to my house to wait since P.C. Richards doesn't open until 9:00 am and no one could be reached. After arriving at my home, they were able to contact the repair man who said he had 13 service calls and would arrive between 2:00 pm and 6 pm. At 1:30 pm he advised them that he was in **** ****** (about 7 miles away) and had to go to ******* afterwards. At 5:45, without any call from repairman, my in-laws phoned him and he advised he was in Long Beach and would call when he was finished but if they couldn't wait, we would have to reschedule. At 6:45, call was placed to repairman and went straight to his voicemail which was full and unable to accept messages. Now 7:22 and still haven't heard from this guy. Our family has purchased two refrigerators, 1 stove, 5 window air conditioners, 3 large flat screen TVs, 3 TV stands and a laptop computer from this company. The lack of service being provided has made us decide to never purchase from here again.

Desired Settlement: I don't want to be charged for parts that are unnecessary for repairs. It appears that there is a guessing game going on as to what is needed to fix the problem. I want this problem fixed correctly immediately. This company advertises "they service what they sell" but the wait time is unacceptable and their repairman doesn't seem knowledgeable. I am willing to pay for the actual part needed to successfully fix the problem but feel the multiple service calls are unnecessary and there should be no charge to "service what they sell". If they are unable to fix a product they sell that is less than 2 years old, I want a comparable replacement at no cost. I also wa