BBB Logo

Better Business Bureau ®
Start With Trust®
Metropolitan New York, Long Island, and the Mid-Hudson Region

BBB Accredited Business since

BBB Business Reviews may not be reproduced for sales or promotional purposes.

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.

Find a Location

Reason for Rating

BBB rating is based on 16 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 382 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

382 complaints closed with BBB in last 3 years | 125 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 44
Billing/Collection Issues 14
Delivery Issues 7
Guarantee/Warranty Issues 39
Problems with Product/Service 278
Total Closed Complaints 382

Additional Complaint Information

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

Additional Information

top
BBB file opened: March 01, 1967 Business started: 10/11/1909 in NY Business incorporated: 01/01/1910 in NY
Type of Entity

Corporation

Business Management
Mr. Gregg Richard, President Rick Gioia, Manager, Service Division Mr. Gary Richard, Chief Executive Officer
Contact Information
Principal: Mr. Gregg Richard, President
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
1
If opened and/or used, the following
merchandise is non-returnable & not
sold on a trial basis:
Home Appliances
Air Conditioners
TVs - 50" & Larger
iPods
iPads
Computers
Video Game Systems/Games
If 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.

1

If opened and/or used, the following

merchandise is non-returnable & not

sold on a trial basis:

  • Home Appliances
  • Air Conditioners
  • TVs - 50" & Larger
  • iPods
  • iPads
  • Computers
  • Video Game Systems/Games

If 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.
1

If opened and/or used, the following

merchandise is non-returnable & not

sold on a trial basis:

  • Home Appliances
  • Air Conditioners
  • TVs - 50" & Larger
  • iPods
  • iPads
  • Computers
  • Video Game Systems/Games

If 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.
1

If opened and/or used, the following

merchandise is non-returnable & not

sold on a trial basis:

  • Home Appliances
  • Air Conditioners
  • TVs - 50" & Larger
  • iPods
  • iPads
  • Computers
  • Video Game Systems/Games

If 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.
1

If opened and/or used, the following

merchandise is non-returnable & not

sold on a trial basis:

  • Home Appliances
  • Air Conditioners
  • TVs - 50" & Larger
  • iPods
  • iPads
  • Computers
  • Video Game Systems/Games

If 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.

Additional Locations

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

10/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/14/2014 Problems with Product/Service | Complaint Details Unavailable
10/12/2014 Problems with Product/Service | Read Complaint Details
X

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,
******** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/7/2014 Problems with Product/Service | Read Complaint Details
X

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,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/7/2014 Problems with Product/Service | Read Complaint Details
X

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,

**** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/4/2014 Problems with Product/Service | Read Complaint Details
X

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/3/2014 Problems with Product/Service | Read Complaint Details
X

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/1/2014 Problems with Product/Service | Read Complaint Details
X

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.    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2014 Problems with Product/Service | Read Complaint Details
X

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,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/22/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/20/2014 Problems with Product/Service | Read Complaint Details
X

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/19/2014 Problems with Product/Service | Read Complaint Details
X

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2014 Problems with Product/Service | Read Complaint Details
X

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,
******* *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

**** ***



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/9/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/17/2014 Problems with Product/Service | Read Complaint Details
X

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2014 Problems with Product/Service | Complaint Details Unavailable
8/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2014 Problems with Product/Service | Read Complaint Details
X

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 want a more exact or smaller window of when this service call is to be made. My husband and I can't afford to take of work just to wait around for someone that "might" show and I can't keep imposing on my in-laws to drive 60 miles round trip to our house to sit all day for nothing. Website and company policies should be revised since they are misleading.

Business Response: According to what is on our system, this service call was successfully completed on 7/**/14 at no cost to the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Received delivery of a refrigerator on 6/**/14. Workers refused to install the water line. Then they put two large scratches in front deck while removing the old refrigerator. They also put a large dent in the front door. My wife contacted PC Richard Customer care on the same day to file a complaint. I called the following day to follow up - they said it takes 72 hours for a response but they would expedite it. They returned my call a short time later and said to expect a call before the end of the business day. Well, I still haven't received that call as of 6/**/14. I called that same Customer Care a least 6 more times the last two I asked to speak to a manager - but was told they were busy and they agreed this was taking too long. I then called the store and talked to the ***** ******* *** on Friday 6/**/14 - he said he would get right on it.

Desired Settlement: Fix my deck & front door. If it can't be fixed then a full replacement.

Business Response: Cutomer should contact our damage claims department at ###-###-#### because they will have to officially file a damage claim, take pictures, and get 2 estimates of what it will cost to repoair their 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

I did make a complaint the same day. I've been calling them many times in the past 2 months. Its honestly a joke how they have been handling this. I finally after a month was referred to the company that did the delivery - they came by the house and took pictures. The ***** "***" says his worker came the same day and said he was at fault for the damage. *** then asked for prices on what it would cost to replace. That was sent to him within a few days - its been over a week and haven't heard back from him. I sent another email to him asking for an update a few days ago - nothing. I tried calling his cell phone - won't answer and the voicemail is full. 

 

 

 

 

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 a supervisor to look into this for them and follow up to see what is going on.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase Washer and dryer 8//2013 Tech came to above address from 1 st week in July tech **** *** ***** he wrote a ticket that both units are bad he had to order parts for washer and dryer **** came here 2 nd time he put parts in the unit as soon as he left units does not work I call him immediately he does not answer phone I call several times executives at pc Richard ** *** ***** ** ***** 10 e mails send to **** ***** no answer in call executive asking to speak to ** ******* they refuse to put him on the phone I'm sure if he knew the problem he was going to take care of it I call leave messages for executive they do not call back I'm a ******* person to be without a washer and dryer for over. A. On th I have picture to show you all clothes and the units and I also have the parts here that they change

Desired Settlement: I need to get new unit I'm having problems with this units

Business Response: Service has been performed and parts needed to repair the dryer have been expedited. Dryer is under our contract and unless it is deemed unrepairable by our tec (which is not the case), it must be serviced. 

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 from PC Richards came his name *****  he had to call whirlpool ***** to find out what the codes    F 3 AND   E 5  means ***** told jim the thermostat  is shot they going to order me thermostat Tech from PC Richard was here saturday july ** and replace thermostat for dryer because clothes were not drying tech name **** this is going on over a  month they giving me run around im a ******* lady i have to go out to wash and dry clothes tech that came here ***** replaced the thermostat and other parts i send over 15 emails to ** **** ***** His the ******** of Service

 I call ** *** ***** ******* for PC Richard so many times he only call me once i call him again this morning at 10,00am i was so upset i was crying we got disconnected i call back ***** ************ told me that ** *****  line is not working and will call me back never heard from him ***** very nice person very helpful was trying to calm me down i keep asking to speak to ** **** *******  *** they do not put him on the phone so i can tell him what im going through 

i was treated so bad over one month going back and forth i also wrote a letter to Attorney General

this matter is not close no one calls me back i will not recommend PC RICHARD 

THANKING YOU IN ADVANCE

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

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

PLEASE POST THIS ON THE WEB BBB

DRYER GAS

Model   *********

Seria*  *********

 

 

 

 

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:

It has not been fix my clothes smell when you wash them dryer clothes is too jot or delicate do not dry machines all mess up 

******* pc Richard telling me  I don't have warranty

******

 

 

 

 

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


Sincerely,

****** **********




 

Business Response: Service calls were run on both the washer and dryer at no cost to the customer and both issues were resolved as far as we can determine. This customer did complain  after that the dryer in the delicate cycle she feels is now getting too hot which is the opposite of the original complaint but we explained to her that her dryer has 9 different temperature settings that she can adjust to her liking (which she can find in the customers use and care manual). If she does not have that manual she can download it on the Whirlpool web site.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On Thursday July **, 2014 our GE Porfile Refrigerator was reading in the 44o range for both freezer and refrigerator. We have a 10 year warranty, the appliance is less than 2 years old. They would not give us an appointment until August **, 2014. Tweleve days! In the middle of summer. After 3 phone calls to P.C. Richards and * ** They will not come any sooner, but we can schedule with * * for service charge. We want this complaint to be against * * also, as they were no help at all in resolving ths issue. No one can be expected to be without a refgerator/freezer for 12 days. Who is going to pay for our spoiled food.

Desired Settlement: We would like some one out to fiix our appliance much sooner the 12 days with NO expence to us! We would like an appology, also. We want to be reimbursed for any lost food.

Business Response: Cutomer has been scheduled for service on Friday, August *** and they are not responsible for any charges regarding this service call. We do apologize for this incident but unfortunately G.E. only services their own products and often times are not very accomodating regarding scheduling and unless one of our supervisors speaks with one of their supervisors to get sooner dates they will not accomodate. As far as food loss, we have up to $100.00 food loss coverage under our contract so if the customer submits a food loss claim to *** ***** ******* ************ ** *****, we can reimburse them up to the $100.00 limit.

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,

***** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am very disappointed with the salesperson, *** *** ***. On Wednesday, July **, 2014, I went to look for a air conditioner. At first, I saw a floor model that was right on my budget, $150, but it's BTU was only 5,000. I wanted one that would be cold enough for a spacious room of my niece. *** *** knew my needs. So, he offered another air conditioner and was willing to give it to me for $160. It's BTU WAS 6,000, and I was happy. Before I bought the item, i specifically asked him if I could return the product if my niece isn't happy, if something comes up, etc. He said it was ok. He said I could return it, money back, within 30 days I specifically told him I was going to try the A/C in my niece 's room. He said, "No problem, as long as you return it within 30 days." I trusted him, because the Saturday before, I spoke to him at the store, shopped around, and he promised to take care of me when I decided on something. He offered to open a credit line for me. I did and we charged the A/C on the new approved credit card. Unfortunately, the A/C had to be returned, because my niece's landlord didn't want the A/C in her room when he realized what we were installing. I put everything back in the carton, not even a box, that covered the A/C with a nylon/plastic rope to keep it intact. I returned the item on Friday, July **,2014. The Supervisor, who handled the return first, didnt 't want the A/C back at all?! He said it was a "seasonal" item?! I argued with him and reminded him about what he told me when he was trying to make the sale!! I couldn't 't believe that he didn't want the item back at all?! After a long time of arguments and my insistence, he called for *** ***. I told *** *** that he NEVER said anything to me that his Supervisor said!! *** *** said he couldn't do anything and the best he could do was a store credit?! No!! Not after I spoke to him lengthily about the sale. I made sure about what I had to know before I bought the air conditioner. And I want my money back!! I don't want a store credit!! I don't ever want to do business with them again. This was very unfair!! I asked *** *** to have someone get the A/C out of my trunk and I left the store crying, shaking. I could not believe it?! A few days after, My sister to speak to a *******, who said he couldn't help us, because he wasn't there at the time of the sale!! She asked him to have someone contact us, so that we could talk it over. My sister said he sounded uncooperative, but she gave him the benefit of the doubt. It's been more than a week now and I have not received a call. Please help me get my money back. Thank you.

Desired Settlement: I closed the newly opened PC Richard credit card, but the charge for A/C is still there. I want a credit for the A/C on the card. Thank you.

Business Response: I have refunded the money back to the credit card used at the time of the sale and will put a copy of the refund 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.

Sincerely,

***** ******


P.S.  I will have to receive proof in the mail that the refund was done. 
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had bought a Maytag dishwasher last Fall of 2013 and bought the protection plan from PC Richard October - November 2013: 1) The first time I used dishwasher, I noticed a lot of suds coming out of the dishwasher I called PC Richard. 2) They sent a 3rd party service contractor to investigate and repair. He said that it looked like it was not installed properly, then spent about 2 minutes to do something (looked like raising the level of the dishwasher), and then told me it was fixed. 3) I ran the dishwasher and still had oversudding leaking out of the floor and called PC Richard back. 4) PC Richard sent their own technician who elevated the dishwasher once again and said to look at the detergent I used. I showed him the detergent and he confirmed it was okay for the dishwasher. Also I told him I use very little (less than 2 teaspoons) and he said that should be good. He said dishwasher is fine now. However, the elevation of the dishwasher is so high now, that I cannot press the buttons without pulling down the dishwasher door first. 5) I ran the dishwasher overnight. In the morning there were suds over my wooden floors. It had been there all night so the floor colors had all faded and it is ruined. 6) I call PC Richard back again to discuss this. I was told that they would file a claim internally and I would be called by the their claims team to follow up on damage estimates and come take pictures. I offer to send them the pictures I took but the customer service person said their other department would be in touch with me. 7) Over the next couple weeks I called many times, each time, was advised that the claims department was working on processing it and be in touch with me. Late November - March - April 2014: 1) I had business trip to Asia for 3 months. 2) Called PC Richard stating that I had not received any letters, phone calls or e-mails regarding my claim. Tell them that my dishwasher is still broken and I am afraid to use it and remind them again about the buttons. PC Richard tells me that it's probably an issue with the machine and they will replace it. They come and replace the machine. 3) Machine runs fine now but runs in to an electrical problem. I call PC Richard, they said I need to find an electrician. 4) I hire a 3rd party electrician who tells me that the Dishwasher was not reinstalled following the proper electrical codes. The wiring was bad which was causing the dishwasher to malfunction and had potential to start to a fire. 5) I still have not heard from PC Richard regarding my claim. July 2014: 1) I call PC Richard regarding another problem with the dishwasher (there is a strong odor). I remind them regarding my claim. 2) PC Richard tells me there is nothing they will do about the claim and that the original dishwasher they replaced, they had already gotten rid of it. They tell me that nothing was their fault and they will wont be able to do anything.

Desired Settlement: Repair the damages to my hardwood floor.

Business Response: All the information regarding damage to home claims are handled by **** ********* at our customer help department. This customer should contact him at **************************** and he will be able to give them all the information they need as to why this claims was denied(if that is the case). or what is happening with it (if anything). 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2014 Problems with Product/Service | Complaint Details Unavailable
7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased our LG Washer WW3470HWA on 11/**/2012 after losing old washer during hurricane Sandy. We have purchased 5years Service Agreement with PC Richards at the time of purchase, and PC Richard delivered and installed the machine. Since purchase, washer is randomly leaking, after every *** or **** wash. During these 20 months we have called for service more than 7 times. Technicians could not fix the issue. All time they invent different explanations: bad location for the washer, bad installation, incorrect usage, need new parts. When they have ordered replacement parts, another technician came and told us it will not help in our case and did not install them. Last reason for leak was that we have placed washer in incorrect spot. (Btw, old washer stood there for many years and never leaked). We have called several times to give us credit toward purchase (at PC Richard) another washer. They refuse to do it. This is violation of our Service Agreement (item #1).

Desired Settlement: Get credit $849.97 + $73.31 (tax) toward purchase of replacement washer

Business Response: Our tech was out to service this unit on 7/**/14 and has reported that the customer needs a plumber because the drain needs to be properly connected or this unit will never operate properly. Their drain is connected to a rubber hose which goes into their ceiling and across their cieling for about 8 feet then goes around their heating system and then into the drain which is way too long and is causing all the drainage problems. To exchange the washer would not solve anything unless they first get a plumber to redirect  the hook up for them. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I am contacting you with regard to a service issue I am currently experiencing with P.C. Richard and Son. I purchased a Frigidare Proffessional refrigerator from P.C. Richard in the fall (i believe November) of 2012. We specifically spent extra money on a warranty in case of issues such as this because we are a family of five with very young children and did not ever want to be in the position of not having a working fridge. Since that time the refrigerator has stopped working numerous times. I have called the service people twice prior and both times someone has come out to "fix" the issues the refrigerator is having. Between those times I have found that turning off the fridge and restarting it is a workaround and so I have also done that. This weekend (Saturday 7/**/14) my refrigerator went out again SPOILING an entire fridge/freezer full of food we had just bought. I called the service department which was closed until monday and tried the workaround of turning it off and on which didn't work. On Monday my husband called the service department and was told that the earliest they could get someone out was FRIDAY!!!! but that they would let us know if anything earlier was available. We let them know that that was unacceptable since we purchased a warranty to avoid this but were left with no choice but to wait. Since we heard nothing back the whole day my husband called again Monday evening and was told that someone would be able to come on Thursday- at that point I spoke to the representative (**** *****) and explained the gravity of the situation- the fact that we have small children at home all day during a hot summer with no refrigeration to even get cold water!!! she said that she may be able to get someone on Wednesday... Although 4 days withought refrigeration is already unacceptable - I cannot understand why Wednesday wasn't the first day given. During the conversation i did ask if I called a company who could fix the refrigerator right away would they reimburse the money and come and look at it when they could to see that it needed to be replaced. I was told that this was not an option because the company needed to be authorized by PC richard. I asked if there was a list of authorized companies I could call my self and was told no. I called the service department again on Tuesday (7/**) to see if there were any cancellations so they could come on Tuesday- I spoke with ******* who said he would check and get back to me- he never did. This issue is not only a gross inconvenience, it is also costing me money i do not have to spend (as a single income household of five with three young children under the age of 7). Please help in any way possible as I really believe this service is ***** poor and unacceptable.

Desired Settlement: I would like the refrigerator replaced with a comparable version of what I have (without charge for delivery) and the continuation of my warranty which has already been paid for without disruption. If it cannot be replaced I request a full refund of the purchase and warranty price for this item. I would also like to be reimbursed for the money spent on groceries lost and food that had to be bought in order to sustain the duration of time until they hopefully come to look at the refrigerator.

Business Response: Customer is scheduled for service for today between noon and 3pm. If the tech needs to order parts the customer can get a loaner refrigerator from the store where they made their purchase until those parts (which will be expedited) arrive. If the tech deems the refrigerator as unrepairable then we will give the customer credit to exchange or reselect a different make and model. We will have to await the technicians report before any of those decisions can be made.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A/C unit was returned to PC Richard in 2012 because it had stopped cooling. The replacment unit now after 2 years has also stopped, each time they charged me for the extended warrenty and it keeps going up in price. I called on 6/**/14, said they could not send repair until 7/**/14. Not sure why they would send repair for a sleeve unit of 12,000 BTU, it is clear that the unit is defective to stop cooling after 2 seasons. Well, on 6/**/14 I called the *** of unit and explained the problem, on 7/*/14, the *** called me to tell me they spoke with PC Richard and to expect a call about receiving an exchange. On 7/*/14 I received a call form PC Richard to inform me I was receiving an exchange and to take it to any store for the exchange. On 7/*/14, I loaded this 80lb A/C unit in my truck and drove to to the ********* ****** ** store. I was than told by sales rep and customer service I could exchange it for a different brand if I wanted. I said OK great!, since this is the 3rd unit in like 8 years. When the sales rep was doing his thing punching in all sorts of things in the computer, he said OK, that will be an additional charge of $371.00. I said what are you talking about??? I was told it was an exchange. He said nope, this is a more expensive unit, I said OK than just give me the same as I already had. He said OK, that is $321.00 more than. I said what are you talking about, well he said PC Richard gave you a credit of $398.00 towards the replacement and this model I don't have so you have to pay the differance in the price. Well, unknown to him I called ******** store before going to ********* ****** and they said, we don't have your model but ********* ****** does. So your best bet is to go there. So how can they not have it. On 7/*/14 I called back the ***, they were shocked that PC Richard did this after agreeing with them to exchange the unit. It is now 7/**/14 and I still have no unit, *** said they tried to get PC Richard to honor their agreement but they refused. In the mean time *** is trying to locate a dealer that will exchange the unit. Since all this I received a letter from PC Richard which stated they were giving me a credit for the value of my unit. ( which by the way they do not state how they come up with this amount) the unit 2 years ago was a $700.00 which is the same price as it is now! Unless in 2012 they ripped me off by giving me a model worth less, or reconditioned by them and sold as new. So I am out a A/C unit and $$ for the extended contract that is worthless. I cannot live like this, it is taking a toll on my health. I am schedule for surgery and cannot be without this. So I am going on 7/**/14 to purchase another unit from someone else.

Desired Settlement: I want them to refund the warrenty price I paid and value of unit.

Business Response: As per the terms of our extended warranty, when doing an exchange for a customer we will give the customer full credit of what they paid us towards the exchange or reselection of a new product. The extended warranty will be satisfied by that exchange and if the customer selects a new unit that is more expensive than their credit then they are required to pay the differenc in price. If we are exchanging it for the exact same model, then it should be done as an even excahnge with no money out of pocket to the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I brought a Freezer from PC.Richard (**** *******) Frigidaire 5.0 chest freezer (model # FFFCO5M1QW) In June of 2014 ..In July of 2014 it STOP, DIE, QUIT working..... Call PC Richard to repair it, They said they can't repair and will give me Store credit. ... I didn't want a credit but want my money back because I only had the freezer for 1 month .... And PC Richard doesn't sell another Freezer in this size and I don't want to buy the same freezer. I open a PC Richard Credit and put the freezer on it ..I made my 1st payment on time... I also ask for the food cost that I'm losing PC Richard told me to call Frigidaire.... Frigidaire said they are just a distributor and they DO NOT DEAL WITH THE PUBIC ...( means you can not buy or service though Frigidaire, The store of purchase is RESPONSIBLE even under MANUFACTURERS WARRANTY.) Please help me to resolve this issue ...I just want my money back not a store credit ...I NEED A FREEZER NOT STORE CREDIT

Business Response: We do not sell products on a trial basis. If the freezer in question needs to be repaired, we can do that or if the customer does not want a repair, we can issue them a credit to exchange it for a new one or they can reselect a different make and model with that credit. A refund is not an option at this 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:

[Your Answer Here]

 PC Richard told me they CAN NOT FIX THE FREEZER ... And this is the only freezer in this size they have which I do not want.....I went to the store today to try to resolve the problem there ... ( In Store) They could order a different one but it could take more then 7days ..... And I still have a food cost issue...  

 

 

 

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


Sincerely,

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




 

Business Response: The quickest resolve to this customers issue would be just to exchange the bad freezer that he now has with a brand new one of the same model at no additional cost to the customer and that would resolve the food issue right away. A pick up and refund of the one that he currently has is not an option at this 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,
******* ******


Thank you PC Richard's (**** ****) for the quick service you did ..( Better then the main office in Farmingdale,NY) A new Freezer with Deliver and the old one pick up ... Thank you again
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 4/**/2012 I purchased a Friedrich Air conditioner model # SM24N30 from PC Richards in Astoria. The ac unit was delivered about a month later because it had not arrived at PC Richard's yet. We finally got the ac and used it June,July, August and September of 2012 without any problems. Next summer(2013) again we used the ac June, July and August only. All of September the ac was not used because I was away on vacation. When I returned the end of September the weather was still hot enough to use the ac. I turned the ac on and there was no cold air coming out, only hot air. I called PC Richards and they sent over a technician a few days later and on October * of 2013 they told us the AC was losing freon. They took the unit repaired it. We got the unit back and we did not use it again until the end of May of 2014. I called PC Richard's again to tell them we have the same issue- no cold air. They sent a technician over on 6/*/2014 and the unit was taken once again with the same problem- the unit is leaking freon and the coil ha to be replaced. I call the technician a week later to see when we will be getting the unit back and the receptionist tells me 2-3 weeks because the part we need is on back order.. That would be a total of 3 weeks without an ac. I have a newborn and I cannot have a house without a properly functioning ac. I call PC Richard's and they arrange for new unit to be delivered to us and they wold take back the old one when the technicians returned it to us. The new ac(same model # as above)is delivered on 6/**/2014. Everything was working fine until 10 days later when the ac starts making a noise like a lawnmower is going off. I call PC Richard's again to tell them of the problem and they send a technician over and the diagnosis was a loose fan. They fix it on the spot. On 7/*/2014 around 7 or 8 pm the ac starts blowing out hot air again. I call PC Richard's to notify them and they said they would call me back. I have yet to receive a phone call. Last night, 7/**/2014 around 3 am my wife woke up to feed the baby and the room was hot. SHe checks the vents and there is hot air coming out again. She woke me up and in fact there was hot air coming out of vents. I called PC Richard's again today and I have yet to receive a phone call.

Desired Settlement: I want an air conditioner that is reliable and will not break down. I paid a lot of money for the newest model AC waited a month for it to arrive and it is nothing but problematic for the past year. Friedrich is a reputable company and I can't understand why this is happening.

Business Response: I have placed a return authorization on this customers invoice, ********* so that they can contact our Astoria store and they will process an exchange for this customer. They can call the store at ###-###-#### and speak to one of the ***** ******** who will process the exchange for them. All the information that the store will need is noted on that invoice. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Earlier in the month of june i purchased a frigidair product washer dryer combo from the pc richards location located on ******* **** in the bronx. the product was delivered, and was defective, the water pressure valve was defective leaving the water running all night and almost flooding my basement. this occured not even one week after recieving this product in my house. the unit was exchanged and the same unit was brought to my house. the water regulater on this product is also defective leaving the clothing being washed excessively wet or still dirty and with no water on some articles in the machine. i spoke to pc richards service who assured me that this inconvienece would be rectified and i would be able to exchange for a totally different model via store credit. i havent had this product in my home in the span of a month and i am expriencing these issues on a brand new unit. this unit has been replaced twice in one month. i called again to inquire about a store credit and pc richards refused and said i have to service a brand new machine which hasnt been in my house for more than a month . i find this buisness practice to be appaling and horrendously inconvienent and misleading. im not pushing the issue about a refund but i would like a store credit and definately not to deal with frigidaire or there faulty products.

Desired Settlement: exchange and full store credit

Business Response:  I have placed a return authorization on this customers invoice ********** so that they can go to the store where they made their original purchase and reselect a different make and model washer. All the information needed for the store to do this exchange will be noted on that invoice.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Air Conditioner from PC Richard & son 0n 8/*/12 as well as extended warranty. The unit stopped working July *, 2014. PC Richard was notified and a technician came to my home on 7/*/14. At that time I learned that the power cord was inoperable was told by Aid Air Conditioning (a sub contractor for PC Richard) that the company had to order the cord and that I would have to wait approximately 3 weeks. That is unacceptable for me. I am asthmatic and feel that is a awful long time to wait for a part so I called the corporate office and made a complaint. A man by the name of **** **** told me that he had connections and that he would see to it that my unit would get fixed by next week. He further stated that he would call on Friday 7/**/14 to confirm an appt. date. Well Friday is here and *** **** never called me so I called him. He tells me that someone will come out on Tuesday 7/**. As he was talking to me *** **** did not sound too sure of himself and asked could he call back in 20 minutes. He never did and I was unable to speak with him when I called him back. I feel as though he was trying to appease me and really did not have a scheduled appointment for me. I should not have to spend half a day trying to get this matter solved and I especially don't think I should have to wait 3 weeks or more to get my A/C fixed. This is July not October. I even offered to have the part mailed Express and I would pay for it.

Desired Settlement: If this unit cannont get fixed in a more timely manner, than I feel as though PC Richard should replace the unit. They installed the unit and the unit is practically new. The part needed is a power cord. From what I was told by the A/C Tech, the cord burned out from it being plugged into an extension cord. The cord used was a heavy duty cord made for appliances. I have since called in an electrician and had an outlet installed closer to the A/C unit so that there is no longer a need for an extension cord.

Business Response: I spoke to **** **** and this customer is scheduled for Wednesday 7/** to have that repair completed and **** did state to me that if that does not happen for whatever the reason, that he will issue this customer a credit to get a new air conditioner.

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,

****** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought this refrigerator about a year now and ever since we are having problems with it. They keep sending service tech several times and every time they show up it a different problem. With they order the wrong part or the parts came damage. Now the refrigerator is leaking and it's damaging my floor and yet they don't want to replace it. They deny my claim and now I don't know what to do. I have a list of service emails from PC Richard regarding this issue.

Business Response: Customer is under the manufacturers warranty until 7/**/14 and should contact ******* directly to see if they can get a return authorization from ******* or have ******* send our their own techs  out to resolve the issue prior to the manufacturers warranty expiring. The notes from our tech on the last service call states that the customer is getting a replacement from the store where they made the purchase, which I doubt because they would need a return authorization from ******* in order to do 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 never told the tech i was getting a replacement or else i would be complaining against PC Richard. Why i have to deal with ******* if i bought the refrigerator from PC Richard. Isn't it their job to take care of their customer. Why they didn't told me the day when i made the purchase that if anything wrong with my refrigerator to call ******* and the first service call i made to them they never told me any of this. They keep coming to service it. Why now they want me to deal with *******.  Doesn't make any sense. 

 

 

 

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


Sincerely,

****** ****




 

Business Response: The only reason we are asking the customer to contact ******* is in order to get a second opinion on what the problem is and what they *******) plan on doing about it because this customer is under the manufactuers warranty and we did not manufacture the product in question. If they want us to continue to service it we can do that and they should call us at ###-###-#### and have a telephone representative set up another service call. The only way we can replace this refrigerator is if our tech deems it unrepairable or if we or the customer receive a return authorization 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:

[Your Answer Here]

 Why did PC Richard waitied until 8 service calls to decided to bring in *******. Why they didn't do this from the beginning. They waited until my warranty going to expired to tell me this. This is not how services works. I guess they were charging ******* for the repairs while their tech couldn't fix my problem now they are telling me to call *******. I will never buy another product from PC Richard. Want everyone to know what kind of service team they have. From August of last year to now it took PC Richard to tell me that i need a ******* **** to resolve my issue with my appliance.  

 

 

 

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


Sincerely,

****** ****




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We are complaining about our refrigerator scratched door. (delivered 11/**/2013). The delivery was approximately 40min. late. The delivery person took all 4 ordered appliances inside our apartment and left them without unpacking. When we asked him to open boxes and inspect items, he told that he does not have time and if something is wrong they will be back. We have witnesses of the delivery. We ordered appliances because we made full renovation of the apartment. Our licensed contractor installed all items few weeks later, but he left refrigerator doors covered with a thick manufacturer plastic. We moved in the apartment and started using our appliances in March 2014. When we uncovered refrigerator doors, we saw a scratch on the right door, which looks like manufacturers defect. The scratch has a round shape. We still have manufacturer and extended warranty. We contacted the Warranty Service and the Store asking to solve the problem, but nothing was done. We also filed a complaint online asking to replace the door, but we did not receive an answer.

Desired Settlement: We would like to replace the scratched door. If it is impossible, we would like to replace the refrigerator.

Business Response: I have placed a return authorization on this customers invoice so that they can contact the store where the purchase was made and have them exchange the refrigerator for a new one. To order a new door would take 10 to 12 weeks and from our experience (from the way the manufacturer packs the new doors, they usually arrive more damaged than the ones that are being replaced). Another option would be to have the store offer a damage allowance and keep that refrigerator with the scratch. This customer can use either option to resolve this issue. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase wall unit aircondition on jun** at pc richard&son. that time sales person reconmended me buy the special piece for the complete installation. so I buy 1600btu aircondition and special piece on jun **. that time sales person said I have to wait one weeks for instllation. I wait for more than 10 days instllation. today july **. installation guy come to my house. but he only bring aircondion without special piece. this is not the complete installaton. I call pc richard&son for the refund requet. they said I can get only 70% is available for refund. this is not the fair. because they recomeded special piece for the complete installaton and chargeded me special piece price around $40 dollor.and installation aircondion without the special piece. I waste lot of time waiting for aircondion installation.

Desired Settlement: bring a special piece hopelly soon otherwise refund 100% back

Business Response: This customers request is a reasonable one. If the special piece needed is not delivered soon they should be entitled to a 100% refund and at that time they should contact the ***** ******* to have that done, since the installation cannot be done without 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,

**** ***



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased ****** ********* SoundWare XS Digital 2.1 Home Theater Speakers (Ser# BFF018314) on 1/*/14 from PC Richards located at *** **** **** ********** ** *****. System failed on May **, 2014. Contacted PC Richards and they indicated to contact ****** ********* as the failure occurred after its 30 day warranty. Contacted ****** ********* and provided replacement of control pod as a possible solution. Replacement pod did not solve problem as system failed to power up. Followed up with ****** ********* and it recommended that I ship the system at my cost to an authorized repair shop. No idea as to time to fix. Asked for my money back given that the product failed within 5 months of purchase. ****** ********* ******** ******* ******* ***** ****** did not agree with refund request. ****** ********* has proof of purchase under Incident # *************. Product cost 199.99 plus 12.00 sales tax = 211.99. No response from previous BBB complaint to ****** ********* who is owned by *** ********, a foreign entity. Pursuing a resolution from PC Richard. The January 2014 speaker purchase was made to address a speaker failure on Samsung TV purchase made in July 2012 also from PC Richard.

Desired Settlement: Refund cost of recent speaker purchase of 211.99. Would also appreciate if I could return the Samsung TV for a store credit and exchange as this unit is also defective. PC Richards must have this purchase stored in their records.

Business Response: Customers request is not a reasonable request. They are under the 24 month manufacturers warranty with ****** ******** and should pursue getting repair or replacement from them as they do not have an extended warranty with us on that product. If the Samsung TV needs repair they can contact us at ###-###-#### and a telephone representative will set up a service call for the TV to determine if it should be repaired or replaced. 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:

[****** ********* is unwilling to provide replacement and is unwilling to provide a refund for defective merchandise. Speakers failed within 5 months after purchase. PC Richards should not be selling defective merchandise as well.  PC should refund my purchase or provide me with store credit as PC sold me the product.]

 

 

 

 

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


Sincerely,

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




 

Business Response: PC Richard does not manufacture the product  but the customer is under the manufacturers warranty so all they have to do is drop those speakers off at any of our store locations and they will send them to our service center for repair or if deemed unrepairable for replacement. Those speakers come with a manufacturers warranty for 24 months so if any repairs are needed they would be done at no cost to the customer for the 24 months. provided that the repairs are not a result of customer abuse or misuse.

Consumer Response: YBetter 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:

Given that the speakers failed within 5 months of purchase I no longer have confidence in this brand. I would like a store credit towards another brand. I feel the speakers were defective from date of sale.

 

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


Sincerely,

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




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/19/2014 Problems with Product/Service | Complaint Details Unavailable
6/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On May ****, 2014, I placed an order for a ASUS Memo Pad HD7 (White) tablet, order #***********. I placed an order under the understanding that PC Richard's would honor their price matching policy that's listed on their website. The policy is very broad and does not list conditions. However, when I sent PC Richards a valid advertisement for the price match, customer service refused to honor the price match. The reason for failing to match the price was that the competitor had a physical store. Actually, the vendor was a national merchant that has both physical and online presence--so this claim does not make sense. To add insult to injury, even after I requested cancellation, PC Richards shipped the product anyway. I believe PC Richard's price-match guarantee is intentionally misleading-- and that customer service representatives are inconsistently applying it. I believe these practices are in place for the purpose of fixing the prices-- and then shipping anyway even after the failed price match.

Desired Settlement: I am requesting that PC Richard's honor it's stated price match policy.

Business Response: Customer should contact the head of our ******** ***** 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:

I am waiting to hear back from the ******** ***** **********, since the response to BBB was not really a response.  I will let you know once I hear back from the ******** ***** **********.   

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




 

Business Response: ***** has contacted this customer and although they are not entitled to a price match because the other dealers price was for an in store pick up sale only, ***** is going to match the price anyway.

Consumer Response:

I'm not sure what the company means by this being an in-store purchase only.  The competitor has both an in-store and online presence..

 

Nevertheless, ***** ********** resolved the complaint by honoring PC Richard's price-match policy.  A credit has been issued for $53.62.

 

Issue has been resolved.  Thanks to BBB for helping resolve the issue.




 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: PC Richards sold me a Samsung refrigerator model # RB195ACPB bottom freezer which contains a defect that causes the refrigerator coils to freeze and collect water and ice inside and underneath the bins. This freezing has caused me to suffer damages for, including but not limited to, lost groceries, spoiled food, water pooling and freezing, and time lost from work. The repair person sent by P.C. Richard, pursuant to the extended warranty, “defrosted” the appliance and advised me that this is a common problem with these Samsung units, that there is not much that can be done to correct the problem other than to continue defrosting it and cleaning it when the ice collects. I have since learned that there is kit or repair part available from Samsung that will eliminate the condition. On May **, and again on May **, I provided *** ******* *****, ******* of the ** **** ** **. store with the above details and requested his assistance in obtaining service or replacing the unit. He assured me that he “would contact the Samsung representative and get back to me” to resolve the problem. To date I have not heard from him. In view of his indifference to my request for service, I ask you to please contact Samsung or the appropriate PC Richards officers and arrange to have this unserviceable refrigerator repaired or replaced. Since this issue is currently being litigated in federal court, you should be familiar with all the particulars. Please schedule a no cost repair or replacement for me without further delay. I would prefer to tell my friends and neighbors that my experience with PC Richards was positive, that you service what you sell, as opposed to telling them that I was stonewalled and the recipient of insincere commitments of Superior Service Before, During & After the Sale; by a business who sold me a defective product.

Desired Settlement: no cost repair or replacement

Business Response: Customer purchased this refrigerator in December 2010. The only service call that we have a record of was placed in December 2013. Customer is under our extended warranty until December 2014. All he has to do is to call us at ###-###-#### and a telephone representative will set up a service call for him at no cost to him (under our extended warranty). 

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  service person who was  here for the December service call informed that the water pooling and freezing problem I am experiencing is common to the Samsung refrigerator I purchased. HE further advised me that other than cleaning or   defrosting the refrigerator there is not much that can be done further problems.  A service person can call me or inspect the unit to determine if it can be repaired or needs replacement. THis response does not  constitute a waiver of any rights or remedies that I may have pursuant to federal, state or local laws. Including the right to seek legal action. 

 

 

 

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


Sincerely,

**** ******




 

Business Response: That is a reasonable request. Have this customer call us at ###-###-#### and we will send a tech out to determine if this unit can be repaired or if it needes to 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 service technician is  scheduled to  inspect the refrigerator this coming week.  After his inspection we can determine if repair or replacement is appropriate. 

 

 

 

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


Sincerely,

**** ******




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have recently purchased a TV from this location about nine months ago. When I had went to buy my merchandise the sales repersentative informed me that I should purchase an extra five year warrenty on the merchandises because it will help me just in case anything was to happen, if the TV was to get damaged or even if it was to fall off the stand it would be covered with this warrenty. I have noticed lines on my TV, I called to have them send someone to come and look at the TV and the gentlemen told me ("it's not covered and it is what it is"), I brought it back to the store, I have called to speak to the ******* ******* (which they refuse to put on the phone), and I have called the ***** ******* that would just speak over me and not explain what was wrong. They will not help me in anyway. I asked what can I do the ***** ****** stated "nothing".

Desired Settlement: I would like me TV Repaired, refunded, half refunded.

Business Response: This customer can contact our TV s****** ******* at ************************ but I doubt that he will be able to assist in this case because iff the customer reads the instruction manual that comes with the TV and the extended warranty that they purchased from us they will see that neither covers physical damage to the TV. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: it was my daughter 8yrs old birthday and i took her to the store to get a tablet on 06/**/2014. we ended up buying Asus tablet for $149 and the case. we took it home and set it up but unfortunately it kept shutting down. so, on friday evening (06/**/2014) i took it back to the store. i met the ***** ********** (******** ***) who was able to turned it back on. i took it back home and it worked. over the weekend it kept shutting down. so i decided to take it back to the store today (06/**/2014), i met the guy (*** ******) who sold it. he took the issue to the ***** ********** but both workers refused to do anything about the issue. i told them that i need my money back but i was told that they cannot do that. i showed them the receipt which shows the 30 day return/refund policy but the refused to honor it. my daughter and i left the tablet with *** ****** and the ***** ********** this evening (06/**/2014).

Desired Settlement: i need the refund back on my credit card

Business Response: A refund is not an option as our Merchandise Return Policy states that I Pods, I Pads, Computers & Tablets are non refundable if opened. If the unit is not working we can exchange it for a new one for 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. If a new tablet will be issued

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


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a dish washer from PC Richards in August of 2013. Almost immediately after the installation, I noticed periodic pools of water near the dish washer. I assumed it was my children or dog making a mess and ignored it. When I noticed the laminate floor near the appliance starting to warp, I took closer notice. It was then that I discovered that every time I ran a wash, there would be a pool of water near the appliance. I called PC Richards to set up a service date. The repair man came and noted that the appliance was not level (PC Richards installed the appliance) and that was the reason for the water. He told me that he leveled the appliance and left. I have not had the same problem since then. The problem is, my floor, which is relatively new, is now damaged. I called PC Richards claims department and tried to set up a date for them to come look at the appliance. Two representatives from PC Richards came to my house on April ****. One of the individuals was the man who installed the appliance in the first place. He did not identify himself as the installer, but I clearly recognized him. They took some pictures and advised that someone would be in contact. I called the claims department a week later and was told someone would call me back. I then called on May *** and was again advised that someone would call me back. There has been no response at all from PC Richards regarding compensation for my damaged floor.

Desired Settlement: I want PC Richards to pay for the replacement of my flooring. The floor cost us $1,650.00 when we purchased it. While the entire floor is not damaged, it is a very visible section that is clearly damaged. I want to be reimbursed for the replacement of this flooring.

Business Response: Our ************ ******* has all the information and will be in contact with the customer. They can reach him at ************************** in the event that they do not hear from him in the next day or so. 

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 heard back from the ************ *******.  No compensation for the damage made to my floor was made.  

 

 

 

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:

As far as I know, ***** is still working on getting an estimate from the flooring guy.  My concern was that he did not sound like he cared about making my floor look normal.  I have not heard back from him but I would expect that he would contact me to tell me what is going on.  To tell a customer to file a claim in court instead of taking responsibility of an error made by a customer is disgusting.  I should not have to go to court to get a company to fix what it broke.

 

 

 

 

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


Sincerely,

***** ****




 

Business Response: Ok. Keep us posted as to when ***** gets back to you regarding making the floor whole again. ***** ****** did speak to the installers this morning and they had told him that someone was out to the customers home last week and is working on the damaged floor issue, I guess that was *****. Customer was also left a voice mail message this morning at ###-###-#### by corporate  regarding this claim as corporate would like to know what is being done to resolve this issue by our installers and their contractor. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the General Electric washing machine model# WDSR2080DAWW from P.C. ******* on July ***, 2006 with the extended 5 year warranty for $299.97 + $109.99 = $498.26. From the point the washing machine was delivered the product was manufacture defective. The machine would fill up with water but wouldn't wash or spin. I contacted P.C. ******* service center dept and they placed a ticket to have G.E. come to service the washing machine. Upon the GE repairman servicing the machine, he stated that the washing machine was "shipped with a bad motor and this model machine has a known defect". I asked him why didn't PC ******* stop selling the product. From that point on I had to keep calling PC ******* tech dept to have them dispatch a serviceman due to the machine not washing, spinning, or even powering on. I had to contact their support center again for the timer not working. They claimed to fix it but it happened again. The repairman noticed the issue. Last time I called, the power cord needed to be replaced since the machine wasn't powering on. I had to pay $300 out of my pocket to have the GE repairman fix the issue. Now the machine is back to now washing the clothes or spinning during the rinse cycle. I would like a new machine or my money refunded. I have my original receipt as well the GE Appliance receipt showing they had to come to fix the defective motor.

Desired Settlement: I would like PC ******* to either refund me my money or replace my washing machine with a new defective free model.

Business Response: That is not a reasonable request since this customers service contract with us expired in 2011. We have never received any  service information from G.E. regrading a recall of this model due to the defect that this customer is claiming that the G.E. tech told them.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:

[The GE Tech that came to my house to repair the washing machine told me that the washing machine had a recalled part that was defective, and that it needed to be replaced. I still have the repair receipt from the PC ******* store when i bought the washing machine, as well as from GE when the tech came. 

Please also look at this website that indicates the washing machine model has always been defective. The Defects range from bad timer on the washing machine, water not rinsing out during the rinse cycle, water over flowing in the basin, agitor not moving/spinning during the rinse cycle:
****************************************************************




I would like a replacement, or a refund.]

 

 

 

 

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


Sincerely,

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




 

Business Response: As stated previously, this unit is 8 years old and their extended warranty with us expired in 2011. All oour obligations regarding this product ended in 2011 when the extended warranty ended. We cannot be expected to be responsible for products that we did not manufacture forever. This customers request is not a reasonable one. If there were a manufactures recall on this product we would have been notified of that and if the customer registered the product with the manufacturer, they also would have been contacted. 

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:

[BBB, please intervene in this. ]

 

 

 

 

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


Sincerely,

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



 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bosch dishwasher was purchased Saturday, May **. We were promised a one-year guarantee to fully replace a defective machine. The salesperson introduced us to an apparent manager to approve a discount for a ten-year guarantee. The salesperson specifically stated that on Monday, May **, we would be called with a specific four-our window for delivery on Tuesday, May **. The only call received was one to call back for the four-hour window. I called our salesperson, ****, who said the window was 11:45 to 3:45 on May **. On Tuesday, noone had arrived by 3:45, so I called to find out what was the issue. Apparently, ****'s directions had been wrong. The dishwasher ultimately was installed, but I was forced to be late for a work meeting. When, the next day, I attempted to use the dishwasher, the opening for the dishwashing liquid would not close, so the dishwasher could not be used. I called PC Richardson on Wednesday, May **, to inform of the malfunction. I specifically asked for a call back before 6pm because I had work meetings starting at 6pm. They did not call back. In spite of having my cell phone number, PC Richard only called my home number on May **, and I was at work all day, so could not receive the call. I returned the call today, Friday, May **, and was instructed that a service company would deal with the issue. After speaking with the service company, which required even more time, during my business day, I called PC Richard to request a complete replacement of the machine, which had been promised to us in the sale. Clearly, false advertising in the sale, because I was then told that was not the way they do business. We then went into PC Richard and Son after work to address the issue in person, and we were still rebuffed. We are extremely dissatisfied with this situation and will seek legal counsel, but wanted to address this with the Better Business Bureau first, to try to resolve the issue otherwise. ********* ****** **********

Desired Settlement: Replaced with new, fully functioning machine.

Business Response: There will be no problem replacing this dishwasher once Bosch has sent their tech out to see what the problem is and if it an easy fix or if it in fact should be replaced. They will not issue a return authorization unless they first have the opportunity to see what the issue is.   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The fabric softener dispenser on my washer does not dispense the softener. I have a 10 year service contract on this washer. This problem was reported the first time around July 2013. They have been to my house about 10 times and have failed to fix the problem. They have put new parts in that did not fix the problem; at one point one repairman refused to do anything (saying there was nothing wrong); told me they were ordering parts that they never ordered; told the service rep that they fixed the problem; put a part in that was supposed to fix the problem but rendered the washer totally unusable; and finally told me they had to order yet another part. There was a 3 month gape in service calls because I had to have surgery done. I don't understand why they cannot fix the problem. They did offer me a store credit for a new washer after the last so called repair. I refused the store credit because that would void the remaining 6 and 1/2 years that I have left on this service contract. The part is supposed to be in on June ***, but by the time they get a serviceman out it will have been inoperable for 2 weeks. We have a 2 1/2 year old in the house and have had to depend on family to get our laundry done. I have no problem with them replacing the washer with an equal one (no money out of my pocket) if they would give me the balance of my contract.

Desired Settlement: Either fix the washer properly of give me a new one (equal to the one I have) with my remaining contract and no cost for installation.

Business Response: The customer should call us at ###-###-#### as the parts needed to complete the repair are in and we can schedule a tech to go to their home to install those parts. As far as their other request, that is not how our extended warranty works. If the product in question has to be replaced all we do is offer the the custmer full credit of what they paid us for that product to reselect a new product. If what they choose is more than the credit issued then they are responsible to pay the difference. Also, once the original product is replaced the remainder of their extended warranty is satisfied by the exchange. In this particular case, we have already spent more money in repairs than the customer paid for the washer but since they do have a long time remaing on their contract we will offer to carry over 5 years to the new product that they choose if they decide to take the offer to replace the washer in question in the event that this repair fails once the new parts are installed.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/29/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This complaint is in regards to invoice #**********. I purchased an LG Refrigerator as a result of prior defective GE profile refrigerator under the extended warranty. The LG unit was purchased 12/2009 along with 5-year extended warranty. In June 2013, I started to have problems with the ice maker and call PC Richards warranty service and they dispatched a technician. Between June and September 2013 I placed 4 calls to them for the same issue and they replaced three parts. The ice maker was working okay until May of this year (8 months after last call). I called again stating this is the 5th time I'm calling about the same problem and requested the unit be replaced as defective. They advised they would dispatch a technician. The same technician was dispatched for the 5th time. He made some call and said he had to order a part. At this point I called them again stating I've called 5 times on the refrigerator for the same problem and I've had 4 parts replaced. The refrigerator is defective and I want it replaced. The representative named ***** stating I was not getting a new one and they will keep fixing it. I told her this is unacceptable and that I was going to file a complaint with the Better Business Bureau and she did not care. I requested to speak with a ********** and she put me on hold and hung up. I called back and spoke to ***** who advised she would speak to ********** & call me back. Her voice message to me stated the part was in and call back to arrange for it to be installed. I called to make the arrangements and was advised the manufacturer states the unit is not defective. I replied, I didn’t purchase the unit from LG, I purchased it at PC Richards and your technician says there’s a problem with it. I further stated if I call 5 times for the same problem and you put in 4 parts what would you call it. The part was installed on Tuesday, May ****. By yesterday morning, the ice tube was barely half full. At noon on Wednesday, the ****, I advised everyone in my house not to use the ice maker. At 5:40am today, Thursday May ****, I check the ice level and it has not changed since Wednesday afternoon. I have not called PC Richards but decided to file this complaint. Lastly, whenever a technician comes out I do not receive any paperwork. I have not received a single piece of documentation as to what repairs and/or parts were made to the refrigerator. When I inquired about this the representative on the telephone stated they don’t do that. But she would be happy to tell me. I advised I want it in writing.

Desired Settlement: The icemaker and water dispenser on this unit are defective and I want the unit replaced. I believe PC Richards is stalling as the extended warranty expires 12/2014.

Business Response: We will contact this customer and inform them that they have a store credit to reselect a new refrigerator. The remainder of their conttact will be satisfied by this exchange. If the new refrigerator that they choose is more expensive than their store credit, they will be responsible to pay the difference in cost. We will pick up the old refrigerator and the same time that we deliver the new one.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a General Electric slide in electric range, Model JS750DFWW on 2.**.2014. The new range was installed on 2.**.2014 against code and safety warning. When I questioned the installer about these, he proclaimed that he is the best installer P.C. Richard & Son has, in this area and that he has always installed ranges exactly the same as mine, without the Anti-Tip Bracket (in fact, he removed and discarded the existing one) and with only one support front leg, sitting less than 1/8" on top of a cut out in a tile, specifically made for these supports. The right front support leg was not touching the floor and neither were both of the back supports. In addition, the back of the stove, was approximately 1/2" above the counter.I went to the store, to make arrangements for a proper installation, explaining the issues. An ************ ******* actually walked away, in the middle of the conversation, claiming that it was impossible to install a range as I was describing the way mine was. However, the salesman I purchased the range from, based on his 'guarantee' that since the new range was same brand and style as my old one, there will not be any issues and the range will fit exactly, was sent to my home to take photos of the install issues and clear violations of safety. A re-install date was set up.The same installer was sent to my home to make corrections. By this time, 7 days after the initial install, the left front leg has slipped off the tile and thus the stove had somewhat settled and shifted. This time, the installer removed the two front support/adjustment legs, rather than employing them as they are meant to serve and proclaimed the Anti-Tip bracket is not necessary and refused to do anything further.As of today, the stove does not have the Anti-Tip bracket, no front support/adjustment legs and the back legs are up in the air. The entire stove is supported by less than 1/2" by the counter top on the left and right side only.

Desired Settlement: If P.C. Richard & Son is not capable of providing a safe and up to code installation of the new stove, I want them to remove it and refund the purchase price, including Extended 10year Protection Plan.Also, I would urge BBB to investigate, just how many consumers are dealing with a potentially dangerous stove installation, simply because an installer 'knows better' and clearly this practice is approved by P.C. Richard & Son.

Business Response: We are contacting customer to arrange a convenient time for our installers to come and install the anti-tip bracket and resolve any other open issues the customer has.  We will satisfy her. 

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:

As promised in the Business Response, the ************ *******, ***** ****** has not called or contacted me in any way, 'by tomorrow', which would have been by 4.**.2014. I therefore phoned *** ****** today, only to find out that he is on vacation (from 4.**.2014, until 4.**.2014).  I then spoke with ***** ****, at P.C. Richard & Son, Corp., who informed me that there has been a 're-install' of my stove scheduled for next Tuesday, 4.**.2014.  She could not tell me by whom, when I inquired.

She could also not find out whether a different installer, who does adhere to safety and regulations was assigned the job this time.

As BBB instructions note to respond within 6 days of receiving the Business Response, this note is only for information purposes.

I will follow up with my final response, on 4.**.2014, whether the stove has been installed properly and with adherence to safety regulations.

Thank you for your attention to this matter in the meantime,

******** ** ****** 
 
 

 

 

 

 

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


Sincerely,

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




 

Business Response: Confirmed for Tuesday, May **** with installers to disconnect.

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.

Hello *** ******!

Thank you for your follow up.  Yes, they were here early this morning to remove the stove.  However, I just spoke with the local store, who was supposed to issue a credit (reverse the charge on my credit card) today.  They have not been able to thus far, because they do not have the paperwork from the installer who removed the stove.

Also, the local store was not aware of the discrepancy in the amount to be refunded, as agreed by P.C. Richard & Son headquarters in New York, via one of the exchanges through your office.  Total refund should be $1929.75.

They promised to verify the discrepancy and said may be able to finalize this within two days or so.  They and I agreed that I will call them this Friday, May **,2014, to verify that a full refund has been processed and the charges reversed directly to my credit card used for the original purchase.

I will e-mail you on Friday, as soon as I speak with them.

Thank you again,

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



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



 

BBB's Final Determination: Complaint was settled through BBB mediation

5/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: PC Richards employees at this location do not inform customers of the entire Credit Card/No Interest Promotion.When I applied for the credit card, I was told by the sales rep that I would have no interest for a year, I was not informed that every purchase I make has to be paid in prior to the year ending if not I will be charged the entire interest accumulated if the purchase was not entered in full.I contacted the Bank and they told me they do not handle the sales people they just handle the billing, and that I should read my statements.I am one of the many Americans that have a busy life, I am a single mother and I work and pay bills. I look at the information on the bill as far as "balance" and "minimum payment" and keep it moving. the bill does mention "deferred" interest payment for a year, but if I was informed from the beginning at the store I would have not gotten myself in this debt.my bill jumped a substantial amount and will continue to grow b/c I can not afford to pay those amounts right away. isn't that what "credit" is?

Desired Settlement: waive all "interest" after year policy.

Business Response:   Please have customer contact our in house GE Retail Bank Represenative  **** *********  at
**************************** and he may be able to help.  All PC Richard bills clearly state that interest will be charged if balance is not paid off by the promotions end.    

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,

******* ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/6/2014 Problems with Product/Service | Complaint Details Unavailable
5/2/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I emailed the following to PC Richard and have not received a response, - Hello, I am writing to tell you about our great disappointment with PC Richards warranty service. In the spring of 2011 we purchased a Samsung refrigerator from the Bridgewater N.J. store. We had happily purchased many of our home appliances and electronics from this store and were always offered PC Richards extended warranty. This time the manager convinced us it would be a good idea & we purchased it. During the course of the last 3 years we have used the warranty many times; the first refrigerator came dented & door was replaced. Subsequently many manufacturing flaws came to light & were remedied under the warranty, plastic surrounding door handles broke repeatedly, ice & water dispenser replaced, doors replaced. Eventually the refrigerator was replaced with a new one but arrived broken and we had to wait for a third refrigerator. At some point the warranty service gave us the option of picking out an entirely different refrigerator to replace this LEMON. Unfortunately we opted to stay with Samsung. Now here is the problem, when the manager at the time of the original purchase sold us the extended 10 year warranty he told us it covered EVERYTHING which could break and if the item gave us too much trouble it would be replaced. We had him repeat the details to make sure we understood and asked who decided when it should be replaced. He said, "Don't worry PC Richards takes care of its customers". Well after replacing numerous parts numerous times, replacing the refrigerator and offering us a different make & model PC Richards warranty service has washed its hands of us. When I asked to speak to a manager this time, Marta called me back and immediately was rude and combative. She said the warranty does not cover fixing or replacing the refrigerator and anything which was done in the past was done as a courtesy. I then spoke to the manager at the store, Lorenzo, and although he was polite & understanding, he told us he had no control over the warranty department and only sold warranties. We purchased the warranty in good faith, believing what the manager told us. My wife and I believe we should be given the option again of choosing a new make & model refrigerator since this Samsung keeps breaking and usually in the same areas. It should be considered a lemon. We are retired and my wife spends time on the internet and could not find emails for the top executives of PC Richards. This company does not appear to be very transparent. Right now we were told the refrigerator would once again be fixed as "a one time courtesy", what happened to our 10 year warranty? Please restore our faith in PC Richards by replacing this lemon with a new make & model of our choosing. My wife can't wait to hit the social media to describe how PC Richards has handled this situation, hopefully to everyones satisfaction. Thank you for your time and effort. Sincerely, ******* *********

Desired Settlement: Replacement refrigerator of my choosing which would fulfill the warranty as explained to me.

Business Response: Customer posted the same complaint on Facebook and it will be addressed by ****** *****. She will be in touch with the customer today to resolve this issue. Customer can also reach out to her 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. I want to add that ****** ***** is very polite and outstanding and my faith in PC Richards has been restored. PC Richards has more than satisfactorily resolved this issue. I highly recommend this store.

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: submitted hp computer desktop on march *, 1014 because blue ray DVD ROM was not working. received it and told DVD ROM was replaced . took it home powered on and see a black screen and nothing else. bring it back and receive it back on April **, 2014 computer display back on hard drive formatted, but the DVD ROM still does not work. called company as was told to drag this back for a third try and i am now here to file a complaint because i don't have the confidence they can fix this without causing more damage to this computer. my warranty expires this November and i am worried they will fix one thing and break another until the warranty expires

Desired Settlement: for the inconvenience of dragging this piece of equipment to the store twice and probably for the third , hopefully last time . I want this computer repaired and and extension to my current warranty for another three years.

Business Response: Customer should contact our computer service ******* at *************************** and he will be able to assist them. If customer has no confidence that we can do the repair we can always send it to HP for repair for them at no cost out of pocket.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a brand new refrigerator in 2006 when I built my home. In February of this year 2014 my water/ice maker started giving problems. The icemaker was making ice as normal, but the water stopped coming out. A technician came to my home on 2/***and advised they need to order a part. I continuously kept calling since we were in the middle of March and still no word. Water is 99% of what my family drinks on a daily basis. On 3/**I was advised the part was not in yet. On 3/**tech came to my home and changed a valve. Today 4/**tech changed a switch. After the tech left my home, I saw water on the floor. When I went to my kitchen I heard water spraying behind the fridge. Water was flooded all over my kitchen. I called the ****** and advised the tech who came to repair it was out of the area and it was too late for him to come back. They told me to lock off the valve. The problem is still NOT fixed. After numerous time taken off from work to be here when the techs come to try to fix it, the problem is no where close to being resolved. This is very frustrating and inconvenient. I purchased water filters to use in my fridge, and I cannot use it. I have purchased and extended warranty for this purpose. I am sick and tired of this. Please fix it or replace it, as stated in your warranty. How much longer does this have to continue? I am fed up. The silly tech even asked me today, if I am manually throwing water into the ice machine? Ummmm the ice maker is making ice as normal. I am tired of explaining this and don't know how else to explain this anymore.

Desired Settlement: Please send someone to fix this once and for all or replace the refrigerator.

Business Response: Parts have been ordered to complete the repair. If this problem cannot be corrected, then we will give the customer credit of what they paid us in 2006 to reselct 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

?

This is in response to complaint # *******, we are still having a problem with pc richards as of today two technicians came at different times to fix our refrigerator. It is still not fixed, they keep ordering the same part and with no results to fixing the problem.  We are not getting a clear answer as to what will be done, now we are waiting on a supervisor to come and fix the problem,  that will be more than two weeks from today, this problem has been going on for way too long. 

 

Thanking you in advance

 

 

 

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:

a simple matter is not being resolved. No one gives me factual statements in order for me to feel pleased with the service. Everyone has the same thing to say and management is not addressing the issue. Techs have been out here a multitude of times, they have come with the same parts, where they say no repairs can resolve the issue.  

 

 

 

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


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




 

Business Response: I am going to cancel the service call and issue the customer a credit to reselect a new refrigerator. The remainder of her contract will be satisfied by this exchange. They will receive full credit of what they paid us for the refrigerator in 2006 and if the new model that they choose is more expensive than the credit issued they will be responsible to pay the difference. We will contact the customer today with the new invoice with that credit. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like PC Richards to honor their Policy, Warranty, and Agreement within a reasonable time period while acting professional while doing so. The TV has been serviced twice to this day, first on Thursday, March *** 2014 when I undertook ****** as a client and needed multiple working televisions. There's absolutely no record of this first service in which I dropped off the 50inch television as well as funded my own transportation from my previous New York City address which was at ************* to the location in which the television was purchased as I was directed from the employee at the PC Richards location where the purchase was made (*********) after I dropped off the television I asked for some form of documentation as they immediately retrieved the television from the vehicle I used and started trolling it to the back of the store. I was told my name was in the system that they could locate it that way and I said well my address and number changed and the ********* took it down. At this point the TV had been transported to the back of the store and was set aside in plain view in the back of the store by the large appliances that were on display (washers, dryers, refrigerators, etc.) I asked again for a receipt and was told I would receive a call by the following Tuesday for arrangements to pick the TV back up that they had to send it to “The Shop” I asked for my TV back at this point because they acted very suspicious but they assured me again and again and again that my television would be fine and I have the store number my receipt of purchase etc. if in case anything does go wrong. I then left the store waiting for a call on Tuesday the **** which I did not receive so I called the store with my friend who was ready to help me pick it back up and they said it got delayed because of the holiday. I then ask the man whom I spoke with how St. Patrick’s Day affected repairs to my television and he said that “the Shop” was closed, again referring to the Farmingdale Location I presume as “The Shop”. Well after numerous attempts and finally another week that had passed I immediately went straight to the store in ******* (Store# **) with my wife and I asked for ***** who was the salesmen who assisted with the sale of the TV in the first place. Of course he wasn’t in they said and that they don’t remember a *****…I then become a lot more imperative and asked for a store ******* who wasn’t there because ***** was on lunch break. While waiting for the ******* to conclude their lunch and return an employee approached me and said my television had been in the back and someone must have misplaced it when it returned from “The Shop” I asked how a 50inch television could mistakenly be misplaced and not seen and was told they have much larger TVs and appliances in the back that it was a common mistake. I ignored the sarcastic remark and asked what was wrong with my television and did they resolve the problem or problems and they said they don’t know that I would have to contact Farmingdale location for exact details. I said well the TV works now right? Two male employees assured me “YES!!” at this point me and my wife drove the television back to our NYC apartment with the television which the ********* kindly helped load into the vehicle. (The TV was wrapped up with cardboard corners and foam and tapped for support so I figured it was legit and the process of fulfilling the servicing was just odd so I forgot about the whole mess thanked and tipped the man who helped and was professional and kept apologizing. We proceeded home put the television back where it was then plugged it up and turned it on and picture looked absolutely perfect like before. No scratches or dings located on the TV so it’s as if it were brand new again. We shut it off and later that evening invited 10 or so people over to watch a movie and have a little get together for celebration of our signing with a major client ******. I’d say with about an hour or so into the movie the screen blacked out yet again embarrassing moment when you’re entertaining guests and your TV with less than 10 hours of total use, that was bought brand new, not tot mention the sound still worked which made matters even more embarrassing. The following day I call the same ******* PC Richards (Store#**) they said they replaced the “motherboard I believe even though it looked perfectly fine and they said only other option is to bring back the TV and purchase a new display and I said this is covered and they told me no. I hung up immediately and called the Farmingdale location on April ***, 2014 at 12:51 P.M. EST. At the number ###-###-#### and finally got through to a ******* by the name of ****** who said he would take necessary steps to resolving this matter in a time sensitive manner and that he understood my frustration. He concluded he would get back to me the following day in which he would have answers to if he could get approval from a store ******* on **** street PC Richard and Son in NYC to issue me store credit that the TV I have is no longer able to be replaced because they don’t have it, he also said the odds were unlikely because the TV has to be serviced first which it was but there is no record of it (Someone didn’t do their job whether it be from the ******* location or the Farmingdale location and I told him I would by no means hang over a $1,200 piece of equipment again because for all I know they could lose the TV this time and “just not have a record of it again” After or agreements and what seemed to be understanding by both parties I agreed to let them service the TV yet again for a second time but only if I could receive a temporary replacement of equal quality to use during the duration of the service to my TV and he said he would speak with the ******* at *********************** in Manhattan and resolve this issue promptly beings I just signed a huge client which requires me to not only have one working TV but several working TVs. I never heard back from ****** the following day and I left him two detailed voicemails repeating my name and contact information as well as the invoice number and got no response. I placed these calls to his “Direct Line” as well as two follow up calls Thursday after when we had first spoke as well. My cell phone records indicate an outgoing call to his “Direct Line” ###-###-#### on April ***, 2014 at 3:12 P.M. that lasted for 1-minute (I left a voicemail) as well as a second attempt at 6:15 P.M. also on April ***2014 which this call shows it lasted a total of 57 seconds (I left a second voicemail, very detailed and understandable information as to who I was, the invoice number, my name, number and even repeated it just in case he had forgotten) Friday came along and when 4:12 P.M. came along and I had not heard from ****** I immediately called to follow up beings he had promised answers if not conclusions to the dilemma we were facing. Again my cell phone records indicate yet another failed attempt to reach ****** at 4:12 P.M. EST on Friday April ****, 2014 which lasted 1 minute in which I left a third voicemail then got curious as to why he was/could be avoiding returning my call. I then call the ###-###-#### who got ***** ****** on the line who immediately hung up when I said my name and that we spoke a few days ago pertaining the TV situation where there was no service record etc etc. at least I got enough information in until I could hear the dial tone meaning he had hung up or somehow may have lost service but after two more attempts to his direct line and one more attempt to the ###-###-#### number who stated ****** wasn’t in could they take a message I then knew he was purposely avoiding my calls which is by far the most disrespectful thing to do to a customer especially one who frequently uses PC Richards along with all of my colleagues and peers and employees who have all joined the PC Richards Family in purchasing all of their household items from PC Richards. I called the store on ************ in New York, NY yesterday, Friday April ***and asked to speak with a ******* and they transferred me to someone by the name of **** who was at first very polite and said he would call me back after he spoke with ****** and he never did so I called the store again before they closed and asked to speak with him again and they asked for my name and then said hold on. Once the person on the phone returned they said sorry **** left maybe you can try again next week. I had my wife call and ask for **** 20 minutes or so later and she got transferred to him no problem and I got on the phone and told him that the last person I spoke with said he had left and he said he didn’t know why but he said he hadn’t spoken with ****** yet that he would contact the corporate office to see if he can issue a store credit for the TV based off of all the stress and circumstances and he vouched to call me by noon the following day, which would be today, Saturday, April ****2014 and that he would have answers for sure. I gave him my email address and reminded him that if I didn’t hear from him by noon like he’d promised with any such information that I would immediately assume that they neither himself or ****** are taking this matter seriously and I would have to take the next steps to resolving the issue. He agreed and said he’s a man of his word and I’d hear from him by noon today (I even said if a delay or anything pops up to let me know just be courteous and stick to your word please) Well noon passed and again I was misled and my time was wasted again. I called at 12:18 PM EST. and relayed my number and full name to a gentleman who said he would give it to **** when he walked in that he’d been running a bit late today. I waited patiently for any sort of communication even a dove with a note at this point would have been sufficient enough to show that at least the problem was being addressed but of course I was misled and had to do his job for him and call him back which happened at 4:50 PM and lasted for 5 minutes in which he stalled and said that he would have to wait until Monday and I said have you attempted to reach ****** or anyone in the Corporate office in regards to this situation we have and he said yes and kept assuring me Monday. I’m through dealing with this nonsense and provocative avoidance by not only employees but *******s and two with the same mentality of they want to help but they don’t want to do any work in the process. So not only was the 2 year Contract, Policy, Warranty, Agreement breached but it was done in the utmost rude and ********* way possible. As a loyal and frequent customer and supporter of this company I deserve and expect the same exact form of customer service as I always have received, and never have I ever in my life wasted so much time in believing employees who call themselves *******s. Whoever reads this should very well address these two individuals and go over the store policy and maybe send them back to training because they’re slowly creating a bad image for the name of your company not to mention shoeing aside who knows how many customers with similar problems and I know from experience that no PC Richard and son employee has ever acted this way around me and especially people who labels themselves as *******s. All I wanted was the exact same TV that works that I can’t afford to keep wasting my time with this matter and now I have already purchased several brand new televisions from Best Buy because like I made clear to both *******s I signed with a big client which requires me to have multiple televisions and now I’m stuck with a defect TV that’s been serviced once but oddly no record of it and the fact that no one has helped and that they want to service it again is absurd, time consuming, and obviously the first servicing of the television didn’t work so why waste even more money on replacing parts that are in so called “perfect condition” if no one can identify the problem. I’m at a loss of words by the lack of effort and multiple excuses brought to me and I really hope that these two “*******s” are reprimanded for their approach, which are clearly not company standards. I wish to resolve this matter still but if no one assists me from this level then that’s understood as well and I will pursue the next necessary steps which I have had all opportunity to exercise but have been patient and cooperative and I expect the same from the opposing party. Thank you ******* ****** ###-###-####

Desired Settlement: A letter of apology from both **** and ******. At this point a store credit in the amount of the TV's current Value (Including reimbursement of the 2 year protection plan, beings it was breached) to any PC Richard and son in the NYC area but not at the ********************* Manhattan location nor at the ******* (Store#***) location. Also upon return of my defect television i would also like to know what the final result as to why a television with less than 10 hours of use mysteriously malfunctions the way it did when the results do or if the results ever come back. I will also contact ******* directly to see if they have had any issues with this particular model etc before like this.

Business Response: Customer must contact our TV service ******* at ************* or they can call him at ###-###-#### to resolve this issue.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: kITCHEN AID STOVE KGRS202BSS 1 is the absolute cheaoest made stove and dangerous in any household. The worst offense of the appliance is the smaller pilots turn off when on a low setting leading to a gas leak. CAme into the kitchen several times to find no flame and had to open windows. The next dangerous item are the knobs..two issues..if you reach over or around the stove and accidently brush up against a knob it turns on without a flame- gas leaking. The next knob issue is they get piping hot when the oven is on - burned my finger this past Sunday. The cosmetic problems with this stove is that is does not come clean. The black stove top is very difficult to clean and the oven barely self cleans....i have had this stove since Dec. and it looks 10 years old already. it has scratches on the top part from pots hitting the control panel. My replaced stove looked and worked better than this new one from Kitchen Aid. I had PC Richards come in twice and they did nothing and sent email to Kitchen Aid documenting my complaints.

Desired Settlement: I want a replacement stove right away. I Have three children that use the stove while I am not here and I can not check that it is not leaking gas at all times. I want a better quality product. Safer Kitchen Aid should be ashamed of this product

Business Response: I have placed a return authorization on this customers invoice ********** so that they can go to the ******* store and reselect a different make and model range. They will have full store credit of what they paid us in December to reselect.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase a Whirlpool Refrigerator in February 2013, and it stopped working in March 2014. One month past the warranty. This was a floor model and did not come with a care guide or instructions. I was not told I could purchase a longer warranty. I charged this item on a credit card for 24 months, no interest, so I still owe money and the refrigerator does not work. PC Richard told me to call Whirlpool to see if they will cover the service. Whirlpool will cover parts but not labor but I cant afford to pay for the labor. Whirlpool sent a company to my home, Wind Service, but I could not pay for the labor so they did not fix even look at it, they left. I called PC Richard after the company from Whirlpool (Wind Service) left my home today, and they sold me a warranty for $200. PC Richard's customer service was rude and did not seem to care about my problem. I lost a day of work and all my food. They said I would have to pay for parts and service, at least $179.00 for a service call. Customer service said it would be cheaper to purchase a warranty. I had to charge the $200 warranty to my PC Richard credit card, and now they will come back tomorrow to see what is wrong, so one week has gone by and I still do not have a solution or a refrigerator.

Desired Settlement: I think after 13 months it must be a lemon. I want a brand new refrigerator and a check for $500.00 for the food I lost.

Business Response: I do not understand the complaint. Customer is scheduled for service 4/**/14 and we are covering that service call under the 5 year service contract that we were nice enough to sell them "after the house burned down" to coin a phrase. We did not have any obligation to do that since their manufacturers warranty had expired and Whirlpool was not willing to cover their issue under their manufacturers warranty. Now we will have to absorbe the entire cost of this repair and all other repairs that may be needed for the next 5 years even though we already knew that they were in need of this service before we even sold them the contract.

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]

 
What do you not understand?  You sold a defective product that broke one month past your warranty.  I had no choice but to purchase a service contract for 5years and spend an additional  $200.  You should replace the entire product, or should I say "rebuild my burned down house".  I lost everything in my refrigerator, a days pay, and I still do not have a working refrigerator.  Your service man came and left without fixing your product, two days in a row, 4/*/14 and 4/*/14.  I am told he needs to return again. Your customer service was not nice and I do not appreciate your phrase!  So your repair man came and said my refrigerator needs a "starter", like in a car, but he did not have the part with him.  Now I have to wait for another repair man to come to my home and fix my defective refrigerator.  I will be sending an additional complaint to *** in Michigan against Whirlpool. 

 

 

 

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


Sincerely,

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




 

Business Response: We have done more than was required in order to try to make things right. It is not our fault that the customers manufacturers warranty expired and that Whirlpool did not want to do anything to assist them. We did not manufacture the product. We believe that we have done more than we even should have in order to assist this customer. What insurance company would sell anyone a policy after the house burned down  or after their auto was already in an accident??????

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/14/2014 Billing/Collection Issues | Complaint Details Unavailable
4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My previous experiments with the Service Center, I had always been contacted via. text & email on a step by step process on how everything was going. This time I had not received no updates at all. On Tuesday, April **, 20144 My Hewlett Packard PC was in need of service & I called the service center at ###-###-#### in **, NY asking for the current status on my laptop since it was dropped at PC Richards in **, NJ on 3/**/2014 (Service Ticket #***). However, the person I spoke with was unable to give me an answer since the ********** didn't write any notes. I was told that the ********** would call by the end of the day at my personal cell ###-###-####. No one called. I called yet again on Wednesday, April **, 2014 & yet again I was informed that the ********** would call by the end of the day. However, I didn't receive any phone call. I call once more on Thursday, April ***, 2014 & still they service center informed me that the ********** would call me by the end of the day. Sad to say, I was lie to again, because the ********** who was supposed to call me for the past 3 days failed to do so. By Friday, April ***, 2014, I was anger & upset & felt lied to by the service center representatives. I demanded to speak with a **********, unfortunately the ********** was unable to come to the phone. I was guarantee that the ********** would call me by the end of the day, once I explain my frustration with the company. But no ********** called me at all. At this point, I feel disrespect that no cared enough to let me know if any of the damages on my PC was repaired. I've been a loyal consumer for years since the 1990's. I gues in the future I will shopping at BEST BUY for a new Laptop. The Geek Squat is there inside the store and I would kept abreast on all matters. To make matters worst, service center representatives told me that my laptop was on the truck on Friday to be delivery. So when I called the store on Sunday to see if they had my laptop, I was informed that they don't have it. Now I'm *******!!

Desired Settlement: I what to know if my laptop was able to be repaired. Most important, WHERE IS MY LAPTOP, if it's not at the Service Center or at PC Richards!!!!!!!!!

Business Response: Customer should contact our computer ******* ******* at **** or call him at ********** extension ***because it looks like he is authorizing a new computer for this customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased a Washer & Dryer from PC Richards in ***** ***** ** on 10/**/13, we had several issues with the new dryer. They exchanged the dryer about 3 times, by the 4th time I when directly to store and told them to send someone over to my home to pick up set and give us our money back since the 30 days have not been up yet, because I had it with incompetent service guys they where sending to my home. *** ******* the ***** ******* calm me down and told me to pick out another set from the floor models and he would order those for us and have them deliver to our home and pick up the set we have had for about 3 wks. We had purchased an LG set, thinking that it was the brand we had chosen I when with a different brand this time I chose a Whirlpool ****** Platinum set. Now we have problems with the washer not washing clothes properly, whites are ok but when you wash darks or blacks I need to use an extra rinse on every cycle and most of the time I need to re wash the clothes all over again because they come out dirtier than when they 1st when in and this dark and black color am talking about are not clothes that are cover in mud or anything like that they are my work clothes I work in an office behind a desk all day long, now how dirty can those clothes get. I contacted the ***** ******* on Monday 3/**/14 and the headquarters of PC Richards both on monday today is already friday 3/**/14 and still have not heard from neither one of them regarding this issue. We also purchased the extended warranty on this 2 appliances. Am still not satisfied with this set the old set we had did better job than this piece of crap we have now and they are suppost to be top of the line, they are nothing but crap. Model #***********and Serial #*****. We also use the "he" detergent that was intended or recommended for this type of washer and nothing seems to work. We are using and wasting more water than we ever had, I had to replace my old set because it was 10 yrs old and finally the washer gave out. Please we need your help with this situation we spend over $1,800 on this set to have this type of issues with it. We thank you in advance for your attention to this mattter. Sincerely: ************. We could be reached at ************* cell. Than you again

Desired Settlement: Our Money Back, we don"t want anything to do with PC Richard & Son ever again. Like I told my husband we should had gone to Sears, Home Depot or Lowe's for this appliances.

Business Response: Customer must contact the District ******* for that store at *************************** in order to get their issue resolved.

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 received and email today to contact ***** at main store regarding my complaint.  I responded back via email explaining situation all over again. Problems is not solved will wait to hear from him. And will notify you once I get an answer from him. Thank you I will be intouch hopefully soon. Sincerely.  ****** **** 

 

 

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


Sincerely,

****** ****




 

Business Response: OK. I know that ***** is aware of the complaint and since he is the ******** ******* of the store where the purchase was made, he will ultimately have to make the decision for our company regarding this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Refrigerator is under warranty, it died on friday ( March **, 2014). The repair center opened a claim & the repair man was supposed to come that afternoon, he did not. The repair man then stated he would come saturday morning-he did not. He kept changing the time & never showed many different excuses. They finally sent a new repair man on Monday-he cannot fix the refrigerator he needs to order parts. The service representative was going to call on Tuesday March **before 7-she did not. When I called at 5 of 7 they were closed. I finally get a representative this morning ( Wednesday, March **) and they say that they cannot get the parts until friday & that they might be able to repair it on saturday. My husband already took off 3 days from work & has lost money I have a kid with severe food allergies who is now eating an apple for lunch (they school can't feed her). I am not able to have her eat in most restaurants or take out places. We have 20 people coming here sunday for her birthday party & they are not helping. This is unacceptable why sell service contracts to people if you fail to repair the items in a timely manner!

Desired Settlement: First they need costumer service skills & better repair people who show up when they promise. They don't care about the families who purchase items from them. Customer service should call back when they say they should & they should have a much faster turn around in repairs!

Business Response: Customer is scheduled for service with the parts to correct the problem on Saturday 3/**/14. If the problem is not corrected at that time then we will offer the customer a credit to exchange or reselect a new refrigerator.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Me and my wife have unauthorized charges on my store card that max my card out. With 3 different charges in one day.I told P.C RICHARDS/ GE CAPITAL RETAIL BANK that i have become a victim to identity theft. i ask them for proof, all they have is a forged signed sales slip. I have more then enough proof that's not my signature in my home loan paper work from 2012 . Also the same thing happened to my home depot /citi account around the same time as P.C Richards account. home depot took care of it with no problem there more professional. P.C RICHARD keep telling to settle it with the other party but there saying i made the charges . GE CAPITAL not trying to resolve this they just want there money no matter who pays it. this are not my charges i payed this account off in June of 2013 and forgot about it should of closed it but i didn't.

Desired Settlement: I want them to take this unauthorized charges off my account and close my account....

Business Response: PC Richard does not have anything to do with billing. This customer will have to settle this dispute with the bank, GE Capital. All we can do is to supply the bank with copies of the transactions

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/21/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Thursday MAR * I had a PC Richards tech come to look at my dishwasher which was no longer working. He ascertained that my dishwasher needed a new motor. He would order it and would return in a week. he was very rude and only after I asked three times did he reassemble the dishwasher as he found it. I called and complained to PC Richards and they said they would speak with the tech. On MAR ** I received a phone call scheduling me for a tech to come to install the new motor on the **** of March. On that morning they called to say they would come from 12 pm - 4 pm, but I work during those hours and asked if I could be rescheduled for a morning window of 8 am to 12 pm (which was when the tech came on the ***.). He said that it would be done. on Monday, March ** i received a voicemail from PC Richards stating that I was scheduled for a tech to come on WED MAR ** from 8 am to 12 pm, the customer service rep on the line repeated the date and time to confirm it was WED MAR ** from 8 am to 12 pm. I informed my boss that I would be coming in late to work on WED after this appointment was complete. At 8:45 am on WED MAR ** when I had not heard from the tech I called PC Richards to inquire. The first person I spoke with said that I was wrong and that the appointment was for MAR ** and there was no time frame. I explained that my voice mail I received stated clearly it was WED MAR ** from 8 am to 12 pm. The customer service person said she would speak to a ********** and call me back. She never did. I was able to speak with a ********** through my cousin who works at the company and explained the situation. They offered me a tech to come on Saturday. I had already waited a week and could not wait any longer. I did not feel I should have to take off more of my work so I suggested the tech come after 6 pm on WED MAR ** - they refused saying the tech leaves before 6 pm. As it was their fault I felt that they should have a tech come after 6 pm - they didn't. Because I could not deal without my dishwasher I am staying to have the tech come from 12 pm - 4 pm but I am highly disappointed in their customer service since the fault was theres as they cleared confirmed WED MAR ** and I am now missing a day of work for this.

Desired Settlement: I'm not sure if there is any outcome that can happen. I realize that I am getting a tech today (hopefully as it is 10:52 AM and no call has come yet) but I think that I should be compensated in some way for potentially missing a full day of work. If the tech does not arrive today by 4 pm I will be writing again.

Business Response: We apologize for the confusion. I just spoke with our ******* ******* and he informs me that the tech ran this call and completed it about 1 hour ago.

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 would like to have my complaint on record as I feel that this level of service is not acceptable for customers (they did come and fix my dishwasher but only after a morning full of phone calls and I still had to take off the rest of the day of work to wait for them to come. ) But as I said in my original statement, there isn't must else I feel they can do for me.

Sincerely,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a senior citizen on a fixed income. I have been a loyal customer of P.C Richards for quite some time. I appreciate their business and the service that they provide. This is the first time that I am completely dissatisfied with the service. I purchased an oven and a warranty with it. the warranty ran out because this specific item was purchased 5 years ago. The pilot light on my oven went out. I called the company and was told that it was the thermostat. A date was set and a gentleman came out to repair the issue. I was billed for a new thermostat and was given a 90 day warranty with this new item. I was satisfied because my oven was working once again. When I finally decided to make a meal utilizing the oven I realized that it did not heat up as it used to. Now I never had any problems with this oven before and it worked quite well beforehand. I was charged for the repairman to visit the house and to repair the stove so I could not understand why it was not working again. I was still somewhat upset that I was never contacted about my warranty expiring but since I had a 90 day warranty It was my belief that the repairman would come back to the house and fix the issue. This as not the case. I was told one would come to my house and a date was set up. I had to deny access because I later was told that if there was something wrong with the stove I would have to be charged again not only for the visit but for the stove to be fixed once again. I could not understand why when the repairman just fixed the oven and the heating was fine before hand. this was not my fault. I only requested for my oven to be fixed and I paid for the service. What is the point of having the warrant if it cannot be used. when I asked these questions the response that was given to me was " do you want it done or not?" I do not appreciate being talked to in such a manner and treated so poorly. I would only hope that something can be done

Desired Settlement: I would like my oven to be fixed correctly. I would like the heat to be restored the way that it originally was and for this matter to be taken care of. I would also like for the company to treat their customers better than the way that I was treated

Business Response: This customer should contact us at ###-###-#### and have the telephone representative have their ********** set the new service call set up as a "rehash" and if it is the same problem we should do the call at no additional charge to the customer. They also can contact our ********* ******* ******* at *********************** and explain the situation and he will be able to assist them. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 7 YEAR AGO I WENT TO P.C. RICHARDS TO REPLACE A AIR CONDITION . I GAVE THEM THE MODEL I CURRENTLY HAD IN THE WALL. THE SALESMAN LOOKED IT UP IN HIS SYSTEM .HE GAVE ME THE REPLACEMENT MODEL , AND TOLD ME IT WILL FIT IN THE SLEEVE IN MY WALL. LATER THAT DAY IT WAS DELIVERED. THEY SEND THERE INSTALLATION MAN TO PUT IT IN . AFTER TRYING TO INSTALL THE UNIT, I WAS TOLD THE AIR CONDITION WAS NOT THE RIGHT SIZE IT WAS TO LARGE, AND WOULD NOT FIT IN MY WALL SLEEVE. I PUT THE AIR CONDITION BACK IN THE BOX AND WENT TO P.C. RICHARDS. WHEN I GOT THERE I SPOKE TO THE SALESMAN WHO SOLD IT TO ME ,HE TOLD ME WE DONT TAKE BACK AIR CONDITIONS ONCE IT IS OPENED AND TAKEN OUT OF THE BOX. I ASK TO SPEAK TO THE *******. WHEN THE ******* CAME OVER HE TOLD ME THE SAME. I ASK TO SEE A SIGN POSTED THAT SAID THAT., THERE WAS NONE. I TOLD HIM THAT THIS IS NOT MY FAULT, THERE SALESMAN TOLD ME THAT THE MODEL I BOUGHT WAS THE REPLACEMENT MODEL, AND IT WOULD FIT . HE THEN TOLD THE SALESMAN NOT TO TALK TO ME ANYMORE AND WALK AWAY. AFTER ABOUT 20 MIN. I SAW THERE WERE NOT GOING TO HELP ME, SO I LEFT THE AIR CONDITION IN THE STORE WITH THE RECEIPT.I CALLED CREDIT CARD COMPANY (P.C. RICHARD CREDIT CARD) TOLD THEM I RETURNED IT. THEY ASK FOR THE RECEIPT FOR THE RETURN, I EXPLAINED WHAT HAPPENED, THEY INVESTIGATED . AFTER THAT I WAS LEFT ALONE FOR ABOUT TWO YEARS. THEN ANOTHER COLLECTION COMPANY AGAIN TRY TO COLLECT, AGAIN I TOLD THEM THE STORY. SINCE THEN ABOUT TWO OTHER COLLECTION COMPANY HAVE HARASSED ME TO PAY THIS BILL, NOW WITH OTHER CHARGES ON TOP . I HAVE SINE CONTACTED P.C. RICHARDS CORP. OFFICES. THEY HAVE TOLD ME THAT THE ******* HAS BEEN LET GO, BECAUSE OF MANY COMPLAINTS. AND CAN NOT HELP ME. I HAVE NOW RECEIVED A SUMMONS TO APPEAR IN COURT. PLEASE HELP ME , I NEED TO KNOW WHAT TO DO.

Desired Settlement: THIS CHARGE SHOULD BE REMOVED

Business Response: You must be kidding?????? 7 years ago????? There is nothing I can do to assist this customer. I suggest that he contact the person at our office that handles these collection issues at ###-###-####, *********. This is so old that I do not even know if she will be able to assist. Unfortunately, the bottom line is that if the customer does not have any receipt showing that they returned the air conditioner in question, "shame on them". How is anyone expected to remember what took place 7 years ago and why would someone return any item without getting a receipt.  

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 result of them not willing to help in the first place. shame on them. there must be a way to take care of this problem, they are a big company. they have there purchase back, i have nothing. now they want to sue me something is not right here.  please help

 

 

 

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


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




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an LG refrigerator at P.C. Richard and Son in their North Haven Ct location back in May 2013. It was a new unit they were selling in a, 'Tent Sale' outdoors. It is a side-by-side unit and the right door had dent in it and I was told they would purchase a new door and replace if I were to purchase the refrigerator. I purchased the unit, took delivery and also discovered the left door needs to be adjusted and there is one interior shelf that is bent. To date the door has not been replaced and the other issues still exist. I placed multiple calls to the store regarding all the above issues. My last call was today, February **, 2014 and I spoke with a store ******* named *** ******* who claimed he will place the order for a replacement door. I have been told this multiple times and I am waiting to hear back from *** as to when the door is to be expected in. At this time I have no faith in their taking appropriate action, this is why I am logging this complaint. I have given this nine (9) months which is more than what I should be expected to wait for a resolution.

Desired Settlement: If this unit cannot be repaired within the next 6-8 weeks, I want a new comparable replacement refrigerator delivered and the current one removed.

Business Response: I suggest that this customer call the store ******* at the store where the purchase was made because I do not see that a new door was ever ordered for this refrigerator. New doors take at least 8 weeks to arrive as they are not stock items and have to be manufactured. Usually merchandise sold at tent slaes or as floor models are sold as is but if this customer was promised that they would replace the door then they should honor that request. Otherwise, we can give the customer full credit of what they paid us to reselect a new refrigerator. The customers invoice is ******* and they should refer to that invoice when speaking to the store manager.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This is regarding my LG 60LA8600 TV that I purchased from PC Richard & Son’s Manchester CT store in December 2013. Now the most unfortunate has happened and there is a crack in the panel. I cannot believe that neither LG nor PC Richard is willing to do anything about it and I can’t get my TV repaired or replaced. I bought the extended warranty from PC Richard which they told me covers Manufacturer’s defect, any accidental damage or anything that goes wrong with the TV but now they are telling me that since LG (the Manufacturer) is not covering it under the manufacturer’s warranty, they are not covering it either. I cannot believe that a company like PC Richard & Son is trying to rip me off, a lowly customer. I thought that PC Richard was a reputable company but now I know that I was a fool to believe that. I took my business to PC Richard because I thought that it would honor its agreement if it ever came to it. The ***** *************** just seem to lie and I think they do a very good job at because that is how they are trained. They are very convincing and I must say I believed their lies and fell for it. I was told numerous times that if I bought the extended warranty it would cover whatever was wrong with my TV and I could rest assured that there would be no problems if something did indeed happen. I really did not want to buy the warranty since I was already spending a lot of money for the TV but I put my trust in their ***** *************** and in the company and now I feel like I’ve been given the shaft now that the unfortunate has happened and my TV needs to be repaired. Now, all of a sudden, nothing is covered and I am being told that they are not going to honor the agreement. I cannot believe that this is happening. How in the world can they say one thing to get me to buy something and now that they have to honor it, they are reneging on the agreement. If I knew that the sales people were lying to me then of course I wouldn’t have bought it. But I trusted them and their words that PC Richard is a 100-year old company who has stood on its principles of honesty, reliability and integrity and being there for the consumer but boy, was I wrong. I spent the extra money that I didn’t have to get the extended warranty so I could have peace of mind and now they don’t want to honor their agreement. I was in the store just a few days ago to talk to someone about my TV and I heard a sales person telling a customer in the TV department that if they bought the extended warranty that whatever happened to the TV that they would cover it. He was literally telling her that if she threw the day down and it broke then she could rest assured it would be covered and it would either be repaired or replace because that is what the extended warranty is for. He was telling her basically the same what another ***** *** had told me when I bought my TV. It must be how they are trained – to lie. It seems that all PC Richard care about is the almighty dollar and then damn the rest of us. I cannot believe that after trusting them that they would honor their agreement, they are now telling me that you are not going to fix/replace my TV. They cannot tell the consumer one thing and then not live up to the agreement. You cannot tell me that all will be well and I will not have any problems if anything at all should happen and then try to back out of it when something does happen. I was told by their ***** *************** that my extended warranty would cover ANYTHING that would happen in the unfortunate event – very convincing and I believed and shelled out additional money that I don’t have. This is just wrong, wrong, wrong.

Desired Settlement: I would like to have my TV repaired or replaced. That is what they said they would do if I purchased the extended warranty.

Business Response: We have already contacted this customer and explained that neither the manufacturers warranty nor our extended contract covers physical damage or accidental damage to her TV regardless of what she states was told to her by the salesperson. We cannot make decisions based on what "he said, she said" at the time of the sale  only by what is written in the manufactuers warranty and in our extended  contract warranty (which by the way in her case does not even beging until December of 2014. That being said, in the interest of doing something for this customer we have offered a $500.00 Giift Card which she can use towards the purchase of a new TV and a refund of her  $300.00 extended warranty with us since her TV cannot be repaired under it's. terms. In the event that she does not have a copy of our extended warranty so that she can see what it does and what it does not cover, we will put a copy in the mail to her home address today. There is nothing more that we can do to resolve this issue and given the circustances we believe that our offer is more than generous in an attempt to settle this matter amicably.

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 cannot believe that PC Richard is refusing to take responsibility to honor their agreement and that the BBB is accepting their response. Who's going to protect the consumer? This is totally unacceptable and I cannot believe that you are allowing them to hide behind the facade of "he said, she said." They know exactly what they train their employees to tell the customers and that is exactly what their employees do continue to do. The customers then suffer when something happens and PC Richard does not want to fulfill its obligations. Because they are giant company and I am only a small potato, no one cares and they get a pass while I suffer the consequences. You have to realize that this is not right and they cannot continue to trick and rob the customer while they continue to profit immensely at our expense. 

I thought the BBB was there to help protect us but I see that anyone can be listed on your website as a credible business just as long as they pay the fee. You claim on your website that "If a the business has been accredited by the BBB, it means  BBB has determined that the business meets accreditation standards which includes 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." That company has not made a good faith effort to resolve my complaint. I paid over $1,800 for my TV and over $300 for the extended warranty and they want to throw me a bone with $500. That is the most insult. They think they can offer me a fraction of what my brand new TV is worth and then just shut up and walk away. How is that a good faith effort?  I am without a TV that cost me a total of over $2,100. They have to be held liable and the BBB should do something about it. They should repair or replace my TV as they said they would. Who is going to be there for the little customer after Big business squashes them with their feet after they have already squeezed the almighty dollar from their hands.  Every company is out there to make a profit, I understand that, but you cannot continue to allow them to reap profits through dishonorable means.

 

 

 

 

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


Sincerely,

****** *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a refrigerator in 2010 it work for three years it broke down in August 2013 I called PC Richards the sent some one to fix it my husband paid them 203 dollars and 29 cents for the repairs it worked three weeks and broke down again I called again someone came back fix it again it worked another three weeks and broke down again they were called again this time they said I have to pay to fix it or buy a new fridge I think they should keep fixing it for free or give me a new one because it is only three years old and they should pay me for all my food and meat I had to throw away

Business Response: Customer cancelled service calls twice in November and once in December. So, the last time we were out to service the refrigerator was in October. Have the customer call us at 1-800-696-2000 and a telephone representative can set up a service call for them as whatever repairs we did in October are guaranteed for 90 days. If something different is now wrong and not related to the parts we used for the previous repair then they will have to pay for the additional service needed. 

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 call them but I should not have to pay for repairs because the problem was never solved each time they fix the refrigerator it work three weeks and stop it is not fair for me to pay to fix it

 

 

 

 

 


Sincerely,

******** ******** 




 

Business Response: The problems that the customer had with this refrigerator were not related, so that is why we charged her for the last service call which was completed on 1/**/14. If she feels that she should not have been charged for that service call she should contact our service manager at *********************** as he is the only person that would be able to refund that charge . Have her refer to her invoice ********** as all the tehs notes will be in there. 

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:

 

Good Morning I am so sorry I did not reply to the last two mails I did not go on line for a while I was very depressed over my refrigerator it seem that I was getting no where the last time they were here I was not charge don't know what they are talking about the man said the refrigerator could not be fix it had an internal leak and I would have to take it up with frigedaire the refrigerator is three years old frigedaire said they cant give me a new one what do you think please advice thank you


Sincerely,

******** ******** 


BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Viking D3 oven on 10/**/2012 from the NYC ******* PC Richards store. My oven was delivered with a damaged kick plate, a right stove grate that was cracked in half, and a control panel that was dented/defective on the top left corner of the panel. After several months, I finally received a new grate, and new kick plate. I still have not received a new bevel. I have had dozens of conversations with various managers and store clerks in regards to this, with no resolution. Please help. None of the store managers or employees seem to be able to do so, and following up with this has become an unwanted part time job for me.

Desired Settlement: I would like a new control panel ordered and installed on my oven at no charge to me for the parts or labor

Business Response: One of our supervisors ****** ***** is currently working on this issue. She can be reached at ###-###-#### Monday thru Thursday from 9am to 5pm. It seems that the customer needs a control panel and not the bezzel because the order for the bezzel was cancelled in February. **** ****** at ###-###-#### (the authorized distributor for Viking) placed all the orders for the parts needed back in January. The order number for the new control panel in ******** in case the customer wants to contact **** ****** but that should not be necessary since ****** is working on this 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]

PC Richards' various employees and Mangers have been telling me the same thing over and over again for 10 months now.  They have told me in the past, on several occasions, that the control panel part was ordered, when it wasn't. I was also told, on another occasion, that the control panel was ordered and then returned.  On another occasion, I received a Bevel which I did not order.  This was after I explained to them the shape, size, and location of the part I needed replacing (the control panel) and sent them a photo of the area on the part that came damaged or defected.  

Although I appreciate PC Richards following up with the BBB.  I will not accept any verbal or written response from PC Richards as I feel that this will imply that I accept the status quo.  Until the part has been installed on my oven, at no cost to me, I wish to keep this case open.

 

 

 

 

 

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


Sincerely,

**** *******




 

Business Response: According to the notes on our system, as of 12/**/13 the part needed was on back order with Viking but was expected to arrive at their distributor (**** *******) the week of January **th so let's see what he finds out as to the availablity when he calls Lens Appliance (who will be getting the part from **** *******) once they receive 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.


Hello,

 

Lens came and replaced the parts that needed replacing and fixed an issue with the oven not staying lit.   As of right now, everything is in working condition.  Thank you very much for you help and follow thru with this.  I will be closing the claim now.

 

Sincerely, ****


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 5/**I purchased new appliances for my 74yr mother. I redid her apartment & surprised her with a new kitchen.She tried to use oven for Thanksgiving & it did not work properly. My mistake was not calling immediately but with the holidays & all, time passed. I finally called last week because the oven was turning on on its own in the middle of the night. A technician came out to check stove on Friday 2/**/14. Technician removed the "computer" from stove & told my 74yr old mother to turn on stove with a match. I called this morning to speak to a customer service supervisor, which i did. I spoke to *** **** ****** from Long Island. In all my years of buying appliances from PC Richards I've never experience such horrible customer service. He basically in a nutshell said screw your 74yr mother, we must service the stove first, point blank. Needless to add that Im livid at his response. At the very least he should of have shown a bit of empathy. I even offered to buy a new stove or accept a replacement yet he was too busy following his script instead of listening to me. My 74yr old mother has been without a stove since Friday. My 74yr mother has arthritis, very hard for her to strike a match.

Desired Settlement: I would like for my 74yr old mother to have a working stove, I want a replacement ASAP. A stove that doesn't turn on on its own in the middle of the night & one that requires no match. My 74yr old mother should not be without a stove just because a computer needs to be ordered. Right now Im buying my mother her daily meals, will PC Richards reimburse me for that?I highly doubt it. More empathy must be given to the elderly, seems like *** **** ****** will never grow old and we all know better.

Business Response: We apologize for the response that the customer received from **** ****** and will have his manager address that issue with him. We have left a message for G & G service to expedite the part needed or to call us if there is going to be a delay in getting the part they need so that we can appeal to Frigidaire for a return authorization in that event. If the part is readily available that would be the best way to proceed because authorizing an exchange would mean disconnecting  the old range and reconnecting the new range  which would have to be done at the customers expense since we did not install the original range. We will contact the customer as soon as we hear back from G & G service.

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 74 year old mother is without a stove at this moment, today is Monday, how much longer do we have to wait??  I'm spending money on her daily meals & I rather pay for stove installation if that's what is going to take to exchange stove & get a new one. She should not have to go through this. I would understand if the oven was actually used & worked when I first purchased it but that's not the case. Once again, we first tried using it for Thanksgiving which was when we discovered that it did not work, then it started turning on on its own in the middle of the night.

 

 

 

 

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


Sincerely,

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




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 32" Coby television in December 2011 as a gift for my niece. It cost 199.99.. In November 2012 My niece contacted me asking where I bought the television because it kept getting hot and shutting off. I had her bring the tv to me. I gave her one of my 32 inch tvs i had at my house to use. I contacted pc richard and coby in december and got no help. Finally the television blew up in January and again I tried to contact Coby with no success so I did speak with PC richard and they stated that it had been over a year so they couldnt do anything. So I threw the television away and purchased a new one from another retailer. Fast forward to January 2014. I received a letter from Pc Richard stating that the Coby model I bought had a serious safety recall. It stated that the TV can catch fire by overheating. I called PC richard and told them I had thrown it out over a year ago. The woman gave me the District Managers Email. Her name was TARA. I emailed her and she did not respond. I received a call from a gentlemen who was rude and just told me that I am out of luck because I threw the Television away. And he hung up on me.

Desired Settlement: I would like to receive the 200 dollar gift card for the defective television. This is what the letter I received stated that would be the compensation for the recall.

Business Response: Please contact ************* and depending on the serial number of that TV she will be able to assist the customer. Not all 32 inch Cobys are on recall. It depends on the model and serial number and she will be able to access that information from our records and if this customers TV qualifies she will be able to assist them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
2/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a (xbox360) on sale. The ad in the ****** ****** showed it came with a $50 gift card after a mail in rebate.**** the manager at the store told me the ****** made a mistake and the gift card should not have been in the ad.

Desired Settlement: Honor the gift card as in the ad

Business Response: This was an advertising error in that newspaper and the customer was given a copy of the correction letter. Unfortunately we cannot honor that rebate as the correction was made and posted.

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 informing you that I have not had any contact with PC Richards since I filed a complaint with the BBB (*******) on 1/*/14. I do not accept their comment that the ad was incorrect and was a mistake by *** ******. Who is responsible fo making  up the ad and who proof reads it to make sure it is correct?

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


Sincerely,
*** *************  

Consumer Response: This is in responce to my complaint. There no offer to settle my complaint. This is the original ad that pcrichards did not honor.

Business Response: As per comments on the customers invoice, they already went to the store where they made the purchase and were given a copy of the correction letter due to the advertising error in the newspaper.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: P.C. & Richard & Son Invoice Service No. 65-0315747-001-001-001 01/**/2014 7:00AM: This morning our Frigidaire refrigerator stopped working. Our warranty is still good so I called PC Richard & Son's customer service to report the issue and give them our serial number and the digital codes that showed the malfunction on the digital display. They said they would have the part in 3-5 business days. 01/**/2014: They called to say they received the part today but tried to schedule service for 8 or 9 days later on1/**or 1/**. After insisting they come sooner they sent someone 6 days later on Monday 1/20. 01/**/2014: When the service man arrived I confirmed the digital codes that were displayed showing the malfunction and before starting the job he told me he knew immediately he didn’t have the right parts. He didn’t understand why they didn’t order the right parts for this job to begin with. He stayed and checked the refrigerator anyway and said they need to order the right parts and there was nothing he could do. My husband called and spoke to the service department that same afternoon and requested they handle this more professionally ASAP. 01/**/2014 @ 3:10pm: I received a call from the service department confirming they would have the correct parts by Friday 1/**and they would send a repairman out that same day. 01/**/2014 @ 1:50 PM: I called and spoke to a female representative and asked when the repairman would be coming with the parts that they were receiving today. She said she would call me right back after talking to her *******. I didn’t hear back from her so I called again at 4:17PM and asked to speak to a ******* and after going over the full situation with him, and telling him how costly it has been to throw food away and what it’s like not to have food available for our babies; he told me he would see what he could do to exchange our refrigerator and he'd call me back. At 6:38pm a woman named **called from the PC Richard & Son service department on behalf of her ******* that I spoke to; she was happy to inform me on his behalf that he said if the refrigerator isn't fixed by Tuesday 1/**he would issue me a credit which I could use towards a new refrigerator of my choice". 01/**/2014 @ 1:55PM: A male rep called to tell me they have they received the part today and they would send someone out on Thursday or Friday 1/**or 1/**. I immediately told him that was unacceptable and informed him of what the ******* had relayed to me and he said he would talk to his ******* and call me back. The same male rep called me back at 4:50PM and said they could now send a service repairman on Wednesday 1/**and they would give me a $50 coupon to use in their store. I told him that was unacceptable and insulting and told him to tell his ******* to keep his word! Even more maddening is that this rep told me earlier they received the part, when in fact it wasn’t coming until maybe Wednesday, Thursday or Friday according to our conversations today. FROM THE PC RICHARD & SON WEBSITE: "P.C. Richard & Son has built a reputation of Honesty, Integrity and Reliability" " technicians will come to your home with fully-stocked service vans to quickly diagnose and repair your appliance" "Should your appliance require specific parts not inventoried, these parts will be ordered and expedited" "Does P.C. Richard & Son offer in-home service? Yes, a factory-authorized service technician will come to your home for repairs on all home appliances and TVs 37" & larger. Most appliance service calls can be made in your home the very next day, 6 days a week. Loss of refrigeration calls receive top priority." P.C. RICHARD & SON HAS FAILED COMPLETELY ON THEIR WARRANTY SERVICE! If they come on Wednesday 1/**, that’s 20 days with no fridge which has been expensive to try to keep our kids fed, not to mention the full fridge and freezer contents that we lost when the fridge died. Living out of coolers and ice is impossible for this amount of time.

Desired Settlement: P.C. RIchard & Son to keep their word and exchange this broken refrigerator ASAP for credit to be used towards a new refrigerator of my choice.

Business Response: We can appreciate the customers frustration but it is impossible to have every part needed to do repairs in stock or loaded on our trucks. Customer has had this refrigerator since 2009 and this is the first service call that they have ever had on it. Customer is scheduled with parts needed to complete the repair on Wednesday, 1/**/14 and if these parts are installed and that does not resolve the issue, we will then issue the customer a store credit to 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:

We are clearly aware they do not stock the parts, they clarified that when I called on Jan 10th when they assured me it wouldn't take more than 3-5 business days to get the part(s) and that they would schedule an appointment to have a repairman come asap when the part(s) arrived.  

They called on January **to inform me they had the part(s) but they tried to schedule the appointment for the repairman to come out the following week on the **or **, *or **days later!?  

When they finally came on January ****it turned out they ordered the wrong part(s).  They then reordered the right part(s) and assured me they would have them by Friday the **and someone would come out that same day.  

AGAIN THEY FAILED AND MISINFORMED ME.

Yesterday, January **, the first thing the rep told me when he called at 1:55pm is that they received the part and they can schedule to come at the end of the week on thursday or Friday, **or **days later, which puts us at 21 days without a refrigerator.  I insisted they come immediately since they now had the part and the rep said he had to talk to his manager.

 On Friday the **, the manager convinced me to wait over the weekend by informing me that if the refrigerator is not fixed by today, January **, that he will credit me and I could choose a new refrigerator of my choice.  He then changed his mind yesterday (1/**) and told the rep to inform me that now if the refrigerator isn't working on Wednesday January **after they service the refrigerator that he would honor what he said if it's not working.  So now he's changed his mind from today to tomorrow. 

P.C. Richard & Son should have this refrigerator removed today because they obviously do not have the part(s) from what I gather.  The manager should honor his word.  

I have had to reschedule my business and make myself available on all these occasions; I have had to reschedule my employees to accommodate my schedule so they could run errands to buy ice for coolers on my balcony and food for our babies everyday for 19 days now taking them away from their job responsibilities.  P.C. Richard and son offered me a $50 coupon to buy something in their store for my troubles which is unbelievably insulting.   I have lost a great deal more as a result of not having a refrigerator for this long.  

By they way, the same thing happened with a washer/dryer I purchased from them in October of 2011; The first time I placed a service call in 2012 they ordered the part(s) and when the repairman showed up he informed me immediately they did not order the right part. Hmmmmm.......

I am not willing to do this song and dance at my expense any longer!  

Sincerely,

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





 

Business Response: We do realize that this service call has not gone as smoothly as we would have liked it to go and we apologize for that. As stated before, the customer is scheduled with parts for 1/**/14 and if that does not resolve the issue we will offer a store credit of what they paid us in 2009 to reselect a new 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 satisfactory to me and the matter has been resolved.

Sincerely,

***********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Have been going back and forth since about November with P C Richard and Dependable Appliance (the company that services P C Richard's products). I purchased a Refrigerator from them in 2011 which was serviced a few times and ultimately had to be exchanged for another fridge. The new fridge was purchased September 2012 (with warranty). Since about August or September 2013, I have been having the same issue as with the old fridge: The ice maker stopped working. Ever since I have been calling P C Richard and Dependable Appliance to resolve the matter. A technician came to the house a few times, a part was changed, and still the matter is not resolved and every time I call they keep scheduling for next week and next week, and next week. Needles is to say how frustrated I am! Not only I am willing to just have the fridge picked up or dropped off, but at this point I want nothing else to do with P C Richard and Son, for that matter.

Desired Settlement: At this point I just want for them to pick up the refrigerator and refund my money.

Business Response: A refund is not an option,  but I do see that the customer has a service appointment with Dependable set for 1/**/14. If the issue is not resolved at that time we will give the customer full store credit of what they paid us  for that refrigerator in 2012 to reselect 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:

[Your Answer Here 

We have been more than patient in waiting for them to resolve the issue. As I mentioned on my complaint, this refrigerator is a replacement to one previously purchased which happened to have the same problem. I do not want to get another refrigerator from them. If the matter is not resolved and all they can issue is store credit, they could credit my account back. 

 

 

 

 

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]

 Obviously the communication between everyone there is not good at all. Why did it take a whole week to find out the technician came to the house. And for your information WE DIDNT HAVE THE ICEMAKER TURNED OFF. We didn't even know there was a switch on and off button for the ice maker and if that's the case, how come your technician didn't catch up on that from the begining??? I'm beyond disappointed and frustrated with not only the lack of customer service Dependable and P C Richard have, but also on how dare you try to clean your hands by putting the blame on us. Not only I will never do business you them again, but I will make sure to put the word out there of how inefficient, unreliable and undependable they are. 

I thank the BBB because had it not been for you, I'm sure I would still be making phone calls and scheduling service calls for many weeks to come. 

Thanks BBB for your assistance in this matter. As far as I'm concern, you may close my file and complaint. I want nothing else to do with Dependable and P C Richard. 

 

 

 

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


Sincerely,

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



 

Business Response: We are not trying to clean our hands of anything. We can only go by the reports that we get from Dependable service and that is why I suggested that the customer call us at ###-###-#### and have a telephone representative set up a call with one of our own techs so that we can determine what the problem is with the icemaker and make a decision as to whether or not offer an exchange on this refrigerator. Closing their complaint is not going to resolve their ice maker issue but if that is what they choose to do, that is their decision to make. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Repair service requested on my dryer that I bought in the year 2010 at PC Richard & Son. The dryer was working fine except making noise. Technician came and gave me a quote for $150 plus part $52 plus tax. I authorized the technician to repair it and he came back with the parts to repair after a week. He came at 6 PM and left at 9 PM... after three hours, the dryer is not working at all. Now they are telling me (Svc Dept), I need to pay for three additional parts plus labor in the amount of $347 or get a new machine at their store.

Desired Settlement: I want it to be back to the original condition (dryer working with noise) and I would hire other technician. They advertised that they are providing the same service before and after... but this is really a scam. I regret buying all my appliances there. I will never buy any from there and will tell my friends, relative, co-workers not to buy from PC Richard & Son.

Business Response: I spoke with our service manager and he will honor the original quote and continue to repair the dryer at no additional cost to the customer other than what was orignally quoted., ($150.00 + $52.00) If that is ok the customer should call us at ###-###-#### and reschedule. They should tell the telephone representative to check with **** ******** (our service manager) to make sure that this offer is noted on the service request. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was at Astoria branch and applied for their store credit card and was approved on 08/**/2013. I purchased 2 phones at 2:20pm from the same location and left. Then I went back to the same location on 08/**/2013 to exchange a phone. When I received my bills I noticed that I was billed $1331.37 more than what I spent. I went back to the location with the bill and was told by the management that they will fix it. When I received the next bill, I noticed that it wasn't fixed. I called the customer service number from back of the card and was told that the card was issued by a 3rd party and they will investigate this. Then on November **I was sent a invoice from GE Capital. The card was used in pc Richard located in west new york, new jersey on 08/**/2013 at 2:40pm. According to the invoice I used my card at the Astoria location at 2:20pm then after 20 minutes later new jersey location it was charged for $1331.37. Also the signature isn't mine either. They are giving me problems since august of last year for a purchase which isn't mine. It takes more than 20 minutes to go to new jersey from Astoria, NY. They also can validate through their security cameras that it wasn't my transaction.

Desired Settlement: I just want pc Richard to stop giving me any more problems and give me my credit. It's a shame that a big company like this takes so long to investigate this simple thing. I should have purchase my things from best buy. They never gave me any kind of problems like this.

Business Response: I do not see the second charge that this customer is talking about. I suggest that he contact *************** who deals with those issues and he will be able to assist him In addition, if there was a second unauthorized charge Todd will get our security department to investigate this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December **, 2013 I selected a Samsung Computer for purchase at the Deer Park location. I received assistance from both the *******, ***** and ***** *********, ***********. The two discussed with me that the product I wanted was currently out of stock but would be available within the next few weeks (Around January **, 2014) . It was also explained that if I were to open a credit card, I would receive the product at the current sales price with zero percent financing. I opened a card and was asked to leave a deposit towards the computer. It was clearly explained to me that I would receive a call from P.C Richards when the computer was delivered to the store. On January **, 2014 I had not received a call and decided to follow up. I was told by a sales representative that after she looked into my account it stated the delivery was not received but they should be expecting a shipment within the next 7 days and would give me a call. On January **, 2014 I decided to call again. This time I was told by a sales representative that "whomever put the information in the computer under my account may have written the wrong item number as it showed nothing was available." This representative also stated that she would have someone call me back within the next two hours. Several hours went by and I decided to drive to the store to find out what was going on with the computer I had already purchased. I met with a manager named *******, who was not empathetic or understanding in any way. He would not share what happened, however, he called several other P.C. Richards to see if they had the computer in stock. When I asked what happened, ******* stated that "as of December **, 2013 the store was made aware that this computer would not be available or delivered." I was there for over 40 minutes and received only one apology. He did not go out of his way to assist once he learned no other store had the computer I had already purchased on the credit card I opened and made one payment on. He stated that he was sorry nobody called to tell me this information. It is apparent that if I did not go into the store to find out when I would be receiving this computer, I would have never received a call stating that the computer was not available to me. This was going to be a Christmas gift and I have not only waited patiently for the product, I had to be told the product was no longer available. *******'s advice was to look at other computers. I asked him to please refund the payment I have put on the card thus far. I will never purchase anything from this company again. They are completely unreliable and do not stand behind their motto "The company you can trust" and their word.

Desired Settlement: I would like to have my credit card cancelled on my behalf (not on behalf of P.C Richards) as well as having this cancellation in writing. That way this does not affect my credit and I can look to purchase a computer elsewhere. I would like to know that the money I used to make a payment will in fact go back into my bank account. I would also like corporate to look into this particular location and work with them on their customer service skills as well as proper follow through when working with a paying customer.

Business Response:

On behalf of corporate I would like to offer an apology for the incident at our Deer Park store location regarding this sale. It seems that Sony has decided to discontinue that model for reason unknown to us but that does not excuse the store not contacting this customer with that information. The $109.00 deposit was credited back to the card on 1/**/14. In order to cancel the card the customer will have to contact the bank at ###-###-#### as we do not have control over that. As a gesture of good faith I am going to process a $100.00 gift card and send it to this customer in an attempt to restore their faith in our company and hopefully we can once again make them a valued customer.                                             

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi, I bought LG La7400 TV from your store at 1984 86th street in brooklyn, ny on 12/**/2013 for $1,524.22 ($199.99 protection plan included). The price of TV was 1,199.99. Several days later I found lower price (by $300) at Microcenter store at *********. That store is selling this model of TV for $899. This is B&M store located in Westbury, NY. Here is the link for this TV at Microcenter's site : ************* According to your "Low Price Guarantee", If within 30 days of your purchase from P.C. Richard & Son you should see a lower advertised price from any "*********" or "Authorized* Online" retailer, we will gladly mail you a check for 100% of the difference. I went to talk to a sales representative at your store and got worst possible customer service I have ever experienced in my life. He was rude. He did not give any valid reasons and denied to honor your "Low Price Guarantee Policy". Next day I went to store again and talked to a manager, John Russo. Again, I was denied. His reasoning is ridiculous. He said he didn't know Microcenter store, if it was BestBuy, he would have honored corporate policy. He claimed that LG controls the price and didn't let him sell TV at less price. What a load of BS. He also claimed that Microcenter is not authorized LG reseller. When I told him that it was and advised him to check it through online, he could not make up any other reasons and rudely said that he didn't care and was not going to honor "Low Price Guarantee". It's the worst, worst customer experience I have ever had. Because that sales representative and his manager could not make up valid reasons to turn me down, they just blatantly and rudely denied all my claims. Here is the link of LG authorized resellers and as you can see Micro Center is indeed authorized reseller. *************** Please help me with this issue. I was so hurt that I decided to write to you (Better Business Bureau), after several times of trying to resolve problem with business itself. Thanks for your help! ************

Desired Settlement: We want to be granted the "Low Price Guarantee" policy of P.C. Richards and Son, which we are acceptable for, but for some reason at that particular store, the manager failed to meet our demands. So we want to get our 300$ difference in cash.

Business Response: This customer should just go back to the store where they made the purchase with their invoice because we are now selling that model For 1187.99 so I have no idea what the problem 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:

the price I bought for, was actually $1199.99  . And I told you the price with taxes and coverage ($1500,as it appeared on receipt) but $1199 is the TV itself. What I'm asking for is to be granted a "low price guarantee" which was for some reason violated by your sale representative and manager. And I want my $300 difference. Because comparing to official LG retailer- Microcenter, they sell that same TV model for $899.99  

 

 

 

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:

Microcenter is not a bait and switch operation. It's much more reputable merchant than you are. Check *********

I presented a document to your sales rep where Microcenter rep confirmed that TV is brand new sealed in the box selling at $899. Your store could not just find a valid reason to deny my claim and started to rudely insult me. Like you can't find any valid reason to prove that i have invalid claim now.

I have been to microcenter store today myself in westbury, long island and i saw myself 55LA7400 brand new sealed in the box selling over there. The link i provided in my previous message confirms that TV is happily in stock selling for $999 now.

What other excuse are you going to find?

 

 

 

 

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


Sincerely,

***********



 

Business Response: Our ******and our Buyers Office have both made the decision not to honor the ad that this customer has presented as it does not meet the criteria of our low price guarantee. Customer can contact our ******directly at ************* in an attempt to resolve this issue. We cannot override their decision from this end.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a five year warranty. My washer has been broken for over a week and they now tell me it will be another week to get someone here. I have four kids and I am dying from Erdheim Chester Disease which prevents me from going to public spaces (like laundromat). They canceled my appointment for repair today without telling me costing me a day of vacation time ( why wouldn't they call?!?).

Desired Settlement: Repair person here by Friday or a replacement washer.

Business Response: All service calls were cancelled due to the weather conditions in our area. I see that she is scheduled for 1/**/14. If she needs a sooner appointment please have her call ###-###-#### and ask the telephone representative to get a supervisor involved to see if a sooner apopointment is possible.

Consumer Response: Better Business Bureau:

I have spoken with the business in reference to complaint ID *******, and they have sent someone out to fix my machine. Therefore the matter has been resolved.

Sincerely,

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


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new refrigerator on 12/**/13 from Sales Counselor: **** Harry. The new refrigerator was delivered on 12/**/13. I contacted Richard at P.C. Richard & Son store#70 on 12/**/13 that my refrigerator/freezer was not working. A service contractor of P.C. Richard & Son (******) was sent to my home on 12/**/13. The repair contractor noted that the Evap fan was not circulating in the freezer. He removed the inside of the freezer wall repaired the fan. Then the refrigerator/freezer started working.The repair contractor took photos, stated that P.C. Richard & Son would reimburse me for my food/refrigerated medication loss and wrote down the notation of my loss on my invoice. It took a day and a half for the repairs to be complete. During this time I lost a total of $400 of food/medication. I was told by ****** to contact ###-###-####. I then reached out to the service department who then had me contact ###-###-####. For reimbursement for my loss. I was told by the representative that they would not credit me for my loss. That I would receive a $25 credit.I then decline and drove to the store #70 where I spoke to ******* (In store *******) and ****** (*******). ******* then contacted **** (Service Office *******). They declined to honor the invoice. I was told by ******* that I told ****** the service contractor to take pictures and write down what I lost in food/medication.

Desired Settlement: I would like for my food/medication loss to be honored based upon the written invoice.

Business Response: The refrigerator in question is under the manufacturers warranty and this customer should be trying to recooperate their loss through Frigidaire not PC Richard. We did not manufacture that refrigerator and its failure to operate falls upon Frigidaire at this time. Had this happened while the customer was under our extended warranty our provisions for that type of loss is only for $100.00.

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 a extended warranty with P.C. Richard for 2 years. it was purchased the day of purchase. 

I reached out to Frigidaire at ###-###-#### and was told that P.C. Richard is responsible for my food loss. 

 

 

 

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]

 

 Based upon my attached invoice from P.C. Richard I was told that I would be reimbursed for my food lost by the P.C. Richard service contractor. This should be honored for my loss.

 

 

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


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




 

Business Response: We don't doubt that the customer lost food and took pictures and had the tech verify this but we do not cover food loss. The refrigerator is under the manufacturers warranty and in some cases Frigidaire will cover some food loss. I also see that the customer has been issued a credit to reselect a new refrigerator. Customer should call us at ###-###-#### and speak to a ********** and they may at least allow $100.00 for food loss which is what would have been covered if the customer were under our extended warranty, (which they are not at this time) not until December 2014. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bough a washer about three years back with a ten year warranty. about a year back the machine started having problems and ripping my clothes. I called the service department and after several visits and complains they were able to report all the issues. about two weeks ago the machine started acting up again and PC Richard send a third party to look at the washer, they determine that the machine is not repairable. when I called to see what was going to happen I was told that I was going to get the machine replaces and the warranty was going to continued to the new washer; however, they needed the report from the third party before anything can be done. after a week of not hearing back from them, I called to see what was happening. I was informed that who ever told me that previous information never noted my account and I was given yet a different information. I was told that I will get a credit and I would lose the ten year warranty on the washer. I called PC Richards to find out who much a new washer goes for and the credit in not enough to cover the value of the washer. I would have to pay about $400 out of pocket for the washer and a new warranty. since fed. 2013 I have been given the run around and I'm stuck with a broken washer and a useless warranty that cost over $150.00

Desired Settlement: I would like my broken washer to be replaces with the same color (red) to match the dryer and the rest of the warranty to apply to the new machine.

Business Response: There already is a return authorization on this customers invoice and as per the supervisor that she has been dealing with and he  will carry over the  old contract to the new washer that she reselects. In the event that red washers are no longer available for sale we will either continue with the repair  of their washer or offer to exchange both her red washer and red dryer and carry both contracts over. However, all we can do is give full credit of what they paid us for the washer & dryer back in 2011 so if the new products that they choose are more expensive, they will be responsible to pay the difference in cost. This resolution is actually over and above the terms of our extended warranty which states that once we exchange a product the remainder of their service contracts are satisfied by that exchange.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Asus brand laptop, model No. X200CA-DB01T, on Black Friday for a Christmas present from the Manalapan store. When it was opened on Christmas the laptop was not working properly. We attempted to return it to PC Richard for a replacement on 1/**/13 but we were told that we could not exchange it, instead it had to be sent out to their service center. I was told by the manager Goodwin that it would take less than a week for the service to be completed, it has now been over a week and I have heard not heard anything. I returned to the store on 1/**/13 to inquire on the status of the laptop and was told it was just given to a tech on 1/**/13 and would take an additional 2-3 business days to run diagnostics. This was a brand new laptop, there is no reason it should have to be sent out for service, it was malfunctioning from the day we took it out of the box. I should of been given a brand new replacement laptop for the malfunction laptop that I purchased not had it serviced. As a long time customer of PC Richard I am extremely unhappy with the service I have experienced and will no longer be a customer of theirs.

Desired Settlement: I do not want to do any more business with this company and would like a complete refund of my purchase in the amount of $406.58. I purchased a brand new laptop not a refurbished laptop, and what I am receiving is basically a refurbished laptop. I no longer have trust in any of PC Richard's products or their customer service being that this is not the first time I have experienced malfunctioning products from this company, therefore I would like a complete refund not a serviced laptop or an exchange. I should not have an experience like this when purchasing a new product.

Business Response: According to the techs notes in the system, all this unit needs is a new battery which has been ordered. Customer can contact our computer service manager at **************** to discuss exchange that they request.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our refrigerator is defective. It is heating up instead of cooling. We called the service department and we have not had a resolution since. Three visits have been made and still no resolution. We are now on December ***********still waiting on a fourth visit. Very unhappy to spend the holidays without a very much needed refrigerator. We have children and elderly in this household and have to be inconvenienced without a refrigerator during the holidays and while the children are off school.

Desired Settlement: We just want our refrigerator to be fixed/replaced. The refrigerator is months old and there is still no resolution. The company is handling the repair in a very poor, inconsiderate manner. We are very dissatisfied and will NOT recommend this vendor to our worst enemy.

Business Response: Evaporator needed to complete this repair will be in tomorrow. We will contact the customer as soon as it arrives so that we can set them up to have the parts installed on Saturday 12/***/13. In the event that does not happen or that the repair is not successful, we will then issue a return authorization so that the customer can contact the store for an exchange.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/31/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for ***** inches Vizio HDTV on December ***. My order number is ***********. I received the TV on Friday, December 13, but after opening it, realized it was much bigger than I expected, and was in fact too big for my bedroom. I packed the TV back up and contacted PC Richard on Monday, December 16 to request a return. I was however told I could not receive a return because the TV, which cost $699.00, was over 50 inches. I am highly upset. Why? Because on the link to the product page for the TV, there is ZERO mention that this sale would be final, or there would be no refunds offered. I'm even willing to cover the shipping costs to my home since I received free shipping in other to return this TV. I was also willing to exchange it for a smaller 50" model of the same brand (Vizio). They however do not carry it. I find it highly unethical that a company of this size and magnitude would not offer a return on such a high priced item. Even more unethical that they wouldn't indicate on the product page (link is below) that this sale was final. I am writing because I still want to return this TV for a refund. I will be shipping it back on my own cost. I am also willing to cover the cost for the shipment to my home. ************************************************************************************

Desired Settlement: I would like to ship back the TV (while the box has been open, it's still in new condition) back to PC Richard. And be issued a full refund minus the cost to ship it to me (this will be verified through the shipping company).

Business Response: Please contact our Internet Sales manager at ****************************** and he will be able to assist you in getting this matter resolved.

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 (PC Richard) instructed me to contact a sales person via email. I first emailed this person 3 days ago and did not get a response back. I sent them another email 48 hours later and still no response. All they have done is waste my time. Thank you.]

 

 

 

 

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


Sincerely,

***** ******




 

Business Response: As per the notes on our system  from ***** ********** on the customers invoice **********, we are accepting the TV in question back and  he will be issuing a refund. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i call PC Richards & son store at *** ******* *** ** ********* center . i spoke to the customer service operator and i ask her on the phone if they had a Sony ps4 in stock and she told me yes so when i got to the store everything change... the ps4 is only $399.00 so I told the ******* at the store that i was only buying the game console which is $399.00 and he told me NO you gotta buy a game and extra controller or we can't sell you the game console so they make me buy $120.00 dollars on a game and an extra controller that I Didn't need.. I told the ******* that the customer service operator never told me on the phone that in order for me to buy the ps4 i had to buy $120.00 dollars worth of extras. i had no choice but to buy the game and something that was $3999.00 end up costing me $564.00 dollars. i have a 12 years old son that is expecting to get a ps4 for Christmas and i wasn't gonna let him down but at the same time i feel that i should be able to buy what i need not what PC Richards wants to sell me...

Desired Settlement: to let the customer buy what they need not what they forcing you to buy

Business Response: The item in question was advertised at the $399.99 price provided that the games be purchased in order to get it at that priced. No one "forced" the customer to purchase anything. If they did not want to comply with the provisions of the advertisiment, then they should not have purchased the item.  

Business Response: Please contact the store ******* at the store where you made that purchase or his district ******* as they will probably have to override our buyers program in order to take back the controller and game provided that they have not been opened.

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 so much for doing that for me. I wish they would have done that for me earlier
thanks a million
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/25/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: have no response on what they are doing with that. I also have complained about problems with the dishwasher and how it is cleaning. Again I am told to change the soap or to purchase a cleaning agent... not to repair the unit.I recently contacted the customer service line to have my stove repaired. I have a 10 year warranty on the item and it 5 1/2 into the warranty. I was finally able to get a ************** out to the house to service the stove on December ** roughly 2-3 weeks after I called and explained the situation to customer service. I explained that the stove and warming draw had turned on by themselves. I explained that this had happened more than once and that no one had touched it. The ************** looked at the inside of the unit took a few screws out and did not notice anything that he deemed to be a problem. He stated that he would need to contact Kitchenaid(the manufacturer) and he would be back in touch with me. On Monday, December ****, he called me and explained that he spoke to the Engineering department at KitchenAid and that they had nothing on record of this happening. He told me that I needed to get in touch with the manufacturer and handle it with them. I was able to contact the company today and I spoke with the ************** who stated that the warranty is with PC Richard not with Kitchen Aid. She went on to tell me that although this has not been recorded, it does not mean it couldn't happen. She also stated that because PC Richard was unable to diagnose the problem/fix the problem/order parts , they should rectify it by replacing the unit. I asked her what I should do and she recommended contacting the company again and explaining what she stated. I am really fed up with this company as I purchased warranties on all of my appliances and everytime someone comes out they are unable to fix the problem. This happened with some of the other appliances and I am always told that there is something I am doing wrong or something along the lines of it is the way it is. I have an issue with my dishwasher basket as well where a part has rusted off and I

Desired Settlement: I would like PC Richard to give me a credit for what the unit was purchased for and to purchase a replacement (new unit) from them. I would also like the remaining 4 1/2 years of service that is remaining on this unit to be added to the next unit or give me a credit for that time towards the purchase of a new 10 year contract. I feel that after spending close to $15000 over the past few years on appliances and purchasing their warranties to cover these types of issues, they should honor them. I have wasted my time having the rep come out and did not fix anything in terms of the stove. I also feel that telling me to call the manufacturer was not what I was supposed to do.. again wasting my time. I want a unit that I do not need to turn off the circuit breaker when it is not in use as if I leave it on I don't know if f the unit will malfunction and cause a fire in my house. I would like this taken care of as soon as possible.

Business Response: Customer has been issued credit on invoice ********* of what he paid for this range in 2008 to reselect a new range. As per the terms of our contract, the remainder of their contract is satisfied by this exchange. We will pick up the old range at the time that we deliver the new range that the customer selects. We will uninstall the old range and reinstall the new range at no cost to the customer but if the new range that the customer chooses is more expensive than the credit that we have issued, he will be responsible to pay the difference in cost. Customer can go to any PC Richard store to use the credit that has been 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.

Sincerely,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a washer machine( GE) and it shreds my clothes.I had a man from P.C.Richard come and he said nothing can be done. I don't understand the purpose of a washer machine if you can't wash your pillows or jackets .

Desired Settlement: I would like to either have P.C.Richards offer me a different washer machine or replace this one.

Consumer Response: I did put the date of purchased July. 2013.and Model number I have to check.

Business Response: Customer can contact the store where they made their purchase, as a return authorization has been placed on their invoice ********** so that they can go to the store and reselect a different washer or if they want the same make & model, all they have to do is call the store and they can process the exchange over 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,
******** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Sharp Aquos Lc70LE857U on 6/**/13, from **** *** of the Jersey City *** *****. It was delivered by two drivers it was dropped off at my residence, but never taken out of the box to confirm the condition. Since this was a gift for my wife for completing her chemo treatment it remained until then. When I took it out of the box I noticed the tv had been damaged on the side which in turned broke the glass. I have tried everyway to come to an agreement to have the problemed resolved, spoke to Sharp directly about warranty but they will not cover it, spoke to **** the mgr at the JC ***** to no avail and PC Richards corporate offices to no resolution. According to ***** policy the delivery consists of delivering the item as well as taking the product out and examining for any potential issues. The paperwork I signed off on cleary states that is was delivered but not inspected or installed in any way. The ***** continues to state that it was, I have paperwork proving otherwise. No I have made high ticket item purchases from the ***** before, so I shocked that this is the treatment they offer a return customer.

Desired Settlement: I looking for an exchange of the above item as originally purchased.

Business Response: According to a copy of the delivery receipt from the day of delivery, the customer signed that the items delivered were received in satisfactory condition. They also initialed that they received the remote control that comes with that TV. The District Manager of the ***** where this purchase was made is also aware of this situation. In addition, we have spoken to the head of our installation department and he stated that we would never leave any TV in an unopened box just to avoid incidents such as this one. That is why the customer paid an additional $52.43 to get the TV delivered and inspected for damages. If this customer wishes to discuss this with the District Manager they can contact him at ************************ as he would have the ultimate decision regarding 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:

 

[Your Answer Here]

With respect to the *****'s response, I paid for and signed off for delivery of goods only.  The TV was never taken out of the box or inspected by the delivery folks.  I would like see proof that PC Richards makes customers aware that what they are paying for in terms of delivery also includes inspection and set-up upon delivery.  I would also like to see proof that I signed off on inspection of the goods by the ***** delivery folks. 

At this point, all I am seeking is an exchange of the TV.  If I have to go out and buy a new one, I will have no other recourse but to take legal action and request a refund rather than an exchange.

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


Sincerely,

******* ****




 

Business Response: First of all, no logical person would believe that someone would purchase a new TV and keep in in a box for 6 months before opening it up. That being said, I am mailing a copy of the delivery receipt that this customer or whomever accepted the delivery at that time signed which shows that the merchandise was delivered in good condition with no damages. If this customer wishes to take legal action, that is his perogative and we will present the original of that signed delivery receipt to the court at that time. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i ordered a item from this company on the November **, 2013 and I was suppose to receive my item in 3-5 days through delivery from their company and have paid my money for the product and have not received it because they have stated now that they have to order the item from the manufacturer but have the item available on their store webpage and have accepted payment for the refrigerator. It does not make sense to collect money for an item that is said to be in stock but then they don't have the item and have told me to wait 2-3 weeks for the product which I paid for.

Desired Settlement: I want my Refrigerator Product delivered to me ASAP without any defects or other problems...

Business Response: That refrigerator is not currently in stock at our warehouse but has been ordered from Haier by our buyers office and is expected to arrive the week of December **** as it is currently on back order at Haier. We will set up a delivery date as soon as we receive it from Haier.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: After visiting the store and being given a price, I ordered a stove by phone. When it was delivered, there was no legible invoice. The stove also had a design flaw in that it did not fit flush against my wall. After immediately calling the store, I was reassured that a filler piece would be ordered an installed. When I further asked for an invoice I was told a 10year warranty had been added to my bill despite my repeatedly refusing one. I was then told that the price of the stove would no longer be honored. I was also told that the installation cost of a ***** dishwasher, bought on the same day would be refunded to me. This has not happened

Desired Settlement: Credit to my credit card and installation of filler piece. Refund of the ***** dishwasher installation fee If that is not possible, the removal of the stove with full credit including delivery and installation costs

Business Response: Customer should contact the district manager for that store, *** ***, at ********************* so that he is made aware of all these issues and he will be able to refund what has to be refunded on this invoice.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an LG refrigerator from P.C. Richard & Sons of Wayne, ** ** ***** ** ****, on April **, 2010 along with a 5 year additional warranty protection. My invoice # is ************. My problem started within 6 months from date of purchase. It stopped working. I called P.C. Richard & Sons , and was told a tech will come out to view the problem. After ordering new parts initially, the tech came out and fixed the problem within 2 weeks. I figured this would be the last time I would have to go through this nightmare. I was wrong! The refrigerator has stopped working at least 10 times from the date of purchase till now. Every time its a different excuse, but the same problem. The Techs will come to my house, look at the problem, order new parts, wait two weeks, and then fix it. This is a huge problem for me, as I have to take a day off from work, each time they come to my house, and also the refrigerator not working during the repair time. My refrigerator is currently not working right now. I called P.C. Richard & Sons during the week of November ** to November ** of 2013, to let them know its not working. The Techs came to my house on Dec. *, and told me a new excuse that the fan and a computer chip is not working, and would have to order new parts. They did not specify to me when the parts are coming in, and when this problem will be fixed, only leaving it at -when the parts come in, will fix it. I called P.C. Richard & Sons to complain and ask them to either replace the refrigerator, or refund my money in full. Their response was that I can not receive either a refund, nor a new refrigerator. Only thing they can do is fix the problem. I tried to explain to them that this is more than a problem as this refrigerator has broken down so many times from date of purchase. I will be happy to end this problem at the earliest as I have kids living in my house, and it is very hard to live when the refrigerator keeps breaking down. P.C. Richard & Sons have all logs under my telephone number **********

Desired Settlement: I think P.C. Richard $ Sons has a responsibility to take care of their customers. They sold a brand new Refrigerator that keeps breaking down. Either replace it, or refund the money.

Business Response: Parts need to complete this repair are in and if the customer calls us at ###-###-#### a telpone ************** can set up a date to have them installed. If these parts do not resolve the issue, we will then issue the customer full credit of what they paid us in 2010 to reselect a new refrigerator. The remainder of their service contract will be satisfied once that credit is issued.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To Whom It May Concern, On 7/**/12, I purchased an LG washing machine (Model #LG ******) along with an extended service protection plan (******) for five years. The extended serve protection plan was $203.21 after taxes. Then, on 9/**/12, due to the devastating damage brought on by Hurricane Sandy, the washing machine was destroyed beyond repair. Despite this fact, P.C. Richard refused to refund the money for the extended warranty. Additionally, it is important to note that I had paid off my finance plan for the washing machine by this time. My account number with P.C. Richard is **************** and the applicable invoice number is ************* Please help me resolve my dispute. Thank you. Sincerely, ***** ********

Desired Settlement: I would like for P.C. Richard & Son to refund the total amount ($203.21) of the extend service protection plan.

Business Response:

That is not a problem nor has it ever been a problem since we have already refunded hundreds of contracts due to the Sandy storm. I do not know who this customer ever spoke with in the past to get that refunded as there are no comments on their invoice that they have ever spoken to anyone in our company in order to get that done. Since their credit card account has been paid in full I will process a check to their home address for the refund of that contract which will take 10 to 12 business days for them to receive. I will mail them a copy of that transaction today. 

   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: P.C. Richard & Son mailed a flyer to my house in Connecticut which had a Mr. Coffee 4 cup coffee maker "MRCOFFEEDR5" advertised for $9.99 "IN-STORE & ON-LINE" "2 DAYS ONLY" "SUNDAY & MONDAY" 12/*/13 & 12/*/13". So on Sunday 12/*/13 at 2 pm I went to purchase the coffee maker advertised ON-LINE. I could not find the coffee maker at P.C. Richard & Son website www.PCRICHARD.com/cybermonday listed in P.C. Richard & Son flyer. So, I used the "CHAT" feature at their website to ask about the above coffee maker advertised. Here is a copy of the dialogue I had with the "CHAT" person. "Who do I have the pleasure of speaking with? you: *** *****: Hello ***, how can I help you today you: I want the Mr. Coffee in your flyer "MRCOFFEEDR5" FOR $9.99 on sale 2 days only Sunday & Monday but I cannot find it. The flyer says IN-STORE & ON-LINE? *****: we have been made aware of that, unfortunately it is currently only available in the stores, if you call ###-###-#### opt 1 we can place the order for you however there is a shipping charge you: You are quilty of false advertising and I will report you to the BBB and will not patronize your store. I want the coffee pot you advertised as you advertised, plain old simple illegal "bait and switch". *****: I apologize for this situation is there anything else I can assist you with? you: No, you have been no help! *****: I do apologize we can assist you over the phone if there is nothing else I can do you for have a nice day"

Desired Settlement: I want the coffee maker in their flyer at the price they advertised $9.99!!!

Business Response: That product is now also in our warehouse so they can order it on line and have it shipped as per the flyer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ON 05/**/13 I PURCHASED THE FOLLOWING ITEMS. 1 SAMSUNG REFRIDGERATOR. 1 SAMSUNG GAS RANGE STOVE WITH A MICORWAVE ATTACHED, 1 SAMSUNG DISHWASHER UNIT. I PURCASED ALL 3 UNITS FOR THE AMOUNT $5679.35.ON THE DAY THAT THESE PRODUCTS WERE DELIVERED. AFTER THE INSTALLATION WAS COMPLETED , I HAD SEVERE PROBLEMS WITH THESE PRODUCTS. THE REFRIDERATOR HAD MULTIPLE STRACHES ON THE DOORS OF THE REFRIDGERATOR. AND SOMETIMES HOT WATER COMES OUT. THE MICROWAVE THAT IS ATTACHED TO THE STOVE DOES NOT WORK THE DIGITAL KRYS ARE NOT FUNTIONABLE.THE DISHWASHER DOES NOT WORK. THE TRAY IS NOT ROTATING PROPERLY SO I* UNABLE TO USE THIS UNIT. I HAVE CALLED THE* ON THREE OCCASIONS. ON THE FOLLOWING DATES 08/**/13 PC RICARDS SENT SOMEONE TO LOOK AT THE MICROWAVE. THE RESULT FRO* THIS VISIT I WAS TOLD TO TOUCH THE (PRESS TO CLEAR KEY PAD) THIS DOES NOT OPERATE THE FUNTION OF THE MICROWAVE. ON 11/**/13 I CALLED P.C. RICARDS DIRECTLEY.P.C. THEY SENT ANOTHER TECHICAN. THIS PRODUCTS DO NOT WORK. I CURRENTLY HAVE A MANUFACTORS WARRENTY FOR 5 YEARS. P.C. RICARDS DOES NOT BACK THEIR PRODUCTS THAT ARE DEFECTIVE.I NEED THE* TO REACT 100%. I NEED PROCDUCTS THAT WORK OR I DEMAND MY MONEY BACK. THANK YOU FOR YOUR CORPERATION ******* * ******

Desired Settlement: I NEED 100% COMPLIANCE OF WORKING REFRIDGERATOR,STOVE AND MICROWAVE. I NEED THESE ITEMS REPLACED WITH AN OTHER BRAND THAN SAMSUNG.

Business Response: That is not an option. This customer is under the manufacturers warranty and in accordance with their merchandise policy these products must be deemed unrepairable before they can be exchanged or replaced. Customer should call us at ###-###-#### and request service from our own PC Richard factory authorized technicians to see if that is in fact the case on all 3 of these products. If that is so, then we can appleal to the manufacturer for a return authorization and will have no problem receiving that from them.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a computer from p.c. richards in *******, after another computer i ordered directly from ****** ******* failed to work. the monitor will not receive a signal from the tower. i purchased a similar model ****** ******* from p.c. richards, as well as a monitor and that along with three other monitors failed to send a signal to the tower. all four monitors work on my current computer. the monitor from p.c. richards is currently functioning on my old computer. i was talked into getting a store card, buying a technical support package, and discounted on a security suite i said i didn't need, but i was never told about a return policy that doesn't allow you to open a product to see if it works. i called less the 24 hours after discovering this computer like the other has the same issue. i was repeatedly told i needed an adaptor, i have 4, they come with the computer, and i bought 2 as well as new cables thinking they might be the problem. they were not. the problem is the computer. thinking a compatible monitor might be an issue i agreed to buy a monitor from your store at the employee discount price, aprox. $20 off. this monitor doesn't work on the computer i purchased, nor does my old ****** monitor, a brand new **** monitor,and a brand new ****** monitor. all 4 work on the old computer i'm trying to replace. i called again to get my money back, and i'm obviously supposed to repackage the product, bring 4 monitors, and drive for the third time to the store for someone there to determine the product is useless, and suffering from the same flaws as the ****** ******* i ordered directly from the company, which is also being returned. if the tech people at your store find an issue they will give me my money back or replace the product. well there's a major issue and requiring me to move half a computer store worth of equipment to the place of purchase to prove a point. i was offered service to come to my house, but i don't have the time to wait around. all you store carries is ****** ******* and i don't want another computer from them, so you have nothing to offer. i wish to be refunded the $1063.46, which includes the computer purchase price, the service package price, and the technical support price. i am forwarding a copy of this letter to several local t.v. stations that handle situations like this. sincerely, **** ******

Desired Settlement: full refund of my purchase price plus the ad-ons.

Business Response: Our company policy does not permit refunds on computers. I suggest that since the customer has technical suppoort that they find the time to have someone come and check everything out to see what the issues are.

Business Response: Not a problem. Complaint should be kept open until customer receives a response from the District Manager since he is the only one that can authorize a refund of the computer in question. I suggest that the customer contact the store again so that they can get the District Manager to reply to 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.

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

 

as of november ****, 1013, pc richard and son has given me a full refund. thank you for your help.

 

sincerely,

*** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/3/2013 Problems with Product/Service | Complaint Details Unavailable
12/3/2013 Problems with Product/Service | Complaint Details Unavailable
12/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Recently purchased a lg dishwasher in May from PC Richards. Lately I have been having an issue with a drainage pump and called their call center to schedule a service appt. unfortunately I had to wait a week and a half to arrange the appropriate date and subsequently took the day off of work. On the day of the appointment the tech rep provided me with a 3 hour but never showed up and received a call from PC Richards that my appt had been cancelled. After barely missing the call, I ran outside to see if the tech rep was still out there and he was not. I called PC Richards back immediately and was told that I need to reschedule. I am very disappointed that, not only my dishwasher is faulty after 6 months but PC Richards can not repair their equipment when promised. As a result of this behavior I have to take another day off from work and am forced to stay home for another 3 hour window. The process of calling their call center is not pleasant and their customer service reps are down right rude. I've spent many thousands of dollars to support this regional business when many big box stores provide lower costs and better service support.

Desired Settlement: Desired Settlement: A Phone Call

Business Response: I do not understand. According to the notes on our system regarding this customers invoice *********, one of our techs was at their home today and serviced the dishwasher and it tested ok when he left. The tech cleaned filter and drain undersink and secured and repaired the  connection on the drain pump assembly. If that is not the case, I suggest that the customer call us at ###-###-#### and ask to speak with a supervisor.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: PC Richards delivered and installed a new ** dryer in my home five years ago. The installer stuffed the duct through the side of the machine without actually connecting it to the blower AND without closing up the vent at the back. This is obviously a HUGE fire hazard. The whole inside of the dryer is covered in YEARS of lint. I called customer service because at the time of purchase I bought the 10 year warranty, but they said that the installation is only warrantied for 1 year so it was not their problem but perhaps the store would be willing to help me. The customer service woman claimed that someone at the store would call me back that day. No call ever received. So the next day I called the store and argued with a gentleman named ******* ****** for 45 minutes. He said that there was nothing he could do to help me and that the customer service manager told him that they would not touch the machine -- truly shocking since I purchased a 10 year warranty!!!! He was unhelpful and referred me back to the ***** number. I next spoke with **** ****** who only very reluctantly agreed to send out a technician. But he said the technician would only be verifying and diagnosing the situation because they did not believe that their installer would have installed the machine that way and that it must have been someone else (!). When I requested that the technician at least bring the parts required to connect the side vent, he said that was not possible.

Desired Settlement: PC Richards needs to take responsibility for this and clean up and properly vent my existing machine so it does not pose a fire hazard or provide a new machine immediately. I am absolutely shocked. We are a family of 5 and cannot wait for weeks for this to be resolved.

Business Response: Our tech went out on this call on 10/**/13 and I see that he has ordered the part needed to rectify this problem. We are covering the part needed under the customers extended warranty and will contact them as soon as the part needed arrives.

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 has not been resolved and has in fact been compounded.  PC Richards came on November *** to properly install the side vent on the dryer.  I was not home at the time of service, so access was coordinated with the super in my building.  I returned home to find that the dryer had been re-installed with a rear vent, not a side vent!!  This means that the machine now protrudes 6 inches from the cabinetry in what was already a very small laundry room.  Furthermore, the machine now no longer works -- the clothes spin around for hours without drying.  
 
Any help in resolving this situation would be much appreciated.

 
Sincerely,
*** ******** 

Business Response: The call on 11/*/13 was not to reinstall the dryer with a side vent. It was a service call for the dryer and our tech installed a drum roller assembly in order to do the repair. If the dryer is now not working I suggest the customer call us at ###-###-#### and a telephone representative will set up a service call for the dryer. As far as the side venting issue goes, I spoke with out installation manager **** ******** nd he informed me that back in 2008 this customer did not contract us to install a side vent and these dryers automatically come to be vented from the rear. I sugges they contact **** at *************************** to see if anything can be done at this time to re-install the dryer with a side vent.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Bosch dishwasher and it does not work. I have had several service calls and have been told that we and the installers are doing several things wrong... 1st the filter was not installed properly at the time of installation, Next we are not using the right soap (although we are...mostly), not rinsing the dishes clean enough, not using rinse aid enough. While all of these suggestions were not only an insult to my intelligence. I believe the brand of soap is also just as described, at best, a suggestion. And PS, at the time of the first issue, we were still using the recommended brand provided at the time of purchase... so there goes that theory. WE had some other brand of soap that is essentially the same that I wanted to "finish off" too, but I think the consumer should be able to choose which soap they like Our first service call was admittedly after the one month period of replacement as told to us at the time of first complaint... but in truth we were not even using the appliance because shortly after it arrived we went on vacation for several weeks... so it sat dormant, working about as much as it did when we tried to use it. At first I thought the gritty particles and slimy feel of the dishes was because the load configuration was not right, but with previous machines, I have never seen them be so fickle, occasionally something would not get clean. So I was careful to load the dishes in what seemed to be the best way to assure they would see water... In other words, I was already making concessions and putting in "light" loads... and already I had to concede any thought of saving money. This machine left dirty, more than that, gross smelly dishes in every load. In response to this I have spent a great deal of time pleading my case, and trying to get the PC Richard and Bosch folks to make this right to no avail. I have basically spent nearly a thousand dollars to have a silver box that shoots dirty smelly water on my dishes after I have already done 90% of the job in washing them. It really is unacceptable. I just wish someone could spend some time resolving this for me as I have already made many calls (8 or better) and have in good faith and in earnest tried to ask for help from the service folks. I have never had such a difficult time as a consumer. Dealing with management has not escalated the level of professionalism or customer service, rather, it has pushed me towards expert matadors better suited to avoiding every attempt I make at getting a suitable resolution. I truly believe that the problem is not indicative of PC Richard, Bosch, but rather the mechanisms which they have allowed to isolate themselves from legitimate failures of product... I wish to believe the people are trying to help... but good intentions and a system which puts the burden of work on the consumer is surely not the contract that I intended to enter. If I wanted to enter such an arrangement, and an additional burden on me, I could simply wash the dishes by hand... but before I do, I think it would be fair if the machine you call a dishwasher be returned, and I have my money back. I will deal with the *******fingers and install an extra cabinet to store some competently cleaned dishes.

Desired Settlement: I am completely unhappy with the product, period. The function, the assertions by company reps that it was a user issue, and the difficult time in getting this resolved. I would like the opportunity to return this dishwasher and replace it with a working model, preferably a different brand, and one that does not "save" energy and water by being completely ineffective at rinsing dishes that must already be clean before "washing" them in it.

Business Response: We have given this customer credit to exchange or reselect on their invoice *********. All they have to do is to go to the store where they made their original purchase and use that credit to reselect a different dishwasher. All the information that the store needs to process the credit will be on that invoice.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purshased a haier dryer and washer from pc richards on may ** 2012 it was under warranty for one year. the dryer had to have service three time in 6 months time every service person that came told me yhat all defective parts were changed , its now a year and half later and the dryer does not dry pc richards told me to call the haier company when i called them they told me to call pc richards icall ***** and spoke to a supervisor he told me that there was nothing they could do i paid 356.00 and i can not get any help with this apparently defective machine

Desired Settlement: iam a single mother of one child i only do laundry twice a week this should not be happening

Business Response: The problem is that the customers manufacturers warranty ran out in May of 2013 and they do not have an extended warranty with us for repairs. They should contact ***** to see if they will allow a free service call as a concession due to previous service issues with the dryer. Other than that all we can do is service it on a COD basis.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 32" flate Toshiba in 2011. The item was listed for $500.00, but I waited for it to go on sale for $300.00.After twenty four (24) months, the TV died. I contacted PC Richard and they told me to bring it in for examination at a cost of $25.00. They examined the TV and said it would take another $200.00+ to repair.I feel that a $500.00 television should last more than twenty-four (24) months. My current TV is over thirty (30) years old and has never needed to be repaired. The picture I get is super clear.I strongly feel that a $500.00 TV should last more than twenty-four (24) months, and the warranty should be disregarded.

Desired Settlement: I would like to have the TV repaired or replaced at no cost to me.

Business Response: I can appreciate this customers position but we do not manufacture these products and their manufacturers warrant ran out in August of 2012 and they do not have an extended warranty with us. If they contact our service manager at ************************ perhaps he acn reduce the cost of the repair for them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 1O/**/2013 I purchased a Frigidaire Gallery - Refrigerator Model # **********: price $1,169.97 . The refrigerator was to be delivered by installer . A service contract was also purchased for $159.99; Deliver Charge was $175.00. Total purchase price $1,634.76. Invoice # *********** ( Purchased at ****** store #* * ****** ****** ***** ******* ** *****) ******** ****** - Account # **** Delivered to ****** ****** The refrigerator was delivered to my daughter on October **** at the following address: ****** ****** - * ******* ********** ******* ** *****. Upon delivery the refrigerator was set up by installers and brought into the home without the box. Within a week the refrigerator and freezer system stopped working, we lost food, meats, frozen foods milk and dairy items etc. We called for service on 11/**/2013 the service contractor came on the same day, his findings as stated was that the computer board and the water filter was broken. He offered to order parts for replacement . I ordered a new item not a reused refrigerator, therefore I should not accept repairs. I called PC Richards and was assured that I would receive full reimbursement/refund the number called was ###-###-####. After waiting without a refrigerator for more than a week I returned to PC Richards at ****** **** in ****** to inquiry as to when or what was being done as to my refund and a pick-up date. I was told by the manager that since the refrigerator was taken out of the box, I am not entitle to a refund however, how would I know that the item was defective without taking it out of the box? Also, as previously stated the installers removed it from the box prior to bringing it in the house. I was informed by PC Richards that it was up to the individual store to refund my credit. According to the PC Richards policy their is a 30 day Merchandise Return/Refund Policy.

Desired Settlement: Pick-up your refrigerator as soon as possible and credit my account.

Business Response: Cutomer has been issued a full store credit to exchange the refrigerator in question for a new one or to use that store credit to reselect a different make and model. We do not issue refunds on home appliances as per our Merchandise Return Policy which is posted in all of our stores. We do not expect a customer to accept service repairs on a product that is that new and that is why we issued the full credit to exchange or to reselect. All the customer has to do is to contact the store manager at the store where they made their purchase and give him their invoice number ********* and he will process the exchange for them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In December of 2010, I had purchaesd a brand new ******* PN58C8000 58" plasma television. I had also purchased a 3-year extended warranty for the product. Roughly 6 months ago, i began experiencing some significant picture issues with the television. I had called PC Richard to come take a look, and they acknowledged a defect and replaced the panel. I was satisfied with the result. However, two weeks ago, the television completely stopped working all-together. I called PC Richard tech to come out and take a look, and he informed me that the TV had "physical damage" as a crack was noticed underneath the screen. I explained that there is absolutely no way that it was something that physically happened to my television - nobody has handled it or moved it since it was repaired 6 months ago, and nobody was even in the house between the time we last shut it off, and the time when we tried to turn it back on (didnt work!). I have since done plenty of research online about this issue and it seems to be fairly common among brand/type of television. I then called the store directly and the store manager agreed to come to my home to take another look. Upon seeing the TV, he agreed with me that the crack was INTERNAL and was not caused by impact. He then relayed the information back to the service center and told me to follow up. I followed up yesterday and was informed that even though they do agree that it was NOT something that was caused by impact, they will not honor the warranty because they know that ******* will not reimburse them for a new panel. That explanation is particularly troubling to me, because my warranty is with PC Richard, NOT with *******. It should not be my problem whether or not PC Richard will be able to receive reimbursement from a manufacturer. I am currently in posession of a completley non-functional television that i've invested almost $3,000 into. My Work Order # at PC Richard is *********. I purchased the extended warranty in order to protect myself against an obvious manufacturer defect, however that warranty is not being honored. I cannot accept the fact that I have spent roughly $3,000 of my hard-earned money on what is essentially now a piece of garbage.

Desired Settlement: I just want my unit to be repaired or replaced - the business agrees with my claim, but still refuses to honor the warranty.

Business Response: Physical damage is not covered by any warranty. Not by the manufacturer nor by any extended warranty. Customer should contact our service manager at ************************ and he will be able to assist them.

Business Response: This issue has been resolved. On 11/*/13 this customer was issued a credit of $1520.75 and has already used that credit to get a new TV 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, ***** *******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a washing machine and dryer on 2/*/2013, the first time using my washing machine i noticed at the end of the cycle the load was full of water, i try washing a few more loads still having the problem. i go back to p.c.richard & son on 14 st to speak to the sales man ******* ***** and he gave me this ####-###-#### for repair service and i waited and they never came. I also have a 2 year service protection, I went to ******* on 2/**/2013 to complain and he should of help me and exchange my washer, I purchased other washers in my past and never had a problem, i need an exchange or refund a.s.a.p. Thank You, ******* *****

Desired Settlement: I FEEL DISRESPECTED AS A CUSTOMER, I WOULD LIKE TO SETTLE WITH A REFUND.

Business Response: According to our records this customer has only had one service call on the washer in question and that was in March with Preway service which is an authorized service company for Avanti. That being said, if they are still having a problem with the washer, I am palcing a return authorization on their invoice********** so that they can contact the store where they made their purchase and have them process an exchange so that they can get 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:

 

 

PC RICHARD AND SON SAID THEY WERE GONNA EXCHANGE THE WASHING MACHINE SINCE OCT,** 2013 AND I'M STILL WAITING EVERY TIME I CALL THEY GIVE ME EXCUSES, THEY SHOULD GIVE ME A REFUND FOR NOT SOLVING MY PROBLEM, THANK YOU ******* *****

Sincerely,

******* ***** 




 

Business Response: The customer is correct. We have been notified by Avanti that the model needed to do the exchange is no longer available. I will put a return authorization on the customers invoice ********** so that we can pick up her old washer and give her a refund. Customer can call the store to have them set a date to pick up the old washer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased all of my kitchen appliances, refrigerator,microwave,stove an a dishwasher through PC Ricard and Son at a cost of over $4,000.00.I purchased an extended service warranty for all items. All items were purchase in Sep 2011. To date the dishwasher has broken down 3 times and here in lies my problem. Because its the same problem each time, I feel that at this stage the dishwasher should be replaced. The customer service is poor after asking for a supervisor several times to call me back, nobody returned my call and I had to call and ask for a supervisor. The options given to me were to get the item repaired again,that is unacceptable to me as its the same issue the pump. Or to have the items exchanged----by doing so PC Richards are offering a credit for the original cost of the dishwasher and i have to go to the store and purchase a new one and THEN have the item installed Which I have to pay for . By taking the credit my warranty is voided. As such a big company with a supposedly great reputation the options are not acceptable. repeat

Desired Settlement: I would like PC Richards to replace the obviously defective dishwasher, and install at no cost to me in addition to honor the remaining time on the warranty.

Business Response:

Once a customer is given full credit of what they paid us for the product to exchange or reselect, we never charge for a pick up  of the old or delivery charge on the new. We also will uninstall the old and reinstall the new at no charge to the customer.  However, the contract is always satisfied by the exchange. The only reason the exchange is being done in the first place is because the product has had excessive service and is either unrepairable or uneconomical to repair. Our service contract does specifically state that the contract will be satisfied by the exchange. 

Business Response: There is no reason for **** to have to call this customer back. All the paperwork is in place and all the customer has to do is to contact the store where the original purchase was made and they will do the necessary paperwork to get the exchange done. As stated before, we will not charge for pick up, delivery or installation of the new product but the old contract will be satisfied by the exchange and if the customer chooses a more expensive product they will have to pay the difference in cost. That is not negotiable as per the terms of our service contract. If the customer still wishes to contact ****, they can do so at ******************* to discuss any issues with this 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.

As discussed with Supervisor **** today, I can go to any store and pick out my new dishwasher. As with any new appliance the manufactors warranty will apply which is 1 yr. 
I am awaiting on details now as to how to proceed.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased Electrolux Slide-in Induction
Stove Model ********** 8/**/2013. Delivered 9/*/2013. I could not level
the stove following leveling instructions. PC Richard wanted
technician to come out. Waited over a week for that visit. He agreed
stove was defective and we were entitled to a new one. He said to call
the store the following day and tell them to order a new stove. My wife
went to the store instead of calling on 9/** (the day after the
technician's visit)and spoke with the salesman we purchased stove from.
He said he would have to contact Electrolux and would get back to her.
On 9/** my wife called the store for status and was told the stove had
not been ordered because PC Richard was having trouble with Electrolux
who refused to accept back the defective stove. Electrolux wanted to
send repairmen to fix the stove. That was unacceptable to me. I told PC
Richard to tell Electrolux I was calling my charge card company (**** -
******* ***)to file a dispute and withhold payment. On 9/** a
conference call was set up by ******* *** with **** (a manager at PC
Richard), their rep (****) and me. **** said the home office would have
to authorize ordering a new stove and she would follow up with them.
The new stove was delivered 10/**. This new stove cannot be leveled
either but isn't nearly as bad as the first one. Now waiting for
technician to set up appt. The new stove has rivets holding the
brackets in place in the oven. I do not recall the original stove
having rivets which leads me to believe this new stove has been
repaired.

Desired Settlement: I want a NEW stove that can be properly installed and leveled and does not appear to have been reworked (rivets now in the oven) and can be delivered quickly. I do not expect to wait another month for resolution. They - both PC Richard and Electrolux need to make this issue a top priority.

Business Response: As per the store manager and his District manager, I was told that this customer is going to exchange this range for a Viking range. Therefore I suggest that he contact the store and have them do the necessary paperwork to get that done.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product on their web site, specifying in-store pickup in Southampton, NY. I entered my card information in the web site and was charged the full amount. When I arrived at the store, they took my card and ran a charge again explaining when I questioned the action that it was a standard procedure and that I would not be charged twice. I was concerned, checked my charge account and found that I had been charged twice. When I complained to my credit card company, the store refused to acknowledge the error and insisted I had left that day with two of the items, which is patently false. I am currently disputing the charge with my credit card company, but the manner in which this was done suggests that this might be a routine practice of this store and other consumers should be on guard.

Desired Settlement: At the minimum a refund for the charge. Better still would be an internal investigation to determine if this has happened to other customers.

Business Response: I suggest that this customer check their invoice ********** because it does show that 2 soundbars were taken from the store on 8/*/13 and that $ 1520.56 was charged to their Visa Card at that time. If that is not what it states on the invoice that this customer has in their possession, then I suggest that we will have to contact our corporate security department to see if someone at the store did something wrong.

Business Response: You are correct. We apologize for the error and any inconvenience that this has caused you. The Southampton store has credited $760.28 back to your Visa card. They realized their error once they took inventory of that product in their 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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have a ten year warranty on our refrigerator. We have complained several times about the refrigerators thermal-regulation system. To date they have not fixed the problem and we are throwing out good food out every week. In the freezer portion of the freezer the ice maker is broken and we have spent money weekly on purchasing ice. The oven when all the pilots are on at the same time the oven turns off. With the number of visits these technician we're unable to resolve the problem that are on going. They told us to take pictures and videos. We have been playing phone tag with this company. We requested a manager to call us back but they did not. To date our problems. Are unresolved and frustration levels are at a high. We would appreciate your help in this matter. Gratefully, ****** ******

Business Response: I do see that the customer has had a number of service calls on these products. At this time the refrigerator and range are both scheduled for service with our own techs on 10/**/13. If the problems are not rectified at that time we will issue the customer a credit of what they paid for these appliance to reselect.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ******* refrigerator failed to operate starting 3 weeks after purchase. All freezer items thawed and had to be thrown out. Service provided, resolved issue temporarily. Issues and problems continued. Refrigerator portion froze all food items, requires frequent defrosting as interior is covered with layers of ice. Many grocery items had to be thrown away. Fridge leaks all over kitchen floor intermittaantly. Freezer continues to thaw items intermittantly. Soda cans placed in fridge portion have just frozen and exploded all over refrigerator portion. An item that cost nearly $3000.00 that hasnt worked since purchase needs to be replaced. Family feels as if they are eating spoiiled food items and often discard foods as they "dont taste right". Ice cream is soupy. ******* has been contacted multiple times via telephone and email and refuses to replace item. PC Richard has been contacted multiple times, as has managers of managers of managers, refuse to replace fridge, says they must keep repairing it despite my situation as discussed above/. I have been waiting for a part now for nearly a month as my groceries continue to rot away and I continue to defrost my refrigerator not freezer) and run it on high power, also consuming extra electricity, my **** bill was just $440.

Desired Settlement: Replacement

Business Response: Customer is schedule for service with one of our own techs on 10/*/13. If the problem cannot be resolved at that time we will issue the customer a credit of what they paid us in 2012 to exchange or reselect 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:

 

PC Richard has repaired computer components of this refrigerator in the past.  Note, first repair occurred 3 weeks after fridge was delivered, including extensive loss of food items right from the beginning.  The repair lasts for awhile until computer component once again malfunctions, so this repair that you just did probably wont last.  If you ****** this refrigerator, let it be noted that many consumers are experiencing same exact issues, which occur intermittantly throughout ownership, until typically they take financial loss and replace item.  PC Richard is a huge business and should stand behind items they sell to consumer, and take up  issues with manufacturer to settle inside disputes (*******).  Initially their resolution was to credit entire purchase price including the expensive 10 year warranty purchase I made at same time, which is what I will accept as resolution (in writing) to this dispute.  (with next malfunction of refrigerator).  I dont think that this is unreasonable, as apparently I was sold an inferior,defective product, which cost me serveral thousand dollars, and which I just finished paying off in Sept.  Thank you.

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


Sincerely,
***** ********** 

Business Response: That is not a problem. The customers invoice was already noted stating that if the customer has the same issue we will issue a full credit to exchange or reselect. A brand new control panel was installed on 10/*/13 so that issue should no longer happen.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I PURCHASED A SAMSUNG .MODEL RF260BA. REFRIGERATOR. PROBLEM SINCE DAY OF PURCHASED FEB **.2013. DOOR NOT LINED CORRECTLY CAUSING ME TO LOSE FOOD THAT HAS GONE BAD. REPAIR MAIN FROM PC RICHARDS REPAIRED. AGAIN ANOTHER PROBLEM FREEZER DOESNT WORK ALOT OF FROST. A REPAIR MAN FROM PC RICHARDS DID ANOTHER REPAIR. SAME PROBLEM SO NOW CONTACTED SAMSUNG THEY FOUND ANOTHER PROBLEM DID A REPAIR. THIS WILL BE THE FORTH TIME A REPAIR MAN IS NEEDED. I SPOKE WITH PC RICHARDS AT THE KINGS HWY LOCATION AND THERE HEAQUARTERS OFFICE REQUESTING THAT THEY WOULD PLEASE ISSUE A STORE CREDT TO EXCHANGE FOR A DIFFERENT MODEL EQUAL OR LESS WITH CREDIT AVAILABLE FOR FUTURE PURCHASED.

Desired Settlement: EXCHANGE FOR DIFFERENT PRODUCT. ANY REMAINING BALANCE REFUND OR STORE CREDIT.

Business Response: Someone from our office spoke with the customer on 9/** and informed them that Samsung is sending one of their own techs to the customers home on 9/**. Customer is aware of this. If Samsung cannot resolve the issue then we will be able to authorize a return authorization so that the customer can exchange the refrigerator 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:

 

[Your Answer Here]

 

Denied by samsung because they where nt aware of PC Richards 2 repairs with vital information missing.  I've spoke with samsung rep. ******* *.

whom has provided me a receipt Transaction ticket **********.  I've been approved for store credit at any PC Location. Exchange Ticket **********.

 

 

 

 

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


Sincerely,

***** ******




 

Business Response: That is great news. I see that the store has already processed the exchange for the customer and all they have to do is to call the store and they will date the exchange for them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Whirlpool refrigerator, that I purchased from this establishment on 9/**/12, has been leaking water at its base for four months now.. I made a complaint with the PC Richards service dept. and was told that I would get a call back. I never did. The problem persisted almost regularly every few weeks and cleaning the discharged water has become a real inconvenience considering I've slipped on the accumulated puddle once before. I tried calling them multiple times but their service dept. hours are so limited that they were never operating at the times that I called. Finally, I got through to them today and there was no record of my previous complaints. The gentleman who answered the phone informed me that since my one-year warranty has expired, 22 days ago, that I would have to pay three different charges for the repair. This is not acceptable business practice and I am ashamed for doing business with such incapable people.

Desired Settlement: I would like to return the refrigerator and receive full compensation or exchange it for a newer, defect-free one. It is only fair that since my complaint, along with myself, we're both neglected.

Business Response: Do not know who this customer has been calling as there are no comments on their invoice as to any complaints. Our service number is ###-###-#### and the phones are answered Monday thru Friday from 8:30am until 7pm and on Satudays from 9am to 5pm. That being said, if the customer calls us at ###-###-#### and gives the telephone representative their invoice number ********** we can set up a service call at no cost to the customer for this refrigerator. A refund or an exchange is not an option for 2 reasons. The refrigerator has nevere even had a service call performed and the customers manufacturers warranty expired on/**/13 so they will do nothing to assist the customer at this time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: P.C. Richard & Son characterizes itself in radio and T.V. ads as being "reliable." No statement can be further from the truth. When the washer we ordered couldn't be installed because it was delivered with the wrong attachment hose, this was inexcusable. But when the date for re-installation came, no one from the company showed up. That was unacceptable. The company should refrain from making flawed, false, and misleading statements attesting to their "Honesty-Integrity-Reliability." Then, on another re-installation occasion, the installer/delivery person ruined my screen door when he walked right through it! It is damaged and in need of repair. This is unbelievable. So far, the door hasn't been repaired by the company. I am totally dissatisfied.

Desired Settlement: In view of the problems we've had, the endless phone calls to complain, the anxiety and frustration we suffered, I demand satidfaction in the form of receiving, free of charge, the ten year extended warranty I paid for covering both the washer and dryer.

Business Response: On 9/*/13 customer was issued a full refund of their installation charges ($189.66) and customer was also asked to call back ****** at our ************** regarding the screen damage. I believe that we need 2 estimates of what it would cost to repair the hole in the screen so that we can process that claim. If customer can call us at ************** and speak with ****** the process for repair or replacement of the screen can begin. There has been no further communication with this customer since 9/*/13.

Business Response: I suggest that the customer contact ***** at ***************************** since he has been dealing with ***** regarding this matter. I do not see any problem why ***** would not repair the screen,but as far as giving a free 10 year contract, (what does that have to do with this issue).???? We do not give free contracts. Customer must work all of this out with ***** as we do not deal with damage to home issues from this end unless a formal damage claim has been filed with our customer relations department at ************** in which case it would go through normal insurance claim proceedures. 

Consumer Response: ****** ******** ******:

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 response from P.C. Ritchard is rather disingenuous and misleading. I have asked the company to further compensate us for the aggrevation and anxiety I and my wife suffered during this unusual ordeal. As a result, I requested reimbursement of a ten-year extended policy covering both machines, a policy which we have already paid for and for which the company should grant to us as gratis. The damaged door has been repaired and I have been reimbursed for that cost. Furthermore, I still seek a fair remedy from the company.

 

 

 

 

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


Sincerely,

****** ********* 




 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

10/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: we spouse to get 24 month promotion and the gave us 18 month only and now we getting hit with the finance charge

Desired Settlement: need them to fix to the 24 month

Business Response: Cutomer must contact**************************** in order to get that done. He will be able to assist them with that issue. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The control panel on a new range was defective, as per the Kitchen Aid repair man, thus preheat function was well over 45 minutes or more. I spoke with the manager of the PC Richards Forest Hills store and described the problem and told him that I did not want a new range repaired. He agreed to replace with a another new range. He did not respond to at least two follow up calls; and as of today, three follow up calls re: the status of the order. In the meantime, the control panel that had been ordered by the repair man was installed. I then called the PC Richards Customer Help Department to find out the status of the promised new range. The representative said that the manager did not have authority to promise a new range, and that the range was repaired. I repeated that I did not want to have a new range repaired. As of this evening, the original problem ie long preheat is again an issue: I turned the oven on at 5:59 and the preheat lasted until 6:22. I believe that this is too long for preheat.

Desired Settlement: The promised new range, as per the manager of PC Richards.

Business Response: I have placed a return authorization on the customers invoice ********** so that they can now contact the manager at the Forest Hills store and he will process the 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,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Second Un-resolved Complaint Date: 10/*/13 Re: (Maytag) Refrigerator- Model # MSD2572VEW Purchase date: 6/**/09 Extended warranty (10) years from date of purchase Invoice #: ************ P.C. Richard & Son Corporate Headquarters Office in Farmingdale *** ***** **** ************ ** ***** Attn: President ***** ******* President, CEO Dan Cathy Dear *** ******* or *** *****: I am writing to inform you concerning several complaints I have made to the Headquarters Service Center Customer Service # ###-###-####. On 9/**/13, and 10/*/13, I spoke to Astoria Store #** concerning service for my refrigerator (Maytag), Model # MSD2572VEW, which I had purchased on 6/**/09 at the Astoria Store #**. I spoke to lady named explaining to her the situation that I need service for my refrigerator again and again for the fourth time, because they refused to acknowledge that my refrigerator compressor is the problem. This was told by the second repair man that came into my home to check the refrigerator. I explained that this is going to continue unless; PC Richards accepts that my refrigerator happens to be classified as a lemon. As a customer I plan to continue fight and argue about this matter because it seems that PC Richards wants to give up and purchase another refrigerator while at the present moment I have a 10 year warranty on my Maytag refrigerator. I am a valuable customer but it seems there is no respect for a valuable customer as myself. To what extent is this going to continue? I can assure you that the next Senior Tech repairman that is going to be sent on 10/*/13, will also state there is nothing wrong with the refrigerator and perform a minor repairman while the true problem will continue to exist. My complaint will not be resolved with the Better Business Bureau unless your company is willing to accept the true matter of my complaint whereas why should I continue to go through this situation when I customer has to continue to go through this problem with a refrigerator that is not going to function. I want to thank you that now my second complaint is now being heard and the communication has been more respectable by the customer service when it comes to the customer as myself calling in now. My complaint remains that I have a lemon for a Maytag refrigerator. Two weeks ago, Sears had a customer had a customer with a washing machine that was a lemon. This customer went through hell approximately 8 months until the problem was resolved when (Help Me Howard) came into the picture and helped the customer from Sears and the washing machine was replaced with a new one. They wanted her to release a complaint and did not want to replace her washing machine even though she had a warranty. I assure you that this will not happen to me with my Maytag refrigerator. (Help Me Howard) did take my complaint and is investigating the problem and will find out that I am going through the same situation that this lady went through with Sears. Sometimes a customer has to take the situation to the public when a company rather forgets about the warranty or when a product is classified as a lemon. I have been a loyal customer for over 25 years to this day and still own appliances that have extended warranties by your company. I am wondering did I make the right decision of purchasing from your company. I believe the public should hear what is going on and how your customer service has been treating customers and how your company is breaching a contract with a customer who has been very loyal and does not deserve such treatment from your company and wants a prompt response. I am still without a refrigerator that is not functional. I have been lied to many times by your sales representatives and also lied to by your customer service representatives. This has gone too far. I want a solution to this problem. This complaint will not go unnoticed. It will be given to the public and to (Help Me Howard) if this complaint is not resolved. I wait for your response. Here is my phone number I can be contacted ###-###-#### or ###-###-####. P.S. My complaint will not go unnoticed and it will be given to the public. If there is no resolution, and not resolved, again it will not go unnoticed. I will not stand for this behavior. I paid for my service. Your company has breached the contract. Sincerely, ***** *****, MSW, *** *** ***** ******* **** *** ********* ** ***** ###-###-#### ###-###-####

Desired Settlement: I want my refrigerator replaced or my money credited back to my account.

Business Response: *** ***** has spoken with ***** **** (one of our supervisors) this morning and the refrigerator in question is being exchanged tomorrow 10/*/13 on invoice *********. ***** & *** ***** has gone over all the details of the exchange that will take place tomorrow.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2013 Problems with Product/Service | Complaint Details Unavailable
10/9/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I receive a ***** ******* *** as a gift and the item is not what I really need as its limited to what I can used it with. I need a higher end version due to the video card limitations. They now claim that the item can't be return but when the item was purchase they said otherwise. The sales advisor told my grandfather that if I did t like it I can return it. They are ***** ****** ***** *** who lie to get a commission.

Desired Settlement: I even contacted ***** and file a complain for the none return acceptance. ***** ** **********, California told me that if a retailer wishes to sell there products they have to accept there policies, ***** advised me that there notebook come with a 14 day return policy open/unopened. Yet these people lie to ******* people cause they know they will get always with it. ***** advised me that since it came from PC Richard & Son I need to complain to them. I spoken to the supervisor at ****** but nothing has come from it. I ask the supervisor (*****) to have there regional manager call me but he told me "he doesn't have to do anything"

Business Response: Our merchandise return policy states that IPods  are not returnable if opened. If that is the case then there is nothing we can do to assist this customer. If they would like to speak to the District Manager of that store they can call ###-###-#### and ask to speak to **** ******* and they will be put over to his voice mail and he will return their call.

Business Response: I see that the merchandise was returned on 9/**/13 and a store credit was issued at the present time. As far as receiving a refund back to the customers credit card, that will be handled by our accounting department once we receive the chargeback from his credit card carrier.

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:

 

Like I said, I'm done with this conversation. ** *** ** * **** *** ****** *** ***** *** **** **** *** *** * ****. The day PC Richards goes out of Business I'll throw a party!

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

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




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i called few times on the past two month for the service of my Dryer. They directed me the a third party contract who sent over their "TECH" three times. could NOT fix the problem. Every time the said they need to order part for my machine. Between each time i had to wait two week to call back to set up another appointment. They never came to the appointment on time, they would came the the next day or other time. I called again today, PC Richard told me to wait another 10 business days to call them back to find out if they have the part yet. this was 4th times already. I am so tired of the

Business Response: As per our 3rd party servicer (Dependable Service), the parts needed will be arriving the early part of the week of 9/*. If that turns out not to be the case we will offer the customer a credit oof what they paid us in 2011 towards the reselection of a new dryer. The customer is correct that this repair is taking way too long, the reason being that the part needed was on national back order but has now become available.   

Business Response: I do not undstand the question. What part??????. The customer just received a new dryer on 9/**/13 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,

***** ****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased all new stainless steal kitchen appliances refrigerator, dishwasher, microwave and stove after renovating my kitchen. Approximately six weeks ago the appliances were installed. Last night when it rained heavily water started to come into the house through the microwave dripping down on the stove when it became high amounts of water it was flooding the new porcelain kitchen tiles. I called the contractor to ask him why the water was coming into the house from the microwave I thought it was something they did when they were working at my home on the outside when changing the patio pavers. The contractor was concerned when I told him I just came home from the hospital with foot surgery unable to walk in case of a fire I would not be able to get out of the house. The contractor then came to my home to check the issue. The contractor stated that whoever installed the microwave bent the vent outside which caused the water from the rain to come into the house. I then called PC Richards in East Hanover NJ where I purchased the appliances and they were not helpful in any way. They told me "Mam it is 7:30 in the evening and we can not take of this now" even after I told the salesperson that I had foot surgery and am unable to walk and this was a fire hazard. I asked the salesperson to call ***** who sold me the appliances to please call me back. ***** called me back and was not helpful in any way as well. He also stated it was 7:30 in the evening and they can not do anything but send someone in the morning to check this out. This morning on 9/**/13 two installers from PC Richards came to my home as promised and stated that the water was coming from the roof I responded "no it's not" I had the contractor here last night and the water was coming from the inside of the microwave directly from the vent outside. The P.C. Richards installer then said I will check it outside while on his cell phone he came back in the house and said to me "Mam it's not the roof" he took the vent out and brought it in the house to show me it was bent. I answered him that's what I have been trying to tell you all along, the contractor checked this last night and said whoever installed the microwave bent the vent. The installer then stated he took pictures and will email the company the report and that I should call the store and they will let me know where we take it from here. I then called the salesman ***** at the East Hanover NJ store he wasn't very helpful again denied that they would cover this problem and that he will give me the number I should call. I stated I don't have a pen close by and I couldn't walk to get one, I told him to call my son that he wanted to speak with him as well. My son then sent me a text with the number and said ***** wasn't very helpful just gave the number and got off the phone. I called the number ###-###-#### to follow up on the report and if this could be taken care of ASAP since there was water damage to my stove, microwave and tiles. I spoke with ********* and she stated the manager was working on this and would call me back. About an hour later ********* calls back ans states that this issue is not PC Richards responsibility and that I have to repair it myself. What happened to the insurance I purchased with the appliances and paid almost $400.00 for 3 years? Is this what these companies do force you to purchase insurance on new appliances and when something happens oh this is not COVERED what happened to my money I paid to have my appliances covered not even to mention if the installer damages something when he installs and causes damage to my home, a fire hazard and even could cause a death if I can't escape from the fire if I can't walk. Who would be responsible then? I would very much appreciate a response in this matter ASAP since I need a repair and replacement stove and microwave ASAP before it rains again I have even more damage.

Desired Settlement: Replacement of microwave and stove. Repair or replace my vent they damaged so water doesn't come into the house. I will have my kitchen wall behind the stove checked to make sure there is no mold build up since this is a health hazard and I already had ******. The new porcelain tiles behind the stove will be checked as well.

Business Response: According to the notes on our system, we did not install the vent in question which is the cause of the problem that she is having so we have not processed any damage claim for this customer. If she has any further questions regarding this matter she should address them to our New Jersey installation manager at *****************************.

Business Response: It is always sad to lose a valued 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]

 

 You didn't just lose me you lost many customers. I shared my story to all my friends and family and they all agreed that PC Richards are crooks, Just want your money but when something like this happens you all look the other way so long as my money went into your POCKET!! They also gave me good advise to take this story to 7 on your side since BBB doesn't even flinch, was a waste time!!! I thought BBB helps to solve an issue not really just emails back and forth. I just hope this gets posted so the public can get educated on your scamed business!

 

 

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


Sincerely,

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




 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

10/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Date: 9/**/13Re: (Maytag) Refrigerator- Model # MSD2572VEWPurchase date: 6/**/09Extended warranty (10) years from date of purchaseInvoice #: ************ P.C. Richard & Son Corporate HeadquartersOffice in ************** ***** **************** ** ***** Attn: President ***** ******* President, CEO *** *****Dear *** ******* or *** *****:I am writing to inform you concerning several complaints I have made to the Headquarters Service Center Customer Service # ###-###-####. On 9/**/13, I spoke to Astoria Store *** concerning service for my refrigerator (Maytag), Model # MSD2572VEW, which I had purchased on 6/**/09 at the Astoria Store ***. I spoke to young lady who had not a clue what I was speaking to her about after 7 times of explaining to her the situation that I need service for my refrigerator. Afterwards she became very frustrated and she did not have any clue what to say. She then hung up the phone. I called again and she refused to pick up the phone. An hour later, I called again and spoke with a representative by the name of (******). He apologized to me and placed a work order request for 9/**/13 for a repairman to come in to see my (Maytag) refrigerator. I explained to him that the freezer shut down and defrosted and the water spilled onto the produce and all of it had to be thrown away. He said to call back on a Monday, on 9/**/13, which I did and spoke to a ***** from Headquarters who I explained that situation as well and stated that I need a repairmen as soon as possible. ***** was able to get someone on the same day for 9/**/13; however, I did not know the repairman was going to be from an independent company called (Major Appliances). Why do I know this is because a lady called within a half an hour later stating that she is from the independent contractor called (Major Appliances) and that the repairman is already on his way to see the refrigerator (Maytag). I decided to call back ***** at headquarters but a man by the name of ******* came on the phone. I explained to him that I do not trust independent contractors because they do not do that job and lie. As I had explained to *******, in about one hour, it happened as I stated, the repairman had not fixed my refrigerator. There was water all over the floor and the refrigerator was not working at all as I have stated before that this would occur. I called headquarters once I arrived home. I spoke to a so-called supervisor who was very disrespectful towards me and could not understand the situation. The supervisor refused to acknowledge the situation and hung up the phone on me. I received a call back at about 5pm that the repairman will come on 9/**/13 which should have been here this day to assess the problem with my refrigerator. The reason for this complaint is because this is not the first time this has happened. It has been a continual battle with customer service that I have received from the Astoria Store ***. I do not know what else to do. Your company at this time is breaching the contract of my refrigerator (Maytag) which holds an extended service protection plan for 10 years of the day of possession and purchase. My Invoice # is as follows: ************, purchased on 6/**/09 at the Astoria Store *** located at ***** ********* ******** ** *****, Phone# ###-###-####. I want a resolution as soon as possible. If you want to breach the contract, I do have attorneys standing by. I have been a loyal customer for over 25 years to this day and still own appliances that have extended warranties by your company. I am wondering did I make the right decision of purchasing from your company. I believe the public should hear what is going on and how your customer service has been treating customers and how your company is breaching a contract with a customer who has been very loyal and does not deserve such treatment from your company and wants a prompt response. I am still without a refrigerator that is not functional. I have been lied to many times by your sales representatives and also lied to by your customer service representatives. This has gone too far. I want a solution to this problem. This complaint will not go unnoticed. It will be given to the public and to (**** ** ******) if this complaint is not resolved. I wait for your response. Here is my phone number I can be contacted ###-###-#### or ###-###-####. P.S. My complaint will not go unnoticed and it will be given to the public. If there is no resolution, and not resolved, again it will not go unnoticed. I will not stand for this behavior. I paid for my service. Your company has breached the contract. Sincerely,***** *****, ***, ****** ***** ******* **** ************ ** *****###-###-#######-###-####

Desired Settlement: I want my refrigerator (Maytag) the way it is supposed to be. If it is not fixed or can not be repaired, I want the refrigerator replaced. This is the contract. There have been too many issues of disrespect. The company continues to ignore the contract and they refuse to abide by the contract of the 10 year warranty of the purchase of my (Maytag) refrigerator.

Business Response: Our own tech did run this service call today 9/**/13  at 12:08pm and has ordered a part needed to resolve the issue. If the refrigerator cannot be repaired once the part is installed, we would have no problem giving the customer credit of what they paid for that refrigerator to reselect a new one. As far as future service calls if needed, the customer can always request our own techs rather than an independent servicer at the time when they place their service call. As a matter of fact, that is now noted on this customers invoice to do that automatically.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi, I purchased a portable AC brand "AMANA" model APN10J at PC Richard & son store on JUly **, 2013; the AC cost $522.56 and I was told by the seller to protect my investment by buying an insurance for 2 years $50 in case for any damages Can be repair without cost. Now my AC is not working because the van inside is broke and make lot of noise since 3 weeks. I called the Haier and Pc richard son product to report the incident ;and Hair sent out a technician on 08/**/2013 (here the ticket # ******) for repair but the technicien said the damages are not protect by my insurance and I have to pay for the repairs because somebody put an object inside the AC and broke the van. I called again the PC Richard & son to explain them about the situation; they give an schedule to come over and during that day they called me back to decline the schedule because the damage was not covered by my insurance and further explanation; I am reporting to you BBB for help to resolve this matter; I want them to repair my AC without coast or I need my money back. Invoice # ************ Thank you

Desired Settlement: repair, replacement or money back

Business Response: I have placed a return authorization on the customers invoice ********** so that they can return that air conditioner to the store where they made their purchase and exchange it for a new one.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had issues with pc richard and sons for about 3 years. My first problem was 3 years ago, i had bought a camera and after 3 years it needed to be repaired since it was covered under my warranty i took it to the store (the bay shore store) and was sent for repair after 2month of numerous phone calls they told me that they had lost my camera, and gave me store credit. so I purchased a all in one desktop after a month the computer started having pixel issues i took it for repair and didnt hear back from them for a month, when i finally got the computer it was scratched i complaint to the manager at the store and at the service center, it was taken back for a few weeks for them to replace the parts that were scratched i finally got my computer back and 2 weeks later it started having issues again. (-please keep in mind that the computer is used at most 2 times a week and for college research only-) to make a long story short after 3 months of back and forth repairs i filled a complain thru BBB and i contacted pc richard because they were giving false information i was issues store credit..i gave them the benefit of the doubt and on 01/**/2012 i used the store credit and put some money out of my pocket to buy a desktop computer, software and computer accessories. This time i went to a different location thinking i would get better costumer service, but unfortunately that was not the case. The sale associate was very rude (******* ****) and spent less than 5 minutes with me and didnt help me put ALL the heavy boxes into my car. this computer is only used by myself 1-2x a week and on 02/**/13 i took it for service because the computer was freezing and wouldnt turn on, i was asked if it was ok for them to formar the hard drive if they needed to and i agreed but asked them to please try to fix the issue and not to do a system restore after 2 weeks i got the computer back and it was restored to factory settings so the issue was not really isolated and resolved they took the easy way out. now i am having the same exact issue and do not want to go back to them because i believe that pc richard and son play games with people not fixing the issue and that forces the costumer to come back many times until the warranty expires and we the costumers have to buy more coverage.. the manager at the service department is always not able to speak .

Desired Settlement: after all the issues I've had with their products and their costumer service i want a refund in check, cash but not store credit.. I will never buy anything from them again.. i have dealt with them for so long and have tried patiently but it is unacceptable that 4 different products have very poor quality and the store does not stand behind their costumers. *the comptuer was purchased under my moms name* **** ******* the product was bought with the last store credit given and the warranty was paid cash 162.93

Business Response: Customers complaint makes no sense. The only time that the computer in question has been in for service was in February 2013. It is still under contract so that if they send it to our service center we can still repair it at no charge to them. If they do not want to do that it then is there choice and I guess they would have to have it serviced elsewhere and pay for the repair, which makes no sense. Our techs do not replace the hard drives or restore the systems unless we have permission from the customer to do so and we do that only if that is what has to be done. We are fully acredited by HP to do repairs on all their products. If the custmer wants us to send their computer directly to HP for repair we can do that for them but bear in mind that the turnaround time will be much longer. That are the only options we can give to this customer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been having problems with this company and this one item I have purchased for almost 6 months. first the ridiculous delay with the delivery of my product. Now the issue is my wall oven was finally delivered and installed, and the guy who installed the oven broke the glass on the door. I was told by him that it will take 10 days for the product to come, and installed. I gave them a month before I called, and I that time I was told that the installer should not have told me 10 days it actually takes 6weeks. It has now been over 2 months and not only have I not received a call regarding the glass on the oven. I have not been able to get any update at all on the expectant date. corporate customer services have been giving me the run around stating that they have emailed the district manager, and he's just not getting back to me. ( When I had the first problem and contact the district manager he called back within 24hrs) this time I'm not sure if they are getting in touch with him, but I'm frustrated and disappointed in the lack of communication and false information.

Desired Settlement: If they can not repair my product within the next week I am requesting full refund. It's ridiculous that I have been having a problem with this company since April

Business Response: I have placed a return authorization on the customers invoice ********* so that they can contact the store where the purchase was made and exchange the wall oven in question for a new one. There is no reason that they should have had to wait all this time parts. We will uninstall the old and reinstall the new at no cost to the customer as an even exchange for the same 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,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Item returned on 8/*/2013 which was purchased with use of personal Visa card for $165.94 and 2 gift cards, one from American Express and the other a Visa gift card, each worth $100.00 for a total cash value of $200.00. First customer service person had difficulty with the transaction and was leaving for the day. Second associate [person 2] with more experience took over and also had computer issues necessary to complete the refund. Personal Visa card refund was not an issue, only the 2 gift cards utilized. Person 2 called over a manager to assist and was told to contact someone in accounting department and was apparently advised as to how to handle the transaction. Was told by person 2 that a receipt would be mailed to me and that I could expect a cash refund within 2 weeks. The receipt did arrive within a few days with a hand written note on the receipt that the refund should be received by me in a few days and to call the store if this did not occur. After about a week when the refund did not arrive called the store and person 2 checked and advised that the refund had been approved and that I should receive in a few days.On 8/**/2013 I called the store, ***** ** ** ******** ********, *** ******, to speak with person 2 who was not in that day or had a different shift. Asked to speak with a store manager and was placed on hold for 20 minutes with nobody ever coming back to the line. Recalled and was able to get ****, a store employee to find the store manager and ***** ****** came to the line and advised that he would need to call accounting and then advised that the person he needed to talk to was unavailable and that he would call me back. He also advised me that only a store credit could be issued. This was the very first time that the policy of a store credit was ever raised during this entire process. This was not acceptable as it was never part of any conversation. In any event, after a return call from the store manager was never received a letter with a copy of the note sent to me/ the receipt by person 2 and the envelope date stamped that it came with was sent signed receipt requested to headquarters which was delivered and signed for 9/*/2013 and which has not been responded to.

Desired Settlement: Refund - Cash. since any store policy claiming to offer only store credits on returns of any type was never made to me in the 30-40 minute time period that was spent on 8/* processing this return and the fact that P.C. Richard [except for employee *****-***** -****** *] has shown little regard or respect towards a customer who has acted entirely in good faith for over 1 month now does not need to keep me in a position of being forced to make any additional purchases at any of their stores. They have not warranted such an act of good faith from me at this time.

Business Response: I suggest that this customer contact our accounting department at ###-###-#### and speak with ********* ********** because according to what I can see on their invoice *********, we do not owe them any more money as the entire $365.94 has already been refunded as of 8/**/13 and there is no open money left on that invoice.

Business Response: You are not getting a cash refund because on 8/**/13 $100.00 was credited back to your Visa card and $100.00 was also credited back to your American Express card. Both of the accounts that you used at the time of the original purchase. I will put a copy of those refunds in the mail to your home. If you have any additional questions or concerns regarding this matter I suggest that you contact ***** ***** at our accounting office at ###-###-#### as she handled this transaction.

Consumer Response: Better Business Bureau:


I have accepted a solution to the problem that I had with P.C. Richard & Son.

Thanks to the meaningful help received from ***** ***** at PCR it appears that the issuing gift card companies will be reissuing new cards to me with the monies previously refunded to them by the retailer.

I spoke with both companies and it appears that I should have reissued cards in my possession within 2 weeks.

Again, a big thanks to *** *****.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They delivered an AC to my home in early July. I needed the unit so I did not even push the fact that the same unit is 85 dollars less down the street, I have bought from them before and was satisfied. The deliveryman/so called installer drop the unit on his truck taking it out of the box before I could see the brackets the company that made the unit supplied. Instead he insisted I pay 50 in cash or a check payable to him NOT PC Richards which I found highly unprofessional or something worse. He took the unit up my hard wood floors and damaged the wood while using a refrigerator dolly on my wood floor. He installed the brackets but never even secured them. The unit was damaged so badly when it arrived that during the next few days in 90plus heat it made so much noise my neighbor asked me to turn it off as they could not sleep. I called the store several times, the sales guy was trying to be helpful but he was obviously new. I was told someone would call me. A few weeks later and STILL NO CALLS I called again. Was told someone would call. a week later someone called and set up a time for someone to come out to assess the damage. I wait the week for that to happen and the man that came out did not appear to be anything but on the drivers side. ^ days later he called me I was not able to answer the phone but I returned the call to him within an hour of his call. It has been 5 more days and still no call back. My hardwood floor was scratched my steps were gouged out and scratched. I was over charged and sold by the driver $50 dollars worth of brackets that were not needed. This in addition to $199 dollars I paid for a Complete installation.

Desired Settlement: I over paid for the so called installation and my floors and steps need repair. I have contacted the guy who did the wood finishing and he discovered scratches I never did I feel I was cheated and overcharged, not to mention this same unit was for sale I found out later for 85 dollars less.

Business Response: The air conditioner in question was exchanged on 8/*/13 and a damage claim was also filed that date with our customer releations department. I suggest that the customer call us at ###-###-#### to follow up on the status of that damage claim. A telephone representative will be able to assist them with that.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a GE refrigerator on 11/**. When ready for delivery i was told it was discontinued so had to get different model(salesman told me this one had issues with the energy saver)but I took it anyway. Six months other than horrible noises, all was well and then I had to shut the energy saver off because of water inside and out on the doors. The freezer and refrigerator reading go up and down anywhere from `1 to 10 for freezer and 34 to 40 for the refrigerator. Repairmen tell me that's normal. I am 72 years old and have owned a few refrigerators in my day, that is not normal. Service came and so far have changed the control panel, and the sensor in the refrigerator. Still the same problem exists and also every now and than water will pool on the top of the freezer draw (which the repairman saw) and was told that's normal also.I had an appointment (G E)for today which they call and cancelled. 2 times cancelled on me.P C Richard's answer to all of this is they don't have a dissatisfaction clause for there products.Ge which this is still under warranty, has given me no satisfaction at all. This refrigerator cost me, with the service contract 2,351.I don't feel after spending that kind of money I should have to deal with these problems. All I want is a refrigerator that works the way it is supposed to. Food in refrigerator freezes (had to throw away food) and freezer crystallizes.

Desired Settlement: Just want a refrigerator that works so I am not having to sit here and wait for repairmen all the time.

Business Response: I have placed a return authorization on the customers invoice ********** so that she can now go to our Riverhead store to reselect a new refrigerator. She will have full credit of what she paid to reselect. I will have someone from my office contact her with the above information.

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] After numerous times speaking to the one of the owners and the person from their service department (******) and being told in no uncertain terms that they would not and could not replace the refrigerator, I was forced to go to GE to resolve this issue. After working with them for some time, they finally were the ones to help me and are going to replace the refrigerator. The only reason P C Richards all of a sudden said they would give me full credit to pick out a new refrigerator is because they got the complaint from BBB. I would never deal with P C Richards again as their policies certainly are not for the consumer.

Thank you

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

 

 

 

 

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


Sincerely,

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




 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on 12/**/12 I returned a camera and PC Richard in *****, NJ issued a store credit Invoice No. *********** for $91.44. On 8/*/13 I went to PC Richard's store in ********* and wanted to buy another camera. I presented original store credit (which was always with me in my wallet) for the payment and to my surprised was told that I had no money in store credit. On further inquiry I was told that my store credit was used by someone else for a different amount and had purchased two TV thru invoice number *********. When I have my original stroke credit in my possession how the store used my stroke credit for different amount than what it was issued for. This is clearly a fraud within their store. When I complained to their head office I was asked to file a police complaint!!!! Why I have to go thru all this chile I still have original store credit for $91.44 still in my possession? Why I have to suffer for poor security within their business?

Desired Settlement: P. C. Richard must honor store credit issued by them and should not punish a ****** ******* for their inability to detect fraudulent transaction by using fraudulent store credit using my store credit number. The store has all the information of a customer who used my store credit number for a different amount.

Business Response: Cutomer will have to contact our security department to resolve this issue. There is nothing I can do from this end to assist in this matter. They should contact *************************** or they can reach him at ###-###-####. He will fully investigate this matter to see if fraud was actually committed by someone at that store or if was just an honest mistake that took place.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July *** I purchased a Frigidaire Washer/Dryer Combo (Model FFLE2022MW). The purchase price on my receipt is $1,149.98. During the sale I asked my salesman, ***** *******, if there was anything else he could do with the price. He said that hed speak with his manager to see if he could take the $129.99 charge for the 3 year extended service protection plan off the selling price. When he got back and said he would be able to do that for me and I was satisfied with that decision. Well, when I got home I took a look at my receipt and the credit was never applied. I called ***** back immediately and told him what happened. He said that he was fixing it and he even repeated the amount back to me of what the receipt should have read for the selling price - $1,019.99. I asked if I could stop by and pick up a new receipt and he said that it wouldnt be necessary. Two days ago I received my first statement from the financing company and low and behold, they only credited me for $53.30. Where that amount came from, God only knows?? I called ***** at least 3 times already regarding this issue, but he hasnt had the courtesy to call me back. I also spoke with two managers there, ***** and ******, and they were of no help either. ****** did say that when ***** came back into the store (from wherever he was I dont know) theyd both give me a call back. Well that was last night and I havent heard a thing. I called ***** again this morning and Im still waiting.I find this to be inexcusable customer service and because of this instance I will never do business with P. C. Richard & Sons again. And Im starting to think that somethings not right if theyre not willing to call me back to settle this.

Desired Settlement: Refund of $76.49 + tax applied to my bill.

Business Response: I do see that refund of $53.50 on this customers invoice but I also see an extended warranty for $129.99 on their invoice. If they do not want that contract I can refund that amount for them. Otherwise, they will have to contact the store if other arrangements were made to price adjust the sale price of the merchandise. It actually does not state why they refunded the $53.50 so far as the price they paid for the merchandise was not afected by that refund.  

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: 

July **, 2013
 
Didn’t they read my letter – I have tried contacting the store 4 times now and haven’t had a response.
I was told that they were going to take the $129.99 OFF the sale price as an additional reduction, but that never happened!  I only received an adjustment of $53.50.
What is so difficult to understand is beyond me.  Someone from the corporate office has to contact these people and resolve this matter.
I’m not calling the store directly and I’d appreciate someone from your customer service office contact me at ###-###-#### asap.

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

Sincerely,
********* *******  

Business Response: According to the notes on this customers invoice, **** ******** (the store manager) has reinstated the customers contract and also issued the refund that she wanted. If that is not the case, I suggest that she contact **** ******** at our ******* store to straighten everything out. He did all of this on 8/*/13 in writing to her according to his notes. So, she should now have a valid contract and her refund.

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,
********* *******  

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: P. C. Richards & Son sent me a PROSCAN tablet as a premium with s Chicago Tribune Digital 2 years subscription. After three weeks the table no longer would turn on. I have made multiple attempts to resolve this to no avail. I have spoken with several of P.C. Richards & Son employees with their promise to call me back with information regarding the replacement of the non-functioning PROSCAN tablet. No one has called me back. I have left phone messages for ***** at P.C.Richards & Son and he has ignored my messages. The motto of P.C. Richards & Son is "HONESTY, INTEGRITY, & RELIABILITY"; I wonder who this includes, certainly not anyone working for P.C. Richards & Son that I have dealt with are honest, or reliable.

Desired Settlement: I want a working PROSCAN tablet.

Business Response: Cutomers invoice is ********* and they will have to contact ***** ********** at ****************************** and he will have to process the exchange for them. We cannot do that from this office. There should be no reason that an exchange for a new one cannot be processed.

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:

Here is a copy of the email sent to me by *****:

Dear P.C. Richard & Son customer,

 Thank you for your recent feedback on PCRichard.com. I apologize that our warehouse location is not available on our website. We can still set up a pick up from this location if you want. Please call us at ###-###-#### begin_of_the_skype_highlighting ###-###-#### FREE end_of_the_skype_highlighting (option*) to do this. Please let me know if there was anything additional that we can assist you with.

Thank you, ***** P.C. Richard & Son Online Sales Managerv

Given that this response makes no sense what so ever, I have purchased a 7" Tablet on Amazon to replace the "freemium". This has taken up way to much of my time and I want BBB to close this matter today.

I HAVE HAD IT, I CALL "UNCLE"....THEY WIN!

 

 

 

 

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


Sincerely,

**** *****




 

Business Response: So, I guess that it is as we have nothing more to add to our previous statements.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April *** 2013 I had a 70 inch TV delivered to my home. My salesperson in the ******** store told me that the old TV would be removed at no cost. (Also bought at PC Richards) I advised the salesperson that the TV to be removed was a large projection TV, 65 inches. Once the delivery men arrived they didn’t even knock at the door, they abruptly removed the TV from the truck and started walking to the house, I walked outside and introduced myself and received no response. It was obvious that they were having a bad day. The larger of the 2 men came into my home smoking. I made them aware that they would be taking the old TV and that the prior delivery men had brought the projection TV into the house in 2 parts. They ignored me and started to fight about what to do. Within seconds the smaller of the 2 men was at the bottom of the stairs and the larger of the two pushed the TV down the stairs, just pushed it. It was like a movie. The TV fell on its side, bending my railing and damaging my wall. Once the 250 lb TV wedged itself into the wall, I became obvious that the delivery mans life at the bottom of the stairs would be spared. My wife started to get very, very upset. They ignored us, righted the TV and continued to damage my home with its removal. I am 49 years of age, and this is my first complaint to the BBB. I have spent Tens of Thousands of dollars at PC Richards, but will do my best to avoid them in the future. A PC RICHARDS TRUCK came to my home; it was clearly marked on the side of the truck. After the damage to my property, I called PC Richards and was referred to a manager from a "delivery company" who came to inspect the damage; he did so and acknowledged the damage. This “manager” told me to get an estimate. I did so and contacted PC Richards 3 more times to no avail and no resolve. I paid $850 dollars out of pocket for repair and my railing is still damaged. I think it unfortunate that PC Richards seems to care less about me, the consumer that keeps them in business. My next step will be to sue. I could not be more disgusted. There are certain companies that have held themselves to a higher standard over the years; obviously PC Richards is no longer that company. Yours truly, **** ********

Desired Settlement: Apology and refund of out of pocket.

Business Response: Looks like the damage claim is being handled by the head of our installation department. I suggest the customer contact him at ******************** or call him at ###-###-#### to follow up and to see what is happening with their claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a GE convection Stove Model # JGB600SETSS on Nov ** 2012. The Stove went on Fire on August * 2013 and we could not contain it so we called 911 to get the Fire Dept here. Many Trucks showed up form many Companies.. None of them gave us any paper work. We called PC Richards to notify them and they sent an Investigator with in 5 days. After his visit we phoned the Company asking for a New stove. There was no diagnosis given to us as to why the Burner in the Oven Flamed over and was out of control. We were told t hat we will not get a new Stove until they get a Fire report from us. After many phone calls for many days, we tracked down the proper FDNY authority that would create the report for us. As of 8/**13 aT 8:30am we were told by the FDNY that the report still hasn't been created yet and is Not available. I b egged the store to send us a new stove as we have no way of cooking. They refused to honor their warranty or the Contract we purchased form them. We feel we are being held Hostage by this company for a new stove. its not our fault that the Fire report is not available to this date. After 11 Days we are totally frustrated with their behavior and service. I want a new stove Now. Thank you ******** ******

Desired Settlement: A replacement and a bad m ark for their not educating us on what the consequences are if the stove should catch fire. And this is a possibility for all stoves. Can GE send a representative to review the stove and make sure that we did not buy a refurbished unit or one that did not pass GE's Quality assurance tests. Please help us Thank you

Business Response: This customer is still under the one year manufacturers warranty from G.E.. That being said, we cannot get any authoriztion for a new range for them from G.E. unless we can supply G.E. with that fire report to show that the fire was caused by product failure and not by customer abuse or misuse or by a grease fire.

Business Response: I have placed a return authorization on the customers invoice ********* so that they now can contact the manager at our Ozone Park store where they made their original purchase and they will have full credit of what they paid to exchange it for the same model or to reselect a different make and model. If they want the same make and model all they have to do is call the store and they will do the necessary paperwork to do the exchange. If they want a different make and model they will actually 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,

Thank you all

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Back on July **, 2013, I needed to buy an air conditioner, due to the excessive heat. I wanted a portable model, so that I could put it in my upstairs bedroom, which is a bit large. The salesperson showed me a floor model of an Amana Portable A/C, it looked OK and so I bought, not the floor model, but a brand-new one sealed in its box, using my credit card. Unfortunately when I brought this unit home and put it in the upstairs bedroom, it turns out that the A/C unit was defective and even when you stood right in front of it, you did NOT feel any cold air coming from it. It was about 90 degrees and I was sweating, even with the air conditioning turned on. I immediately realized that I had made a mistake purchasing this, and promptly packed the unit back in its box, and with receipt in hand wet back to the store to return and try to get my money back. This is when the store manager pointed out to me me -- a very sneaky clause that they had put right on the receipt, it is worded in such a way, that no matter if the unit or merchandize is in good working order or defective, once you open the box -- according to P.C. Richard & Son -- you are stuck with that item and they will only give you a store credit. This is what it says on the receipt: that if they deem an item Non-Returnable/Non Refundable (and an air conditioner falls within this definition according to them) the receipt states: "If opened and/or used, this merchandize is Non-Returnable and not sold on a trial basis:....". How in heavens name would I be able to tell if this item, sealed, brand-new in its box was in good working condition, unless I opened the box and took it out and tried it! To make matters worse they charged me $319.97 and taxes, for this useless piece of garbage. After a very nasty argument with the store manager, where I told him, that I did NOT want to keep that useless air conditioning, and that I wanted a afull refund, he refused and when I insisted that I did NOT wanted to keep the item, he just gave me a receipt for a store credit! I do NOT want to ever again shop at this or ANY P.C. Richard & Son store EVER AGAIN! I eant them to apply the refund to my credit card. I do not want their store credit!

Desired Settlement: As I could not get P.C. Richard & Son to listen to me about me wanting a FULL refund of my money, and I have already returned to them the defective A/C unit, and as I do not WANT to use the store credit they gave me -- as I do NOT want to EVER shop there again! I want my full money refunded to me, as I believe that clause they have in their receipt is totally illegal -- as it forces the consumer to buy their merchandize, setting up a totally impossible condition on certain items you buy, so that thy don't have to be a responsible business and give their customers a fair service or sale.

Business Response: I will refund the $347.57 in question back to the customers American Express Card that they used to make that purchase and put a copy in the mail to them today.

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 checked with my credit card company and they verified that indeed the money was refunded.

Sincerely,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a wall oven on 6/**/13. Service came out on 7/*/13 because the door was not on properly (didn't close all the way). They jiggled the door and said it was fixed. I used the self-clean feature once with no problem. The second time I used the self-clean option on 8/*/13 it would not shut off after 5 hours, even though the time was up and showed 0:00 after the four hour cycle, we were unable to open the door to shut it off. It became so hot you could not touch the oven. It was necessary to shut the circuit breaker that left my kitchen, including my refrigerator, without power. I called the store in Paramus where I purchased the oven six weeks ago. They told me I could not get assistance until at least Tuesday, 8/**/13, and put me on hold to try to get someone out sooner. After being on hold for 15 minutes, I hung up and went directly to the store with my sister. When I arrived there was a male customer screaming at a salesmen about a problem he was having. I asked for a manager. When I told the manager, ***, my problem he called service. He actually tried to the best of his ability to get me someone to come out immediately. They told him they could not come out until Wednesday, 8/**/13. Since I am a recent widow, I was told if I didn't know how to shut off the power to only the oven, I should call a neighbor. At that point I started to tell the other customers what was happening and suggested they not make any purchase. A salesman told me I was not allowed to yell in the store. The male customer was still yelling, no one was telling him to stop. Meanwhile, I went over to the male customer who was still yelling and the salesman who was assisting him gave me a snide comment, I told him what he could do and another salesman, **** told me to watch my mouth, there were children present. There were no children present and no one was telling the male to be quiet. I asked the salesman his name, and he rudely said to me , what's your name. When I told him my name, he gave me his name. At this point the woman behind the customer service desk told employee, ** **they (PC Richard employees)are not allowed to give out their name. Why is that? Meanwhile, when I left the store, the male customer was still not getting satisfaction. Besides the embarrassment and upsetment they caused me, I still have no oven, and no date/time that someone will be coming out to look at it. I am not comfortable keeping this oven as I feel it will cause a fire. I have a warranty, but I am still being told they will not replace it, until they look at it. If they refuse to replace it I honestly will not be able to use it. Thank you for any assistance you can give me in this matter.

Desired Settlement: Replacement with another oven that works properly.

Business Response: This is a G.E. wall oven and before we can receive a return authorization from G.E. to replace it, they have to have the opportunity to attempt a repair. Customer is scheduled for service with G.E on 8/**/13 and if they cannot properly repair it at that time we will appeal to G.E. on this customers behalf for a replacement.

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 by *** the manager of PC Richard  on Saturday 8/**/13 that someone named **** from service would call me on Monday, today, 8/**/13. I waited until 1:00 P.M. today and still had not received a call as promised. 

I called  service department and  GE myself this afternoon 8/**/13. The earliest time they will come out is Wednesday, 8/**/13 between 8:00 A.M. and 4:00 P.M. I explained that I work until 4:00 P.M. and requested a later time. I was told that they never come out after 4:00 P.M.

I am unable to take off from work, since I am on vacation and returning to work on Wednesday 8/**/13. I told *** that, as well as the service department that I am home today and tomorrow. I could be home by 4:10 P.M. any day of the week, but they will not accommodate me.

I feel I am being more than cooperative.

 I am still unable to even use the oven for cooking, since I am afraid it will not shut off again. If this is not resolved this week, I will be forced to have someone remove this oven from my premises, as no one will guarantee it is not a safety issue.


 

 

 

 

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


Sincerely,

***** *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Pc Richards delivered a refrigarator the delivery man damaged my floors, walls and moldings. When I told him what he done he flipped out on me and started cursing me out. He made a bunch if derogatory comments towards me and my wife who at the time was 9 months pregnant. He would not leave my house. I called pc Richards and they are telling me it's a subcontractor who delivered it. . So now I'm dealing with spirit and the lady ***** ********* is very slow at getting back to me and she also told me the driver has to pay out of his pocket for this damage. . I have sent photos and estimates. I want this damage to be paid for. It's been 3 weeks already and now there telling me I have to wait for there insurance adjuster but before the estsmate was sent she told me the driver was gonna pay for it but now tge adjuster has to cone and then she tells me she wont be in next week so now im looking at over a month.there are giving me the run around I bought this refrigarator from pc Richards I want this damage fixed in a timely manner.

Desired Settlement: I want the damaged in my house repaired

Business Response: This must be handled thru the insurance process which unfortunately takes time. Do not know why they were told the driver would have to pay out of pocket. All our drivers are insured and it will have to go thru their insurance company. As long as all the estimates have been submitted I am sure that the process will shortly be resolved. 

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 unreal how unprofessional your company is. You work for pc Richards and your telling me you did your part and to take you to small claims court.  Instead of taking care of a loyal customer for 15 years your answer is take us to court. Get on the phone and call ***** *********. That lady should be fired for the way she has handled this situation. What department are you from I assumed you were from corporate.  

 

 

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


Sincerely,

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




 

Business Response: We have contacted ***** and her office on numerous occassions just as you have. If they are unresponsive to your calls and messages I apologize but this department and corporate as well does not get involved in damage insurance claims so we cannot assist you from this end. Obviously there is something wrong and it is possible that your claim may have been denied but you should at least be entitled to an answer so that you can take whatever action you deem necessary to settle your claim.  This venue is merely to respond to consumer affairs regarding your complaint and to do whatever we can from this end to assist. We cannot settle your claim from our end as that has to be done through our insurance carrier which is what her office handles. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In July/August 2012, my husband and I purchased stainless appliances (refrigerator, stove and dishwasher). We also paid $125.00 for the installation of the dishwasher. A working dishwasher has been in the same spot for 20 years. We just wanted to update our kitchen with stainless steel appliances since our son was getting married. This kitchen is rarely used as we have a second kitchen off our patio that we use daily. I did not notice that the dishwasher was not draining the water until xmas of 2012 when I have company and we eat upstairs and I use the dishwasher. Numerous calls later and numerous attempts to fix the problem have been unsuccessful. PC Richards even replaced the dishwasher but the same problem is reoccurring. Today, another technician came and he told me that the drain hose needs to be replaced. Well I am amazed...the dishwasher comes with the hose yet they never put that one in. They use the existing one. Last time I was asked to pay an additional $65.00 because that was needed to fix the problem. We did pay and PC Richard did reimburse me. However, I still do not have a working dishwasher. How difficult, if they (the technicians) do this for a living, fix my dishwasher to drain. I don't feel this is an outrageous request. I bought a dishwasher, I paid the installation fee, yet the dishwasher (a year later) and has not worked from day one. Since December 2012, I have complained numerous times.

Desired Settlement: I want my dishwasher fixed immediately. I am tired of the various technicians that have come and no one is able to solve my problem. I want someone who is competent and knows what they are doing. I want them to install the dishwasher the way it should have been with the hose that comes with the new washers. I want the installation to be done correctly. I also want, since I purchased insurance for the dishwasher, to be extended since it never worked from day one.

Business Response: The dishwasher in question was just exchanged for a new one on 6/*/13. If that uniit is the one that this complaint is about, the customer should call us at ###-###-#### and have the telephone representative connect them to a supervisor so that we can set up a re-installation of that dishwasher if that needs to be done. The customer is under the manufacturers warranty G.E. until 6/*/14 and if they need that unit to be serviced they can call G.E. directly as our contract does not even kick in until 6/*/14 so we have no reason to extend that. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Since May *, 2013 my LG Refrigerator has not been working properly, and to this date and 8 visits and many parts replaced, there still is no resolution to this problem, I call the center ###-###-#### and ask to speak to a manager and I am placed on hold for a very long time and no manager ever answers my calls, I have visited the center on ******** ****** due to no answer over the telephone and all they do is call their ###-###-#### number and promise me that it will be repaired or replaced, however, the frig is still out of service, the running water is still in my Kitchen SINCE MAY *, and the problem still exists.

Desired Settlement: AT THIS POINT THEY HAVE THE RESPONSIBILITY TO REPLACE MY LG REFRIGERATOR OR REFUND MY MONEY AND ALSO THE MONEY THAT I PAID FOR THE WARRANTEE WHICH IS WORTHLESS!

Business Response: I have placed a return authorization on this customers invoice **********. They will have credit of what they paid for that refrigerator in 2010, $1740.99 towards the reselection of a new refrigerator. They can go to our Astoria store to reselect and all the information they need  will be on that invoice on our computer system. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Samsung Galaxy Tablet from them on April **, 2013. I bought the best cover they had (which they confessed is no better than a dust cover on June **, 2013), and the PCR Ext. Service plan. My tablet fell two feet off of a bookshelf and cracked. When I brought it in to be repaired they told me it was my fault for not having a better cover for it, and that they only cover defects in the tablet (which I believe Samsung would be responsible for). The solution they offered was that they would refund my extended coverage and sell me a new tablet. I was dismayed to discover that they would sell me a dust cover in the guise of a protection for my tablet, sell an extended service plan that doesn't actually cover anything not already covered by Samsung, and then take no responsibility.

Desired Settlement: I would like them to take responsibility for their products and services. It is a shame that they don't think that they should. I want to make sure that other customers aren't met with the same lack of customer service and professional behavior.

Business Response: Physical or impact damage is not covered under any warranty and regardless of what type of cover is on the tablet, if it fell to the floor it would have impact damage. Unfortunately neither Samsung nor PC Richard can be responsibe for an event which would cause phisical damage to a product. 

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 company knows what they've done, and they need to take responsibility.  I don't really care that they won't do anything to repair what was damaged.  I truly think that they should refund the cost of the "dust cover" they sold me, but I don't really care.  What I do care about is that they take responsibility for the future.  They shouldn't sell products as protection if they know that they aren't.  They claim that there are no covers that can protect tablets from a small fall, but it just isn't true.  You sold me no better than a dust cover, which you didn't tell me until after it slipped off the book shelf.  It's not worth my time to talk to brick walls, so I will make sure that I warn as many people as possible of your customer service policies.  

 

 

 

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


Sincerely,

**** *****




 

Business Response: I placed a return authorization for the dust cover on the customers invoice *********. So, if the customer returns the dust cover to the store they will refund the price of the dust cover back to the customers Visa Card. Also, the customer has already discussed this issue with that stores District Manager on 7/**/13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We asked what the cost of installation would be for two slide-out 10,000 BTU's air conditioners to be placed in casement windows. We asked 4 different P.C Richard affiliations: **** ********* *** **** *** ** **** **, and P.C. Richard's" live Chat." All 4 asked us for our zip code. All 4 quoted the same price for installation: $130 per air conditioner, for a total of $260. When we actually ordered the 2 air conditioners from **** ********, we were again quoted $130 installation per air conditioner. However, we were actually charged $230 per air conditioner, plus $40.83 tax, for a total of $500.83. While the air conditioner in the bedroom was being installed, the service person broke the window glass in several places. This broken casement section was 8 inches above the section where the air conditioner was being installed, and in no way connected to the area in which the air conditioner was being installed. I asked the service person to repair it, but he refused. Both service people called themselves "*****," and said that they were father and son. They left an enormous amount of broken glass, old a.c. parts, debris, etc., which took us 2 hours to clean up. They cleaned up a minimal amount themselves We also reported it to the salesperson at **** ********. He advised us that the service people"***** and *****" who had initially installed these conditioners had a "bad reputation" with their boss - they worked for Buckley Management - and with P.C. Richard, but he would not do anything about it. He said that Buckley Management was the only installer hired by PC Richard, and that nothing could be done. Our building handy man repaired the broken window and charged us $100. The initial air conditioner installation was defective in a number of ways, including plexiglass that was improperly cut and improperly glued. We were charged $75 per window for the plexiglass, which was the price we had been previously quoted. However, when other service people returned to repair the plexiglass, we were charged an additional $60. I lost a total of 6 days from work because: on 3 days they completely failed to show up as agreed and scheduled; and on two days it was because they had to return to repair their poor installation. Ultimately, we were forced to exchange one air conditioner for another,(more expensive one) because the owner of the install company, ******* ******* of Buckley Management, refused to admit that the initial installation of the air conditioner was faulty, and refused to repair it, or the broken window, or the improperly cut and improperly glued plexiglass. He simply told us to buy several fans for the room. The initial air conditioner rattled, the compressor did not work at all, the fins could not be moved to another direction, and there was no insulation/foam installed inside the unit. It was simply easier for us to purchase a new unit. It should be noted that the two service people who subsequently repaired the plexiglass - ******* and *** - appeared to do a good job.

Desired Settlement: We are requesting a total of $400.83 to be refunded: We were charged $500.83, when we should have been charged $260, for a difference of $240.83. We paid the building handyman $100 to repair the broken window which Buckley broke and refused to repair: $100.00 We paid an additional $60 for the plexiglass that was incorrectly initially installed and for which we had paid $150: $ 60.00 The total difference due to us is therefore: $400.83

Business Response: This issue will have to be resolved by the customer with our head of installations. They should contact our installtion department managers at************************* or *************************** as they are the only ones that can make any refund adjustments on installation 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:

 

Our complaint has neither been accepted nor resolved as yet.  On 6/** (today), we received the following message:
"This issue will have to be resolved by the customer with our head of installations. They should contact our installtion department managers at ************************* or *************************** as they are the only ones that can make any refund adjustments on installation issues." We responded today, (6/**) and sent an email detailing our complaint to both department managers, as well as sending a copy to ***********************.

 

 

 

 

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


Sincerely,

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




 

Business Response: As per notes on our system from ***** ***** out installation manager, a check request was issues for $120.00 on 7/*/13 as full and final settlement for a broken window. If that is not what the customer agreed to with *** *****, then I suggest that they contact him again. I also see that a refund of $282.87 was also processed on 7/*/13 and refunded back to the customers Visa card. I have no idea what that was for.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July **, 2013, I purchased a washing machine from this company. I was told by the salesperson, ***** ***** that the movers would remove the old machine ( filled with water), the new machine would work like the old one, be easy to hook-up, and if I had any problems, i could return the machine. On July ****, the machine was delivered, The movers were angry and cursing at the fact that they were asked to remove the old machine in this condition; demanding that aI call the rep.; stating that he was a liar. When they left, I put on the machine and it did not work. I called ***** back and he never came to the phone; service said i had to call back the next day. When I called back, they said that the machine did not work like other machines; the water was supposed to fill up, drain out, and fill again before the clothes began to wash. This is not what i wanted in a machine. I called the manager, *****, who said I could return the machine and get a replacement but not get a refund. I was charged $50.00 to have the machine delivere. Now I am to pay to have the machine sent back and pay to have another machine delivered to my home. I do not want to do any further business with this company

Desired Settlement: I am requesting this company to receive this machine back and refund me the money for the machine and the cost for the delivery.

Business Response: Appliances are not sold on a trial basis and home appliances are not refundable as per our merchandise return policy. We can give the customer full credit of what they already paid us to exchange  the washer or reselect a differnt make and model.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: hi i have got a brand new fridge GE GSHF3KGXBB in jersey city from pc richards on 8/**/09 i have also got an pcr extended service plan for 5 years my mistake was when i have got that fridge the salesperson put down as delivery adress as ** *** ** ****** **** but i live at ** *** ** ******* i told the salesperson right there that i live in bayonne not jersey city and he told me just keep this recipt and i will change in computer . never did change anything . when they delivered fridge it went to jersey city so i had to wait extra time for delivery that day now my fridge is broken i had a service person come out about 2 months ago to fix it and they went to jersey city adress but the guy i spoke with very understanding and polite and told me what he would be to me in 10 min and he did now last week i had same proble with it and i made another service appointment for today i get a phone call from service guy tells me he is ringing door bell and noone is answering i asked him if he is at right adress and he told me ** *** ** ****** **** i told him its bayoone not jersey city he said he can come now i have to call service again i spent whole morning on the phone with pc richards service name **** and they still dont have no answer meanwhile my fridge is broken it makes terrible knocking noise and i cant work because i have to wait for service to comeout

Desired Settlement: please fix adress and possibly new fridge

Business Response: The correct address is in the comments on the customers invoice but that is not good enough so I will correct the address on the front of the invoice so that we now show the Bayonne address. The other issue is because G.E. services their own products so if we do not send them the correct information they would not know where to go. This will not happen in the future once I change the ship to address on the invoice which I will do immediately.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We moved into our home in November and purchased all of our kitchen and laundry products from pc Richards. We spent a lot of money on these appliances. On top of that we were talked into getting extended warranties on certain items because if there were any issues they come out right away to take care of them. So, in June, only eight months after we purchased all of our new appliances, our refrigerator went. It is bad enough that our eight month old refrigerator died but then it took three full weeks to get it fixed. I emailed this company prior to coming to this site and received no response. that does not say much about PC Richards. We have two very small children and therefore did our best for awhile to keep things cold with ice but after the first week that was impossible. My son has a medical issue that requires him to drink milk with his medication which was not possible given our situation. We lost over $400 in food and went through a lot of problems due to this ridiculous situation. I feel that pc Richards should at least refund us for the food that was lost. They really should also be responsible for the medical bills and the eating out expenses that we incurred. I hope that this company chooses to do the right thing because as of right now I am a very unhappy customer.

Desired Settlement: Refund for loss at a minimum of $400.

Business Response: This customer is under the manufacturers warranty until November 2013 as our extended warranty does not kick in until November 2013. They would have to contact the manufacturer at this time to see if they provide for food loss due to service that was needed. Once our extended warranty kicks in our provisions for food loss would only cover up to $100.00 if not serviced within 48 hours of the call being placed and at that time we would require receipts for the food that was lost. 

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 purchased the product from PC Richards therefore they should have stood behind the product and work with Kitchenaid to have the problem rectified.  The response offered is just PC Richards passing the buck so that they don't have to take responsibility.  My family was without a refrigerator for three weeks and had to deal with a lot of issues as a result.  I would appreciate them taking responsibility for the products that they sell and send us a refund for our loss.  

 

 

 

 

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

Sincerely,

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




 

Business Response: We are not "passing the buck". While under the manufacturers warranty the customer must abide by the manufacturers warranty. We will stand behind the product as far as getting service for the product out to the customer but if the manufacturer does not have a food loss program while the product is under their warranty then we cannot be held liable for that. As stated we do have a $100.00 maximum food loss provision under our extended warranty and will reimburse this customer up to that amount if they send a letter to our food loss department with a list of the items that went bad. We will do that as an accomodation even though this customer is not under our extended warranty at this time.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a keurig machine on May **, 2013, and it no longer works. I also have a 2-yr-warranty. My machine does not brew coffee. When I brought it back to the store last week, they said they were going to honor it when they got the shipment from another store, but this is a clearance item. I went there today and they told me that since there was no box (who is going to keep a box?), they can't honor the warranty I am being charged for. Something should be done since I have a warranty. The one salesman was going to make an exchange (name is ****** ******) and then one bald head guy said no since they don't get commission. All about the all mighty dollar.

Desired Settlement: I want my money back. The total was $125.16. $99.96 for the machine and $15 for the warranty, and the rest in tax. I paid $25.16 on my PC Richard card.

Business Response: I have placed a return authorization on this customers invoice ********* so that they can return the item without the box and receive a store credit to reselect.

Consumer Response: So what is the final outcome?

Business Response: I already responded to this complaint. On 7/**/13 I placed a return authorization on this customers invoice so that they can return that item without the box and receive a store credit towards reselection of a new machine. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: $1000 PC Richard's rebate never issued despite multiple phone calls to rebate redemption center and visits to store where appliances were purchased to speak to manager and sales person who sold us appliances. I have appliance receipts, copy of rebate form and proof of mailing rebate form from Post Office as directed & within time frame. We have been trying to resolve this issue since last July with no results. The company has given us many different excuses each time we communicate with them as to why a check has not been issued as of yet.

Desired Settlement: Rebate check from PC Richard for $1000 as promised when appliances were sold to us.

Business Response: The person to contact regarding this issue is **************************** and he will be able to assist this customer and investigate as to why or why not this customer is entitled to the rebate in question.  

Business Response: In order to put an end to this issue, I will process a $1000.00 refund back to the customers Visa Card that they used to make this purchase. and put a copy in the mail to the customer today.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a smart TV by LG and hooked it up for the first time in March 2013 after I finally moved back home after Hurricane Sandy. My first set was destroyed. On July *** it was no longer working. I have in-home service but they were not able to repair it and took it to the shop. I have been without TV for 3 weeks. ****** electronics was extremely rude. They initially took it to the shop because they said it would be faster. When they finally repaired it, they said I had to come get it and refused to set an appointment to return it. They hung up on me and said I was refusing my own TV!! The man at ****** was so extremely rude that he actually reduced me to tears. PC Richards was aware of this. It was a brand new television and I should not have to go through all of this. It has been a nightmare.

Desired Settlement: New TV or store credit.

Business Response: The customer is 100% correct. Unfortunately we have nothing to do with ****** service as the customer probably called Samsung direct for this repair and they sent ******. He should make Samsung aware of this situation. I do not know why the customer did not call us for service as we service what we sell and are authorized to do Samsung repairs under the manufacturers warranty as well as under our service contracts. I have no idea why Samsung did not refer this customer to our service department but I will make our service manager aware of this. 

Business Response: Just get the TV back from ****** and then call us at ###-###-#### and have a supervisor process a credit to exchange the TV or give you credit to reselect. Our service center is located off route 110 in Farmingdale (FYI) . In the future if you need service you should call us at ###-###-#### and we could set up next day service and most likely repair the TV in your home or if it has to be pulled to our service center our turn-around-time is 3 to 5 business days.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The stove that I purchased on 08/**/2012 has not worked properly, the repair personnel has been to my home serveral times fixiing the same problem. I stated that I would like to have a new stove not this broken down one, but they have refursed to give me one. I think that they think that they are going to keep coming into my home. I do not like this they might be staking out my home to rob it. I do not like this, it is a little upsetting.

Desired Settlement: I want a working stove, I paid for a working stove.

Business Response: Customer is scheduled for service on 7/**/13 with our own techs. If we do not resolve the problem at that time we will give customer credit to exchange or reselect.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a loyal customer of P.C. Richard & Sons for approximately 20 years, I hold a PC Richard Credit Card for my Corporation Pelaez & Rolo Corporation, a Property Management Company in Hudson County New Jersey, I have purchased all of the appliances, I.e. Refrigerators, Stoves, Commercial Washers and dryers from your company and have always espoused your great customer service to all my associates in Property Management and property owners, as I have always received the best possible customer service at least that was my experience until recently. Last week I took a friends laptop, which I had purchased at the West New York Store 2 years prior as a present for out of warranty repair the reason for the repair was that the laptop a HP Compaq was giving a error message “ Internal fan not functioning properly “ since I know absence of a working fan can be mortal especially for a laptop I brought it in for service and told the female attendant @ the customer service desk of the same store that I needed to have the fan replaced or serviced, I was given paperwork to sign which included signing a release in the event the technician needed to re-format the hardware in order to complete the repair, I signed it because I was under the impression that it was their protocol but since I have never had a bad experience at PC Richard I felt confident that no technician would need to re-format a hard drive for a fan issue, after all the problem was hardware not software, I was called to pick up the laptop on July *, 2013 and the tech’s comments stated Cleaned Fan and re-checked system, I paid the $ 100.00 charge and when I opened the bag and removed the laptop and started it up I was shocked to discover that they had in fact re-formatted the hard drive, the majority of the icons were missing, the programs were deleted and over 2300 purchased mp3’s as well as photos and documents were all gone, I was furious to say the least in that I recommended taking the laptop to PC Richard for repair so I called the store back and explained my situation and asked to speak with the supervisor of laptop repairs and was given an 800 number which turned out to be computer techs that worked at providing customer support not computer repair, not knowing I was talking to the wrong individual I explained my displeasure with the unnecessary re-formatting of the hard drive and both of the techs agreed that it was unnecessary , but explained that I needed to call the store where I took the unit for repair and ask for the manager, I then called and Spoke w a *** ***** ***** I again explained my displeasure, but he said that it was too late to contact the department that made the repair and since they would be closed in observance of July 4th couldn’t contact them until Friday, he further stated that he would leave a message for a *** ****** who would be the day manager on Friday, July *, 2013 so that he would call and then call me back on Friday morning I received a call from a young man who was the supposed technician who serviced the laptop he stated that sometimes a fan issue can affect software, and that I had signed the release, I re-iterated that I the comment on the pick-up slip stated that the fan was cleaned and the system was checked, and although he was extremely courteous and patient I got the impression that he was making excuses for having re-formatting a hard drive unnecessarily, finally he admitted that the reason he re-formatted the drive was that after he cleaned the fan and it was functional he checked the computer and felt it was running to slow so he thought it best to re-format the drive. I told him that we had no issues with the speed of the laptop and that possibly he thought it was sluggish could have been due to the fact that it had over 2300 MP3’s and a lot of photos, but I had not brought my computer in for any system or software issue, realizing that talking to him repeating his excuses was getting me no where so I ended the call and called the store again requesting to speak to your *** ******, I was told that he was busy unloading a truck and that they would have him call me back, which he didn’t he had a ****** ****** call me who stated he was calling to explain to me being that he had worked as a technician previously and as such he was more informed to explain to me the situation, then he went on a diatribe about how technicians need a reference point and that a fan can cause temperature problems, again I knew I was going nowhere, he seemed like a slick talker that just wanted to give me a convoluted excuse but I kept arguing that I didn’t believe all the excuses as far as I’m concerned they screwed up my friends laptop and now were just trying to cover up their error and defended themselves by repeating that I signed the waiver, which I was now told I could have refused to sign and they would then have had to call me to agree to the re-formatting, I would think it would behoove the company to explain this to the customer prior to having them sign a release , I would think it would be more expeditious for the techs to back up the customers hard drive with another external drive and then re-store the laptop to its original state, I was told that would add another day to the repair. He stated that in the future I could refuse to sign the waiver and then I could make arrangements to have the information transferred to another drive, I stated that I would never again bring anything for repair to PC Richard much less a computer. I then asked if I could get the name of the supervisor in charge of your Appliance repair department because I was having problems with that department as well , he said I would have to speak with *** ******, because he was not at liberty to give me the name or phone number of the supervisor of that the department, as I would have to go through all the channels before I could get to a supervisor, I explained to *** ****** that I had called last week for service for 2 Whirlpool Commercial Clothes Dryers (which were purchased @ PC Richard, and Originally I was told that they couldn’t get someone out to me until July **, I then explained that I couldn’t wait that long as they were the only 2 dryers in my multiple dwelling and they said they would try to accommodate me at an earlier date, I had to recall your service department ###-###-#### again as no one called me back, again I went through the endless hoops of either ill trained customer service reps or antiquated computer systems but they couldn’t locate my account with my office number ###-###-####, which I have used for the countless purchases nor could they locate my records with my private cell phone number ###-###-#### finally they located me with the Corporate name, or my name, in any event they gave me an appointment for Wednesday July *** and was told that the service representative would call me on the morning of the *** and give me a window as to when he would be there, I received a phone call that morning from the tech who indicated that he would be there between the hours of 11am and 3 pm, I explained that I was not a resident of the address and as such didn’t want to be there 4 hours waiting, and asked if he could call me back ½ hour before he would be going to my address and he agreed, now mind you when I called in this request for service I explained in detail the problems I was having I gave them the make, Whirlpool, Model #**********, I explained that one machine was making a loud scrapping noise when it was working and when I opened the door I saw a felt belt stuck in the crevice between the drum and the body of the interior, and I told them I removed the belt thinking it was the cause of the noise but once removed it wasn’t as the machine still has the noise, and I told them that the other machine was not heating and that I had removed the lower panel and had seen that neither the glow bar was glowing nor was it igniting, when the service man arrived ( a young ********* man ) I started telling him the same thing when he told me that he only had a work order for one dryer not two, I said that was impossible that I had called on two occasions and always told them that it was two machines with two different issues, but he looked into the machine w the noise and asked me to start it which I did, he didn’t seem to know what I was talking about when I mentioned the felt belt but then told me that it was part of the drum and that I would have to buy another drum, I thought that was kind of ridiculous as it should be available separately which in fact it is “ Drum Felt Seal Mfg P/N 280114 for an approximate cost of $ 27.00. Then he removed the front panel from the second machine and used his tester and determined that the unit needed an igniter and a flame sensor so I asked him if he had it on his truck and he stated he didn’t ? I was dumbfounded how is it possible that a customer gives you specific information regarding the appliance NO Heat, NO Glow Bar, NO Combustion and you come to supposedly repair the unit and you don’t have these items on the service truck ?? I could understand if it was a motor or another part uncommon but igniters and flame sensors are common items for the repair of this issue, he stated that he would have to order the part and he would call me later with prices for the drum , the igniter and the flame sensor, which he never did. I called the 800 number later that day and told them that the service man never called me as he said he would and I was told that it was too late and I would have to call back on Friday as the repair department was closed for the 4th, I called again and requested to speak to a supervisor or the person in charge of appliance repairs and again the customer service rep couldn’t locate my records with my office number, my cell number, it took her about 15 minutes to locate my records and she kept saying she would arrange another appointment and I kept saying I wanted to speak with a supervisor and she kept trying to make another appointment, finally she listened to my repeated requests to speak with a supervisor because I told her I doubted I wanted to make another appointment as the lack of service was unbelievable, she then stated she couldn’t connect me to a supervisor but she would send him an email and he would call me back before 5 PM. I re-called your *** ****** and asked for the name of the supervisor and he at first he said he would give it to me but when he returned he just told me that he had checked the system and he said it was clearly stated that I had called and that I would in fact get a call back from the supervisor which I didn’t receive on Friday or Saturday , oh yes btw when I called to find out why the tech hadn’t called back the rep stated that she saw that I had COD service on a washer Wednesday not the two dryers I had called in, so something is seriously wrong with the customer service reps in appliance repair. Sincerely yours, ***** ** ****** President Pelaez & Rolo Corporation Property Management Company ms with their

Desired Settlement: The re-formated hard drive has no resolution as they deleted over 2300 PAID MP3's but they should at least refund the cost of the service being as they caused more damage by unnecessarily re-formatting the hard drive. In essence it cost $ 100.00 for PC Richards to eliminate close to $2000.00 worth of music !!!! The problems with the appliance repair department had no monetary loss as the supposed service man did nothing so I wasn't charged.

Business Response: Please have customer contact our computer service manager at *************************** and he will be able to assist them once he investigates what happened.

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 *** ******,

Just a line to let you know that I haven't heard from *** ****** ****** of PC Richards at *************************** and the case is yet unresolved due to no response from the merchant.

Sincerely Yours ,

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

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





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


Sincerely,

***** ****** 



 

Business Response:  I have been told that ****** ****** has been out of the office with a medical issue and will be returning on Monday July ****. I suggest that the customer e mail him again on that day with his complaint @ *************************** ** he can call Carlos directly at ###-###-#### so they can resolve the issue at that time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On June *** I purchased a HP laptop from the PC Richards located on ** ** in Union NJ. During my purchase I observed one of the sales associates approach the sales associate that was helping me. He spoke to him in a low voice in which the sales associate assisting me responded "nah ima do the right thing" and the other sales associate repeated this and the two walked away to the back of the store. I purchased my laptop and left the store. I set the laptop up with assistance from the HP helpdesk on June *** and **** and returned the laptop to the box. On June **** I attempt to use the pc again and noticed there was now a green "vine" going throught he screen. Knowing 100% that I had not done anything to cause damage to the laptop (as it had been stored and unused since purchase). I took the laptop to a local PC Richards and was told it was a cracked screen. I was told that I would have to pay to have the screen repaired. How does a laptop screen just "crack" on its own when its sitting on a self. Also, there was a comment made from the PC Richards store that I had returned the laptop too regarding the store where I had made the purchase from which only heightened my suspicions that soemthing shady was going on. In any event I am not stuck with a laptop that does not work that was unused and requires me to pay repair cost. I was told that non of the warranties (even the extended protection that I had purchased would cover this). So i had that coverage removed. Why am I paying $100 for protection against something outside of my control and its not covered.

Desired Settlement: I would have expected PC Richards to replace the laptop (I am a long standing PC Richards card holder in good standing and never had any problems) or honor the replacement under the warranty and/or extended warranty that I purchased.

Business Response: Unfortunately cracked screens are neither covered under the manufacturers warranty or any other warranties. Obviously the screen was not cracked at the time of purchase nor when the customer had it set up with HP. There is no way to know how or why it suddenly cracked but so type of impact damage must have happened to cause that.

Business Response: The "shady" dealings should be addressed with the store manager. The cracked screen is a different issue since the computer was out of our possession from 6/*/13 until the customer first reported the problem on 6/**/13. We have no way to know what happened to that unit while the customer had it in their possession.  

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's resolution was to speak with the store manager, which I did unsuccessfully. Hence the need to contact the Better Business Bureau.

Therefore, Please close this request as the consumer is not in agreement or accepting of the business's decision. 

Thank you

 

 

 

 

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


Sincerely,

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




 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

7/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: over 2 years ago i perchesed a navigation system. the salesman who in order to make a sale told me that i could get a new nav system after the second year for after time there would no questions asked. so ik payed the 20.00 dollars.i went into the same store and the story was absolutely diferent from the original sales pitch. they said i perchased a warenty wich was the first time that was mentioned. they said my warenty ran out this is a cleaer case of false advertizing.they would not give me the 20.00 dollers back

Desired Settlement: give me a new nav system as originaly promised to me

Business Response: If customer purchased a replacement contract in April of 2011 at the time of the sale, then it would have expired in April of 2013 as that contract runs from the date of purchase and only if the customer kept the original box and packing for the old unit.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on 7-*-13 I went to pc Richard& son and paid in full including installation of a amp and tweeter's for my vehicle. I was told by the installer to bring the vehicle back the following Wednesday 7-**-13. My wife called the said business and talked to the installer the tweeter's were in so she asked him to bring the vehicle there...He said no because he was swamped. I requested my wife to go there and return the amp and get my money back. My wife called me and said the Manager said he couldn't he didn't have enough money. The manager told my wife they would call her today 7-**-13 to pick the refund up. No phone call. $310. is nothing to sneeze at. I have said receipts in my possession.

Desired Settlement: I would like them to act like a Business and refund my money. And always remember "The Customer is always right".

Business Response: Order was cancelled and cash refund was issued on 7/**/13.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Charbroil Grill from P.C Richard in ***** ***** on 5/**/13. I purposely brought a model from the floor that was already put together (so I would not have to deal with the headache). I was sure that it was fine because P.C. Richard put it together and they are known for "Appliance Specialist". About 2 weeks later I tried to use the grill. OMG. The first problem was the ignition button did not work. When pressed the button would get stuck in. The grill did not even tick. I called P.C. Richard and advised them of the issue and a representative told me to open the propane tank more and see if it lights. I tried and still no luck. I asked the rep if I should try and manually light it to see if the propane would catch and he consented. The grill did light. The flame went up so high, I thought that the side of my house was going to catch fire. It scorched the top of the hood a little. After a neighbor helped me disconnect the propane and put out the fire I called P.C Richard back hysterical!!!!! The gentleman that I spoke with answered the phone and I advised him what happened. He advised me that he would send someone out to service the unit. I advised him that I DID NOT want service on the unit because it was not used and it is suppose to be new. I wanted to bring the DEFECTIVE unit back immediately.!!!!!. He kelp insisting that I let them repair the unit. I then asked him for him name and he would not give it to me. I advised him that all I wanted to do was either get a new grill or refund me back my money. He put me on hold and *** (another sales rep) tried giving me an 800 number to have the unit serviced (which I called and they referred me back to P.C Richard). I repeated my story again. He never tried to find out who advised me to manually light the grill. *** was very sarcastic and rude. He told me that they would have to send someone out to my house to service the unit. AGAIN I advised him that a NEW unit should not have to be serviced. After what happened I would be insane to use that death trap!!! I asked to speak with a manger. He then put ***** on the phone. ***** was just as bad as ***. Very sarcastic and rude. He did not even give me a chance to speak. *** talked to him in the background and he just listened to him and said that there was nothing he could do but send a service guy on on Tuesday between 12-3pm and hung up. He did not confirm my address to where the unit was and when my mother called (because it was charged to her P.C. Richard card) they were also rude to her. ***** did not want to come on the phone. He had a female rep answer and you could hear him coaching her in the background as to what to say. My mom gave them the address and they never showed up. She advised them that she would cancel her card if the issue was not resolved and they told her "That was fine". I mean how rude!!! We did nothing wrong but try and purchase a grill form P.C. Richard. P.C Richard was one of my favorite appliance store and I am very disappointed. I'm disappointed because I took home a defective unit and when I tried to get help they worsened the problem and the guy that told me to light manually just vanished. No one is going to own up to that. And no one in the store will help us.

Desired Settlement: I WANT A FULL REFUND OR A BRAND NEW UNIT!!!!!!!!!!

Business Response: I have placed a return authorization on this customers invoice ********** so that they can return the grill in question for a store credit of what they already paid us towards an exchange or to reselect a different grill. If the new grill that they choose is more money than their credit, then they will have to pay the difference between the two.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June **, 2013, I requested that the store install three a/c into the window. Please note the a/c were already purchased from them last summer, and I only wanted to install the a/c into the windows. The appointment to have the installed was Saturday, June **, 2013. I cancelled the installation, because the company stated that they were going to send in three people to do the job. I explained that I didn't want or think it was needed to have that three guys do the job. I also felt uncomfortable having three guys crawling around my house and for safety purposes installing a/c. I cancelled out the same day the a/c were suppose to put into the window. I called the store manager, ****** to request a refund of $297.57 on June **, 2013; he stated that he processed my request. I called again on June **, 2013 as a follow up called to get the status when the refund was issued to me. The store office transferred me to the sales person, ***** *******. He stated that a refund was never issued, and that he will correct this matter. On Sunday, June **, 2013, I went physically went to the store, and spoke to the store manager ******, and he stated that a refund request was put in and I need to be patience and wait for it. I requested several times to have the store give a copy that refund was issued, and they keep on saying they can't give me one, because the refund was requested on the phone. Regardless the refund was request via the phone, it should have been documented on my account that an refund was issued, and it was not. I called up their customer service number several times during the week of July *, 2013, and they keep on stated that they spoke to the store manager that my refund was issued and I need to be patience for it. On called again on July *, 2013 the customer service number, and they stated that the installation was voided on June ** and that I should expect a refund. I am not getting any straight answer regarding my refund of $297.57.

Desired Settlement: I want a refund check of $297.57.

Business Response: We apologize for the delay but the refund check was only processed today because the store had never cancelled this order until yesterday and therefore no check could be processed until the order was actually cancelled by the the store.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I visited PC Richards back in May to purchase several appliances to be delivered to my new house in June. I also decided to buy a 55" Samsung TV. They told me that in order to get the deal that was being advertised, I needed to take the TV home with me that day rather than have it delivered with the appliances because it was an older model and they only had a few left in the store. Therefore, I took the TV home with me and kept it in the box until I moved a month later. When I opened the TV up and set it up, I could not turn the TV on. I called PC Richards and talked with the store manager and he refused to help me because it had been 30 days since I bought the TV. He accused me of breaking it and said I should have called sooner. He would not let me exchange it for another one even though they had sold be a broken product. I was able to convince him to send out a technician to take a look at it. The technician was rude and refused to help, claiming that it was physically damaged even though there is not a scratch on the TV. I did not recieve an explanation as to how they could tell the TV is broken and they will not let me return the product, exchange it for another, or give me my money back.

Desired Settlement: I want my money back. I have never used the product because it has never worked and they refuse to help. They sold me a broken product. At the very least, I want to exchange it for another product, but ideally, I want my money back.

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 box was not opened and the tv was not examined when I purchase the tv. I had contacted the store manager previously but he said there was nothing he could do. If I ask him to review their surveillance video, does he have to do it or can he just brush me off again and say he cant help me? If he does review the tape and he doesn't see them opening the box and checking the tv before I brought it home, then can I get my money back or exchange the product?
 
*****

 


Sincerely,

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




 

Business Response: All TVs are usually opened and inspected for damages prior to leaving the store when a customer is taking a TV home and not having us deliver it.  If this was not done in this case then, shame on us. If it was (and we would have that on our video survellance tape at the store), then we cannot be held responsible for any damage that happens once it leaves the store. I suggest this customer speak with **** ***** (the store manager) regarding this matter. As per our service tech that went to the customers home, this TV does have physical damage and is not covered under any warranty. 

Business Response: If that TV was not examined prior to leaving the store then the customer should go back to that store with the TV and see **** ***** (the store manager) so he can determine exactly what the damage to the TV is. The problem is hat it took so long for the customer to report this. It is not like they went home opened the TV and found it to be damaged. Ultimately, the store will have the final decision as to whether exchange it or not.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I BOUGHT A REFRIGERATOR FROM THIS LOCATION ON 10/**/12 TICKET #*********** WE HAVE BEEN VERY UNHAPPY AND HAVE HAD MANY SERIOUS REPAIRS RECENTLY 6/**/2013 AGAIN WE CALLED THE REPAIR DEPARTMENT SINCE THE REFRIGERATOR ISNT COLD AND THE MOTOR IS RUNNING AND WONT SHUT OFF WE HAVE THROWN OUT $250.00WORTH OF FOOD SO FAR AND WE ARE BEING TOLD NOONE CAN COME FIX THIS LEMON REFRIGERATOR UNTIL JULY *** THIS IS INSANE AND UNFAIR WE PAID $1,085.99 FOR THIS REFRIGERATOR ON 10.**.2012 AND ITS HORRIBLE I WANT THIS ADDRESSED AND E WANT SINCE WE HAVE BEEN VERY INONVIENCED AND UNHAPPY THAT WE KEEP LOSING FOOD WE WANT TO BE REIMBURSEMENT FOR THE FOOD LOSS AND WE WANT TO EITHER GET A NEW REFRIGERATOR OF BETTER QUALITY OR MONEY BACK WE HAVE BEEN TOLD THAT THESE REFRIGERATORS ARE RECALLED AND HAVE A POOR REPUTATION AFTER WE BOUGHT IT SINCE THIS PROBLEM WE HAVE PULLED ALL FUTURE ORDERS OF ITEMS FOR OUR NEW HOME BEING BUILT FROM **** ***** WHICH TOTALS ABOUT $2,000.00 DOLLARS AT THIS TIME WE WANT TO BE REIMBURSED FOR FOOD LOST AND WE WANT A NEW REFRIGERATOR WITH BETTER QUALITY I FEEL5 5 REPAIRS ON A LESS THEN 8 MONTH OLD REFRIGERATOR IS A LITTLE OBSURED I WANT THIS SOLVED BEFORE WE TAKE LEGAL ACTION

Desired Settlement: MONEY REIMBURSED FOR FOOD LOSS AND EITHER MONEY BACK OR A BETTER QUALITY REFRIGERATOR

Business Response: Customer is under the manufacturers warranty until October 2013 and I do not believe that G.E. has any provision for reimbursement for food loss and for that matter neither do we. Customers appointment has been rescheduled for Saturday 6/**/13 and if the problem is not resolved at that time we will issue the customer full credit of what they paid to reselect 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:

 

[YNO WAour Answer Here]NO WAY SHOULD A NEW REGRIGERATOR NEED TO BE FIXED FIVE TIMES   IM NOT ACCEPTING THIS AS TO LOSING FOOD   WE SHOULDNT HAVE TO LOSE FOOD  WHEN YOU BUY A LEMON REGRIGERATOR

WE ARE ANOOYED WITH THE SERVICE AND THEREFORE UNLESS THIS MATTER GETS RESOLVED FAIRLY WE WILL CANCELL THE FUTURE APPLIANCE ORDER WE HAVE PENDING WITH THEM  WHICH IS ABOUT 5000.00 DOLLARS   SO LETS GET REAL

 

REFRIGERATOR IS A LEMON AND WE ARE NOT HAPPY

 

 

 

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


Sincerely,

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




 

Business Response: As per G.E. this customer is scheduled for service on Saturday 6/**/13 between the hours of 8am to 5pm. They claim that they only have a record of 2 previous service calls not 5. That being said, if the problem is not resolved on 6/** we will stand behind the product and give the customer full credit of what they paid us to reselect a new refrigerator. As far as the food loss issue, they will have to see if they can get reimbursed from G.E. since they are under the manufacturers warranty.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Electrolux dishwasher on 7/**/12 and PC Richard charged me $999 for the model EIDW615GS - which is full price - and delivered this on 8/*/12 - I have been having problems with it ever since. When I called the store *** ******** **, they told me to contact Electrolux directly. Electrolux told me that this serial # was a scrapped & used & ready to distroy for 4/**-13 - but I paid full price. I want a new model or I want all my money back.

Desired Settlement: They give me a new dishwasher or all my money back.

Business Response: We have spoken with Electrolux and after investigating this matter they have found that there records are in error. It is impossible for any unit to be "scrapped" if the unit still has the original model & serial number tags on it because Electrolux as well as all the manufacturers require that those tags be sent to them to insure that those units cannot ever be sold again in error. So, if this customer actually has those tags on their unit there is no way it was ever previously sold to anyone else or had to be scrapped for any reason. If customer needs service on this unit, they are still under the manufacturers warranty and can call them for service or call us at ###-###-#### and the telephone representative will set up a service call 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:

 

I have been on the phone with Electrolux at least 5 times - there is only one serial number - and it was investigated thoroughly - do you think we are stupid.

This unit was owned by someone else - is registered to be destroyed - PC Richards took it and reburbished it and sold it for full price.  I will alert the Attorney General's office of the fraud - there is no mistake!  I want a new unit!  This machine has not worked properly since I had it.

PC Richard customer service and manager of store *** were not nice to me also ******* the salesman purposely did not itemize the products - I paid almost $4,000 for an LG Refrigerator and Electrolux dishwaser - is the LG a reburbished also?

Electrolux told me that you are allowed to sell reburshed items but you MUST note that on the receipt - you lied. that's all I can say - I will tell everyone not to go to PC Richards ever. 

Your managers and representatives don't even call me back (**** *.) and *****, manager of store *****

You are being deceitful - don't try to get out of fraud!


Sincerely,

****** *****




 

Business Response: I suggest that this customer send us whatever information that they say that they have from Electrolux because that is not what we have been told by Electrolux . We do not sell refurbished merchandise and once any unit is previously owned there would be a record of that, so, have Electrolux show us who previously owned that unit and we will gladly exhange it for this customer if that is the case. Why would anyone sell a unit that was scrapped???? Once a unit is scrapped the dealer receives full credit from the manufacturer once they turn in the model & serial number tags to the manufacturer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On the ** of may I purchased a refrigerator at this store and when they delivered it on the **** of may since the moment of installment the fridge was not working. We waited two weeks to see if the fridge would start to work but it hasn't. We called P.C Richard on the **** of June to get a technician to come and fix it but they said they had nothing available till the **** ofJjune, which is too long, the things in the fridge are all going bad. So on the **** of June we went to the store of purchase and talked to the manager so he can try and fix the problem but the manager said that there was nothing that could be done. We asked to get the money back for the fridge and he said that they were not going to give us our money back but on the receipt it says that there is a year warranty and they guarantee our money back. All the manager is saying is to pay 100 or more dollars for another fridge but we have no money and do not think that we should pay for something when it is not our fault that the fridge is not working since the beginning and we have not had to fridge for even a month

Desired Settlement: All we want is for our money back for our purchase.

Business Response:

I have placed a return authorization on this customers invoice ********** so that they will have full credit of what they paid us to exchange the refrigerator in question. They can go to the store where they made the purchase and all the information will be on that invoice. I agree that 6/**/13 is too long to have to wait for service and I will cancel that service call.

 

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 case has been resolved, thank you very much for all of your help

Sincerely,

***** ******



 

Business Response: I have sent the documentation that we refunded the money in question back to the customers mastercard on June ****. Copies were sent to both the customer and to Consumer Affairs. The rest is between the customer and his bank. We have no control as to how long their bank takes to post the refund to their account. We have done all we can do from our end regarding this matter. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a vacuum At P.C. Richards. The sales associate ***** told me I had 24 months interest free financing. He wrote it in the receipt and said the first bill might not reflect it but the next one would because it was a special promotion. I have since called back and have been to the store 7 times and it has not been resolved - they keep telling me to wait for the next billing cycle. The statement says I have 6 months so I will be hit for the remaining balance in July which is wrong.

Desired Settlement: that I receive the 24 months interest free financing I was promised.

Business Response: On 6/*/13 **** ********* sent a request to G.E. Capital to have the promotion corrected to a 24 month promotion. Also on 6/*/13 the customer was sent a $100.00 Gift Card due to the salesmans error regarding this matter. The new 24 month promotion will arrear on the customers July G.E.Capital band statement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We ordered an air conditioning unit from PC Richard two weeks ago. they first told me they needed information regarding insurance from the building which i provided but delayed initial delivery and installation. I found out the day before when i called them that they had not received the information they needed and would need two more days. I called the building to see what the hold up was and they said that they already had the company on file and were allowed to install. so they scheduled installation and delivery for the follow Monday. their truck broke down, they did not call me to inform till very late in the day. they could not get me another delivery till Thursday. That day we could not be available so we had to reschedule for Saturday. On Saturday they told me it would be between 9-3 which is a crazy large window, then didn't show up till 6pm, and were nasty and mean to the tenant saying it is the wrong machine and that they need cash to finish the install which the store did not tell me to start. I called back monday, waited on hold a long time, got what i thought was the right machine set to be installed, set it up for Thursday. Thursday they came again with the wrong machine. reordered the right machine to be delivered on friday, friday wrong machine again, the installer Thursday measured incorrectly. Still working with them now to see about getting the right machine but they have now tried to install 4 times and today they left a mess in the apartment when they left.

Desired Settlement: At this point, i think they should waive the installation fee and discount the price of the machine

Business Response: Appanently this customer needs an air conditioner that is no more than 13/34 inches high and the ones that are being delivered are too tall. Customer should contact the store where they made the purchase to straighten this all out and if necessary they should set up a survey so that we get the proper information. This way we definately will have the proper information needed as to the exact size needed and will then be able to deliver a unit that will fit the customers needs. 

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 previously filed claim ID #******* which was resolved last week however the issues persisted and escalated past this situation. I was having issues getting the correct air conditioner delivered and installed in my apartment in the city. they tried four times to deliver, three bringing the wrong machine, once the truck didn't come, all times being much later then the window of expected delivery. After the store agreed to refund some of the installation on Friday, they called again saying now the machine that they promised me would be delivered that was the wrong size doesn't come in the size i need and instead the only machine that will fit is more then double the price. this is not acceptable. on top of late and no deliveries, rude and disrespectful delivery men, they now are asking for double the price because no other machine will fit. I had no choice but to pay it because we have waited three weeks now and i cant go longer without an air conditioner but i will refute the charges if something is not done about the price. i should have been sold the correct machine at the correct size the first time or if nothing the second time. they brought three machines at were wrong, measured wrong themselves and showed up at 7pm for final delivery when the window is 9-3. Please review this claim and refund the price. I would like to be refunded the discrepancy of the price of the new machine from the original price i agreed to pay.

 

 

 

 

 

?
Sincerely,

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




 

Business Response: That is something that this customer is going to have to resolve with the store manager. As previously stated, all I can do is to refund 1/2 of the installation charge on this order due to all the inconvenience and mistakes regarding this order. As far as the price of the correct unit that we finally delivered on 6/**/13, that they will have to discuss with the manager of the store where they made the purchase. As it is it looks like the unit we delivered sells for $679.99 and it was given to this customer for our cost which was $532.97.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 refrigerators and 2 dishwashers for 2 different homes. In my Rockville Centre home, the refrigerator/freezer had plastic pieces that kept breaking off, clearly a defect in the material. The dishwasher had the place where you push the buttons, rust. In Rockville Centre, a new door was put on and on the dishwasher the rust piece was replaced. I have been trying since almost a year ago to get the same service on the same defective products in my Sag Harbor, NY home. I have taken off from work and made special appointments for this service to happen over perhaps 5 appointments. There were either no-shows, late shows, or more often parts delivered that were not the right parts. After dealing with your personnel in customer service, yet again this happened. It's the same serviceman who comes down, opens the box, unscrews the old freezer door, tries to replace the new one to find out it is yet again the wrong part. I had him call your customer service rep while there to explain the situation but we never received a call back. He then tried to replace the dishwasher piece, only to find he was given the wrong piece. I have a family full of attorneys. I am ready to take this to court if this is not remedied immediately.

Desired Settlement: I would either like to be absolutely certain that the parts will be replaced competently for the refrig/freezer and dishwasher or replace these appliances with new appliances. These appliances are clearly defective as it happened with the same units at another home and I was told by your service people that this is what they are seeing as well. We are excellent customers of PC Richards and would like to stay that way but with this horrific service, that might not be possible. I expect to hear from someone very shortly or I will pursue more public means to express my dissatisfaction. By the way, I have photos of the appliances with serial numbers, etc.

Business Response: I am unable to access the order for the Sag Harbor home so I suggest that the customer call us at ###-###-#### and speak with a supervisor to see what is going on with this service call. Cosmetic parts are usually not even covered under any warranty but obviously someone has authorized these parts to be covered. They will have to give the supervisor the invoice number for that order.

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:

 

On your suggestion, I went to the store today and no one seemed to know who the manager was; he apparently was temporarily at the store. In any case, ***** was very helpful. We narrowed down the exchanges for the only ones that have the same features and will fit in the space. I would like to close this case if we are not out of pocket. We should not be out of pocket with the year long of incompetency we have been put through. We have been loyal customers of yours for decades, buying thousands of dollars of products from you, without issue. This recent experience has really been disappointing. I would, however, like to close this case if you agree that this is an even exchange without any additional costs involved, that we will have them installed on a timely basis by a competent installer and the old product will be removed by your people.  Please advise.

 

 

 

 

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


Sincerely,

******** ******** 




 

Business Response: That is something that the customer would have to work out with the store. I have nothing to do with that. All I can do is authorize the exchange and give the customer full credit of what they paid us. I would have no way to know what they need as a replacement or what other issues are involved.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an air conditioner 6/**/12 and informed the sales associate the I do NOT need a window unit but I have slot under the window where the air conditioner is to sit. The sales associate then shows me a Sharp AFQ100RX Slide-out AC for $309.97 plus $39.99 for a 2 year protection plan. I took the unit home, placed in the slot and it fit and worked like an air conditioner should for the 3-5 times I used it for 2012. 1 hot day in 2013 I decided to turn on the air conditioner and later that evening I get a call from security that the air conditioner is leaking into the apartment beneath me as well as on my apartment floor. I have my Super come and look at the floor and we pull the air conditioner and he informs me that the unit that I have purchased is indeed a window air conditioner. I call the store that I purchased the unit from and the same associate ***** ***) that I purchased the unit from informs me that the unit I purchased is a window unit and I can't return or exchange the unit. 1 reason being because I don't have the box and 2 because I'm making a complaint of it being the wrong type of unit after 1 year.

Desired Settlement: I would like to get the correct unit that I thought I purchased. I need a slide-out AC that fits in the preinstalled slot for my apartment without having to pay. I

Business Response: I have placed a return authorization on this customers invoice ********* so that they can return the air conditioner to the store that they purchased it in and get the correct unit for their needs.

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 but further clarification is needed regarding the replacement unit.  Who is responsible for the price difference of the two units?  Also, is there a form of documentation that is needed when this return is to taken place?  If I am not responsible for the pricing difference of the two units and the unit can be returned in a couple of days then the matter can been resolved.

Sincerely,

******* ****



 

Business Response: Customer will have full credit of what they originally paid us to exchange or reselect. They will have 30 days to return the item in question and if the new unit is more expensive than the one that they are returning, then they will be responsible to pay the difference between the 2 units. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a brand new Bosch dishwasher back in January 2013 from PC Richard. The unit is now malfunctioning and I visited PC Richard's service webpage ( http************************************ ). The very first line states that "in-home appliance service calls can be made in your home the very next business day, 6 days a week." But, when I called the service department, they told me that because my dishwasher was "high end" and "specialized" that they (meaning PC Richard) do not handle the calls and that they need to send the service request through the manufacturer (Bosch) and that it may take up to six days for the service call. I mentioned what it stated on the website and how the statement on the company site does not differentiate between different types of appliances. The response from ***** the manager I was connected to was, "I don't know anything about what it says on the website." My experiences with PC Richard from the beginning (back in January 2013) have been unacceptable (back then they installed the wrong dishwasher and a defective brand new gas range. That situation was finally resolved after many back and forth communications to the store, but interestingly I never received a response to my letter I sent to their corporate offices. In this instance, regarding the dishwasher, their own website stated that there was next day service available for appliances, when in reality this is not the case. NOTE: If the website wording is changed when you review this claim, I have made an Adobe PDF of the site as I saw it today (June **, 2013).

Desired Settlement: Change the wording on the website to clearly state that only SOME appliances receive next-day service, while other, specialty appliances do not. In other words, clarify the wording. AND... please get my Bosch dishwasher repaired in a timely fashion. I DID buy the 10 year extended warranty for just this situation. Thank you.

Business Response: I will pass this information on to our advertising department to see if changes indeed have to be made to the wording on our web site.. We do offer next day service on all products that we sell that we do the service on with our own techs but there are products that we do sell that we ourselves do not service as the manufacturer requires that they be serviced by them, such as, Bosch, Viking, Best, Wolf, Sub Zero, just to name a few. At this time the customer is still under the manufacturers warranty and that is why the dishwasher has to be serviced by Bosch.  

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 your time and effort.  I appreciate it!

Sincerely,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/14/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In March 2010 we purchased kitchen appliances (a fridge, oven/range, dishwasher and microwave) manufactured by Viking from P.C. Richards. We also purchased an "Extended Service Protection Agreement" for each of these products, individually. For the past three months the dishwasher has not been working properly, to the point that it is now not working at all. The appliances have been serviced by Len Alliances, an authorized Viking repair provider. Len's Appliances has received authorization from P.C. Richards for an attempt to repair the dishwasher. However, Len's Appliances informed us that Viking no longer manufactures the model of dishwasher - a new model when we purchased it on P.C. Richard's recommendation three years ago - and has no stock of spare parts. We have been informed repeatedly that Viking will provide an answer on availability of spare parts "in two weeks." We have heard that answer again and again for the past two months. According to the Extended Service Protection Agreement, "1. If P.C. Richard & Son determines your product is unrepairable, it will be replaced with a product of comparable performance..." That is the first sentence of the first clause of the agreement. When I asked P.C. Richards how they intended to address this situation, they promised to get back to me with an answer. They have repeated that promise at least 5 times over the past three weeks. They have not yet provided an answer. I have demanded that they honor the agreement and replace the dishwasher but they keep refusing to say they will do so.

Desired Settlement: I want them to replace the dishwasher immediately, with an equivalent top of the line product (The original dishwasher cost $1,795) I am tired of waiting for "clarification from the manufacturer."

Business Response: Customer has been issued a store credit on invoice ********* for the full amount of what they paid us for the dishwasher in 2010. All they have to do is go to any PC Richard store and have them refer to that invoice and they will be able to use that credit to purchase a new dishwasher. We will pick up the old dishwasher at the time when we deliver the new one.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They claim that they service all products they sell. However when i wanted to service my air conditioner that i bought at their store , they told me they do not service air conditioners. I would need a third party to fix my unit.

Desired Settlement: remove from their sales claims, that they service anything they sell.

Business Response: We do service what we sell. If the customer had a service contract from us on this air conditioner then we would send out service and pay for the service call under the terms of the contract. If they do not have a service contract from us then the customer would have to contact the manufacturer to see who does service it in their area while under the manufacturers warranty.  

Business Response: This is an issue that we resolved with the BBB and the Attorney Generals Office many years ago. We do service everything that we sell. In some cases we do have to use our sub contractors to do the service for us. If this customer needs service on an air conditioner that is under the manufacturers warranty all they have to do is call us ** ************** and we will send  one of our sub contractors out to them to service it at no charge to them.  If it is a COD call then we can provide them with the service number for one of our sub contractors and they can pay them on a COD basis.    

Consumer Response: Better Business Bureau:

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

 

They did not tell me, when i bought my air conditioner  that i would need to buy a service contract from them to service my product in the future.  The manufactures warranty only covers defects in the product.  When you call for service after the warranty period the company states we do not service air conditioners.  They then give you a company that services air conditioners, that is not related to them.

They are playing games on the public.  They do not service the products they sell.    

 

 

 

 

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


Sincerely,

****** ***** 



 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May **,2013 I purchased a "display model whirlpool ED5FVGXWS refrigerator which was delivered on May **,2013. On June *,2013 I contacted customer regarding the fact that the fridge was not working and all of my food spoiled. The freezer and the fridge was not cooling anything properly. I contacted customer service again on June *, and on June *** a repairman came and said the compressor was not working. I have been contacting customer service continually for the past week to get my money back or a new replacement fridge. I have been unsuccessful in getting any of the managers to refund my money so I get a new working fridge or simply replace the fridge. I have been without a fridge for 10 days now, and all of my food spoiled. I even went back to the store to get help and was referred back to the service center. I do not feel that this entire process has been appropriate. I have a 4 year old and no fridge.

Desired Settlement: I want to be compensated for all the food that spoiled and instead of repairing a defective fridge and sticking me with it replace it with a new one.

Business Response: I have placed a return authorization on the customers invoice so that they now can contact the store where they made the purchase and they can use that credit to get a new refrigerator. We do not compensate for food loss but if the customer contacts Whirlpool at ###-###-#### they may have provision for food loss since the customer was under the manufacturers warranty.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Whirlpool washing machine Model #WTW8800YC in Decemeber 2012. In March of 2013 the washing machine stopped working. P.C. Richards sent a request to Whirlpool to have the machine replaced but was denied. P.C. Richards sent a repairman who in turn had to order parts. The "motherboard" was replaced along with a valve unit. This process took approximately 3 weeks to resolve from the time I called it in. I was told that this problem "should not" happen again. It is now June 2013, and I am having the same issue as I had originally. I called P.C. Richards again and they in turn sent a request to Whirlpool who again denied us a new machine. P.C. Richards now is ordering the same part as before to "fix" the machine. I don't understand why if this machine is 6 months old and I have had 2 major problems with it since the time of purchase why it is not being considered a "lemon." I have had to pay to do my laundry while waiting to have the machine repaired. We are victims of Hurricane Sandy & have had to replace literally every single appliance and furniture in my home.

Desired Settlement: I feel that my washing machine should be replaced with a brand new one.

Business Response: I have placed a return authorization on the customers invoice ********* so that they can contact the store where they made the purchase an excahnge the washer in question for a new one. I will cancel the service call.

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On October **, 2010 I bought a TV from PC Richard & Sons. It was a Panasonic Flat Panel TV. Every now and then the tv would cut off by it self. I would leave the room and come back the tv would be off. Or I could be watching it and it would cut off. I went to PC Rchrards and told of this problem. I was told by one of the workers, "It's a smart TV, it knows if your'e not watching it". I said to the *** don't play with me that's not the definition of a smart tv. He walked away from me. February this year 2013 the tv just stopped working. I called PC Richards and told them about it the *** ***** **** goes on the computer and tell me my warranty is over and there's nothing that they could do. I told them there's no way that the tv shouldn't work anymore. I have a flat panel tv by JVC that's 10 years old and still works. So after gonig back and forth with PC Richards they agreed to pick the tv up. They take it back to the warehouse and gave me a quote for 433.00 to fix it. I was told that the power supply had went bad on it. There's noway I'm paying that kind of money to fix a tv that was defective. I also contacted Panasonic Directly and they told me it was nothing that they could do about it. The *** there told me that a tv should last at least 10 years. I called back to PC Richards several times speaking also to a *****. My Tv was delieverd back to me unfixed. I believe that this model is defective. Even the delievery *** told me that his power supply went on this same tv he has.

Desired Settlement: I want another TV. I dont want a Panasonic TV can't trust it.

Business Response: Unfortunately if the customers warranty is up there is nothing that we can do except to repair it on a COD basis.  If this customer wants to contact our New Jersey service manager at ********************** he may be able to offer them a discount on the repairs that are needed.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Air conditioner on 5/**/2013. we arrangrd for delivery on5/**2013. the sales person assured me that the the driver and his cohort would set up the air conditioner . Driver called the store and informed them that this should have been handled by an installation truck. I spoke to some one at the store and they would come out on 5/**/2013 for an additional $ 60. 00 . I gave them my cdedit card # and protested t his vigorously because i was mever inforem of a set up charge. Person then called back and said they couln not come out until June *, 2013. Fortuanately a former pateint of mine came by and set up the whole thing by himself. This is my first and last purchased from P.C. Richards. I called back the store and asked them to credit my card the $ 60.0

Business Response: The $60.00 charge was refunded back to the customers credit card on 5/**/13 by the store.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a dishwasher on 1/**/2013 that was defective purchase order #**********. Cannot provide details of what was wrong since I'm not technician but it didn't work, it wouldn't start. I placed a call for repair and now there has been over 6 visits where the technician has been unable to fix the appliance. One of the visits the technician left the machine leaking water all over a brand new wood floor. I've requested in several occasions that I wanted the appliance replaced and I was told that I had to let them try to fix it. It has now been almost 5 months since I purchased this dishwasher and have not been able to use it. It has been hard enough trying to recover from Sandy, it is very frustrating that I have to deal with this also.

Desired Settlement: I want the dishwasher replaced and installed. I paid a plumber to install the machine $100 and I shouldn't have to pay someone again for installation.

Business Response: One of our supervisors has already placed a return authorization on this customers invoice yesterday. Customer can call the store and they will do the necessary paperwork to have the dishwasher in question exchanged and installed.

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 called the Store several times twice I was put on hold for over 20 Minutes and I just hung up. I called the store, give them my order number, they locate the issue and confirm that I was approve for exchange but they tell me that I have to speak to my sales rep and then they put me on hold and no one comes back on the phone.

 

 

 

 

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


Sincerely,

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




 

Business Response: I see that this customer has been scheduled for the exchange on 5/**/13. So, I guess they finally got thru to someone at the store to have that done.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a** **** ***** ****** TV, in addition i purchased the 2 year warranty based on the information the salesman stated to me that if ANYTHING not matter what kind of damage that this additional warranty would cover for two years, i didnt purchase the warranty based on thinking anything outside of physical happening to it aside from the salesman stating that it would cover anything no matter what. On Friday May **** @ 9:00am i called the store to fin out how to go about getting a technician out to my home she gave me and ***# to which i did and she also informed me when i asked if the tech could repair then what happens next she then told me that we would bring the TV INTO THE Store they would either replace it or repair that this is why the store always recommends the store warranty because it covers anything no matter what even if the manufactuer does not., on Tuesday 5/**/2013 the tech came out and told me there was nothing that he could and for me to call the store. I spoke to the manager *** who also told me that there wasnt anything they could to for me. but the customer service desk told me that they could refud my warranty since the TV NO LONGER WORK. I AM VERY UPSET I WAS FORCED INTO A WARRANTY UNDER FALSE INFORMATION, NO ONE IS WILLING TO HELP ME BY SHOWING ME HOW THEY APPERCIATE THE CUSTOMER I OPENED A STORE CREDIT CARD SO NOW I AM STUCK WITH A BILL AND NO TV. I WANT A REPLACEMENT.

Desired Settlement: REPLACEMENT, STORE CREDIT, I DESERVE TO HAVE THE TV EXCHANGED AT NO COST TO, AS THE WARRANTY WAS MISLEADING.

Business Response: The warranty is not misleading. The contract states very specifically that physical damage of any kind is not covered. We cannot go by any other way regarding the particular service issue. Customer should have received a copy of the extended warranty (contract) in the mail at some time after the purchase was made if not right at the time of purchase. Our extended warranty covers everything that the manufacturer would cover and since they do not cover any physical damage neither do we.    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was advised to contact their internet fraud department due to a hold authorization on my card that I used to purchase products from their website, *****************, after contacting by their ###-###-#### phone number, I was transferred to their Internet Fraud Department. I was asked a series of questions that was easily obtainable with a report from all the public information and credit bureaus through LexisNexis and/ or Accurint. After answering the questions ranging from my height to my county that I live in and being asked to verify the first 3 digits of my social security, in which they should not have access to, I was told I failed the questions with a 2/5 questions correct, which is impossible and after that was completely cut off and told that my order would be canceled. After being transferred to their manager to dispute this decision, I was connected to *****, their manager. ***** was of no help and even lied about how the process works with the company they pay to accumulate reports on customers as they see fit. ***** told me that their is a software that is supplied through LexisNexis and there is no way he can obtain the report again and review it, even though it's my own information and I am entitled to it. After getting nowhere with this representative, I contacted LexisNexis customer support at ###-###-#### and requested my own report, verified all my information, and currently have a report being sent to my home address in Buena Park. But at the end of our conversation I asked the LexisNexis rep, how does LexisNexis go about accumulating reports and then giving access to the reports to whichever customer they have lined up who needs it. The rep told me that the report is processed and obtained through Accurint, a LexisNexis company, and the report is then given to the inquiring company, in which no software nor anything else is involved--just the report-- and with that the inquirer creates a series of questions to ask, and from that see if the customer passes or fails. In which all this information contradicts exactly what ***** form PC Richard & Son had told me. Not only did he lie to me, but also mislead me just to cancel my order. PC Richard & Son is thee most absolute corrupt and worse company to deal with in terms of customer service and ordering products. Never again will I come back because this is fraud what they are doing.

Desired Settlement: I want the items that I ordered, and I want them now. The items were paid for, accounts have plenty of credit on them. PC Richard & Son has been nothing but inconsiderate and uncooperative.

Business Response: From the notes on the invoice that was cancelled, our company suspected possible fraud based on the questions that were answered. If customer wants to discuss further I suggest they contact ***** at ******************************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I saw an advertisement in the store weekly ad for Frigidaire items and I went to see the appliances at the PC Richards store #**. I asked if I get the same coverage if the items are Frigidaire and I was first told yes, then things changed to a high pressure sale with extend Service Protection plan all the dish washer, stove, refrigerator, microwave and the prices were not disclosed or itemized so I did not know what was the cost of the items. I told them I did not want the plans they were offering. I was first told that the items original price was over $5000 and he would give me the adjusted price to the new price $4374.50. I paid for the items and when I got home and called the PC Richards online store, the rep online gave me much less price of $3992.38 and this was the same company. Allegedly, this is clearly misrepresentation. I got suspicious after I started to ask additional question and the sales was sighing and trying to get me out of the store.

Desired Settlement: I faxed and emailed the store and asked them to cancel and a full refund to my visa charge card effective the same evening and correspond ONLY via email because I will be traveling and I am yet to get a confirmation

Business Response: That is not a problem I will cancel the sale for this customer and refund what they paid back to their Visa Card. If they should want to reinstate this order they will have to contact the store. I will put a copy of the cancellation in the mail to this customer today.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: PC Richard sold me a store floor model that has undisclosed physical damage to the frame of the range, the gas tubes were damaged and the unit cannot be balanced. The damage is not apparent until I attempted to open the warming drawer. I will hire an attorney and seek damages for consumer fraud and my attorney fees if you do not replace the unit.

Desired Settlement: replace unit or refund

Business Response: There would be no way for anyone at the store to know that the range in question had the damages that the customer describes. If they did, they would not have sold it in the first place. That damage most likely happened as a part of the delivery process or while the range was being transferred from the store to our warehouse for delivery. That being said, I have placed a return authorization on this customers invoice ********* so that they can contact the store manager at the store where the purchase was made so they can replace it or refund it. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Our dishwasher is less than 6 months old it has been leaking for 4 weeks. We had a difficult time getting customer service the first technician was sent by an outsourced company he was 2 hrs late and very rude, then the technician said it would take a week to get the part we needed in, it took 9 days after they promised to get the part quickly. They sent another repair man to replace the part and then the dishwasher started leaking again. We were told since the product was under warranty they would replace the dishwasher if we had further problems. They reneged on that and said they had to sent another technician to assess before the dishwasher could be replaced. Our invoice number is *********

Desired Settlement: I would like them to replace the dishwasher

Business Response: The dishwasher in question was purchased from our Builders Division by GCC Renovations. That being said I have placed a return authorization on the invoice ********** and this customer will have to contact our Builders Division at ###-###-#### in order to get this machine replaced. Just have them refer to the above invoice. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is my second time writing to you about my refrigerator..I made a complaint back in 2012 about exchanging the refrigerator that I own for an identical one that had issues (freezer compartment) and guess what?...I still have this bad refridgerator that they said was discontinued and they could not replace it.. So every week or so I have to clean out the freezer so it does not ice up and start melting in the front and back of it....PC richards wanted to give me a fridge that was not up to par with mine. I happend to get a great deal on it from them when I bought it....It was a $1900.00 unit they sold me for $1100.00. So when the fridge started to have troubles, they were only going to give me credit on what I paid and not the same unit or close to it....All i wanted was the same unit or close to it.....I truley had a problem from the start.. Now I have this problem .so complaint number 2..here it is..this refrigerator is not even a year and a half old and it started having problems again with the tempature keeping up...freezer as well as fridge...pc richards sends thier sub contractor "Wind Service" out to see what is wrong....the service man removes two parts from my fridgerator and tells me to call to find out when I will have it working again...poor service right there in my opinion ,Well when I called they said they had to send the part out and it would take 3 weeks to get back.. PC richards corporate said to get a loaner unit. I have a Liver transplant patcient in my house who has to have ice and refridgerate his medicine. , so they put me through to a manager ***** on Friday morning 4/**/13 at the bayshore store...He tells me that I have to pay in full for the Loaner refridge and that he will get me price and call me back in a few minutes..He never called me back that day and Saturday the **** around 1100am he calls to tell me that he has one for delivery today...I told him I dont want anything charged on my credit card...Why should I be charged for a Loaner that I will not keep

Desired Settlement: I want a loaner refridge and do not want to pay for it...or replace this unit finally with a unit that is identical or compatable to what I have....all i want is this company to be good with their product...I have a lemon and I am afraid it will always be a lemon...please help me this time

Business Response: This customer may be confused. They are not paying for the loaner, it is only put on their credit card for the time that they need to use it and once returned it will be refunded in full. Obviously, the store cannot give out merchandise without payment otherwise we would be out of business in a very shot time.

Business Response: Unfortunately we do not give compensation for down time while repairs need to be done. I can appreciate the inconvenience but there is no provision for that under manufacturers warranty or under our service contract.

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 ever happend to great customer service....


do you want my service or anyone that I know in the future?

Here are the facts:  

1. You sold me a defective refrigerator

2. it had to be serviced around 7-8 times since I bought it a year and a half ago

3. I am down a unit for around 3 weeks with a ***** **********

patcient  in my house whose medicine is being kept next door at my neighbors house.

4. I will not have the fridge back until next week sometime 


When, did your company loose its family values?

I want to be compensated somehow....figure it out

My next appointment is with the news.


 


 

 

 

 

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


Sincerely,

****** ****




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Panasonic Flatscreen and upon bringing it home I plugged it in and noticed that the top of the tv had pixelated lines that obstructed the picture. i called he store and they told me to get the tv back to them and they would return it with recipeit. When i got to the store they plugged it in and told me that it was damaged during installation and that someone put thier hands on the screen. It was without a dought done in the store aqnd AI refuse to pay fior a tv that was broken there. I have complained to them andf the credit card company but nothing can be done due to the warrantee not covering it. It appsolutily does and i wont stiop until right is done by me. While in the store complaining i was taken advantage of and they refused to talk to me as a person who was not electronically inclined. Using big laungage and then the manager told me that he was done talking to me and giggled with the other employees...stating. That's the end of "her". I am inferated that this happened to me and it is not fair. i want a working tv or my money back on the credit card! Product_Or_Service: panansonic Flatscreen Order_Number: *********

Desired Settlement: DesiredSettlementID: Replacement I want a "working" tv

Business Response: TV was tested prior to this customer taking it home with them and it tested ok. TV has physical damage which is not covered by the manufacturers warranty or by any other warranty and since we did not deliver this TV we can only assume that the damage occurred in transportation from the store to the customers home or while it was being installled by the customer in their home. Unfortunatley, due to the circumstances we cannot do anything to assist this customer regarding this matter. Customer has disputed this sale with **** ******* which is the credit card company.

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 credit card company said that they are not liable and that this matter belongs to the store policy due to the tv having NO PHYSICAL DAMAGE at all. I have pictures of the entire tv and would be happy to furnish them. The manager of the store is not being truthful regarding the look or what he saw physically with the tv. 
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 tryed to call pc richards as directed and was told that no service call could be made due to the damage on the tv! This is extremely frusterating to me and has been going on for so long. It almost proves the guilt of the company due to the run around that everyone has given me. The person who answered the complaint also did not leave his name so there was no way for me to reference at all when calling or prove that it ever happened. I was on the phone for over 40 minutes and got no where. What a surprise.

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

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

Sincerely,
******* * ********  

Business Response: A service call has been placed for the TV in question for Saturday 4/**/13 by our service manager. If customer has any other questions or concerns they can direct it to him at ************************ or call him at ###-###-####. They should refer to invoice **********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We would like to file a complaint against PC Richard & Son for not fulfilling the terms of the rebate on our purchase. We bought a Miele dishwasher machine from PC Richard & Son during the on November **, 2012. The price for the dishwasher was $1,399, with a $125 for installation, and a $125 rebate after the installation was performed. The dishwasher was installed on 11/**/12, however no rebate followed for 8 weeks. We have contacted PC Richard & Son's rebate redemption center four times to inquire the status of the rebate, but every time, the customer service representative assured us that everything was well, that the rebate was forthcoming, and that we had nothing to worry about. It has been 4 months since the installation of the dishwasher, but the rebate has yet to arrive. We believe we have given enough time for the refund to arrive and thus believe that the sale was conducted in bad faith. We kindly request you to contact PC Richard & Son on our behalf to request the refund. Failing a successful resolution of this dispute, we are preparing to file a petition in a small claims court. Thank you kindly for your attention to this matter.

Business Response: This customers invoice is so confusing that the only way to resolve this dispute is to credit back the $125.00 to their American Express card, which I will do and put a copy in the mail to them today.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/26/2013 Advertising/Sales Issues | Complaint Details Unavailable
4/25/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a TV with a one year manufacturer warranty and a 5 year extended warranty. When I needed my TV serviced I was told the 5 year warranty was really a 4 year warranty. The manufacturer warranty and the first year of PC Richards warranty overlap. When I called the service department which also claimed to be the executive office I was told they would send someone and waive the service call fee but I would have to pay for the repair if they considered it major because my TV was out of warranty. I asked to speak to a supervisor I was given the runaround and the rep at that point got very curt with me. The repairman came and confirmed what I knew already that I needed a chip (he came with the part). When I called PC Richards and asked to speak to the rep she was busy, on another line and she would call me right back. She never called, the technicians boss called him on his cell phone and said I would have to pay and they would do nothing. I feel PC Richards fraudulently sold me the warranty as a 5 year package which was really only for 4 years, the brochure even states you should EXTEND the manufactures warranty with a PC Richards piece of mind service contract.

Desired Settlement: I would like them to honor what they sold me and repair my TV free of charge as the warranty would have still been in effect until August 2013.

Business Response: Our extended warranty (contract) is not a 5 year contract. It merely extends the manufacturers warranty from 1 year to 5 years. If the customer still has their original invoice it will state on it that the contract begins on the date of delivery. As a matter of fact this customer also has a 5 year extended warranty on another TV that they own which just expired in March 2013. Our service manager ***** **** has offered as a courtesy to reduce the COD on the repair in question but the customer has declined that offer. If they wish to contact ***** they can do so at************************.

Business Response: Please contact our TV service manager at ************************ and give him all of the details and he will be able to assist you.

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, 

******** ******* 


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Tuesday, April **, 2013 I purchased Beats by Dr. Dre Powerbeats Clip-On Earbuds-Red from P.C. Richard & Son located at*** **** **** ******* *** ***** ** *****. When I opened the box I noticed that the product was used and had ear wax on them. I immediately returned to the store and spoke with the manager. He couldn't give me an explanation of why I was sold used earbuds as a new product. He also did not have replacement earbuds in stock. He told me that I would have to wait until Wednesday, April **, 2013 to get a new pair. I asked for a full refund because I was disgusted by the experience. I felt his apology was nonchalant particularly since what I experienced was disgusting and unsanitary. I also had to go out of way to travel back to the store, and wasn't able to get what I wanted.

Desired Settlement: I would like to have a more explanation on how this was allowed to happened. It was unsanitary and could have caused possible health conditions if I did not happen to inspect the product thoroughly before using them. I also had to spend transportation fees traveling back to the place of business. I would like some possible reimbursement for the additional time spent dealing with this disgusting issue.

Business Response: I will forward this information to that stores District Manager and have him send this customer a gift card for this incident and for the inconvenience. Since we do not sell used or refurbished products I would have no idea how that could have happened especially since the sale listed was for a new product and not a floor sample. That sale was already refunded back to the customers credit card. We do apologize for this incident but there is no way to know how or why that unit was in the condition that the customer states it was in. 

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 await the gift card.  If I do not receive it, I will contact you.

Sincerely,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/13/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Installers damaged cabinets and repair is required. Store keep promissing that insurance agent will contact me but nothing has happened for more than 2 months.

Desired Settlement: I demand that vendor repair damage to cabinets.

Business Response: The damage claim is being processed and this customer should contact the head of our installtion department at ************************* for all information regarding this claim.

Business Response: I suggest that this customer contact our customer help line at ###-###-#### and give them all the details again because the last I heard about this case was that the customers damage claim was denied.

Consumer Response: Better Business Bureau:

Dispute with vendor was settled thanks to your intervention..Great service. 

Thank you

Sincerely,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a tablet as a gift for a child in Nov of 2012. I purchase replacement insurance at no time did the sales rep explain that i had keep the box in order to have the item replace. I took the item in on 04/**/2013 to have it replace and they told me the item is no longer made and they can not replace it with the current one because it cost more money. I asked for the manger who stated all he could do was refund the money I paid for the insurance because i do no have the box. I asked him nicely can he call the company and have them send a box he stated no.

Desired Settlement: Replace my Item or refund the entire cost of the item and insurance

Business Response: It should be stated on the customers original sales invoice that the item must be returned with the original box and packing in order to be exchanged for a new one.  That would be the terms under the replacement contract that the customer purchased.

Business Response: It should have stated on the customers original sales receipt that they are required to keep the original box and packing in order to receive an exchange. That being said, I have placed a return authorization on this customers invoice ********** so that they can return it and exchange it for a different model. Their replacement contract will be satisfied by this 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,

***** *****


Yes they replaced it with less memory but thank for your help
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a laptop and 4 days later when I tried to return it I was told it was non refundable. However, the receipt states 30 days return policy. When I went to the store I was told to ignore that policy but refer to another policy that isnt specific to my product.

Desired Settlement: Refund product

Business Response: I have no knowledge that our receipts state that there is a 30 day return policy on them for a refund. Our Merchandise Return Policy states that the following merchandise is non refundable if opened...... Home Appliances, Air conditioners, TVs 50 inches and larger, I Pods, I Pads, Computers, Video Game Systems and Games. This policy is also posted in all of our showrooms. If the computer needs repair and is less than 30 days old, of course we would exchange it for a new one but we would not just refund 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 

If none of your items can be returned why does it state at the top of the receipt that you have a 30 return policy as an item on your receipt and that only applies to some items then yea it should list exactly what can and cant be returned. 

 

 

 

 

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


Sincerely,

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




 

Business Response: As stated before, it is impossible to list every contingency on a sales receipt. That is why it states that opened merchandise cannot be returned for a refund. The entire policy is posted in all of our store locations at or near the cash register. The ultimate decision in this matter is up to the store manager or his district manager so I suggest this customer try to resolve it with one of them as I am not privy as to the condition of the merchandise that is trying to be returned for refund.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a GE washing machine in November 2012. Delivery was made on January **, 2013. On March** I used the washing machine for the first time only to find that it was not working. I called GE to come to the house to look at the machine. The GE repairman told me that the bottom of the washing machine had been crushed either because if was dropped or by getting hit with a fork lift.The side of the washing machine was also dented. I called PC Richards and told them what the technician told me. They said that they said they would not replace the machine until a service technician looked at it. I explained that a service technician had looked at it and that it was damaged during delivery. PC Richards then said that because the had not installed the washing machine, it was not their problem. I explained that the plumber merely connected the hoses to the machine. They said that is not their problem any more.

Desired Settlement: Immediate replacement of the product.

Business Response: I have placed a return authorization on the customers invoice ********** so that they can contact the store manager at the store where they made their purchase so they can exchange the washer in question for a new one.

Business Response: I have placed a return authorization on the customers invoice ********** so that they can contact the store manager at the store where they made their purchase so they can exchange the washer 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *****



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/2/2013 Problems with Product/Service | Complaint Details Unavailable
3/28/2013 Problems with Product/Service | Complaint Details Unavailable
3/27/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: hello this is exatcly what happen i was watching the tv with my wife tv start smoking from the back we got scared and unplug the tv afterwords tv was extremly hot it cool down we plug it back and there is black dot on the screen where is smoke come out i put my finger on it and it split out the whole screen the plastic melted from the back looks like somethink hit the tv but it didnt there is no external damege on the screen excapt the burned panel from the back now they saying is that we hit with somethink and tv doesnt cover this under protechtion plan i keep asking why is burned they said i dont now all i now is that screen craced [** ******* ******]. i have 5 year protection plan i paid 140 for the plan total 700 for the tv for nothing i told them my house almost got fire they keep saying craced screen doesnt cover im disapointed about them also when i asked what i do with the tv they said its garbage werry sad now im trowing 840 dollars into the garbage thats the story never buy agin from them

Desired Settlement: im not looking somethink just if they can fix or replace or store credit refund anythink possible

Business Response: As per our tech, the TV in question had a front impact star pattern and the panel is cracked which is neither covered by the manufacturers warranty or our service contract. He sent pictures of this damage to our service manager on 1/**/13. If we will not cover all we can do is refund the service contract since the TV would be unrepairable or uneconomical to repair. I suggest the customer call us at ###-###-#### and request to speak with *** ******* (our service manager) to see if there is anything he can do based on the pictures that he received from our tech. They should give *** their invoice number ********* to refer to.

Business Response: We are sorry that you feel that way but our extended warranty doe not cover any damage to screens and as a matter of fact neither does any manufactures warranty cover screen 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]ok i wantto get a solution about this i loose my tv and i paid for warranty im asking kindly to pc richard&son can you  make costumer happy belive me the tv does not have external damege thank you 

 

 

 

 

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


Sincerely,

***** ****** 




 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/27/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased warranty from PC Richard for washer called their repair center recently to fix machine.The repair man came out and said the problemis the pump the down its not in stock so they order it .It takes 3 days for the product to come and another 4 days to get an appointment .Meanwhile I have a family of six a child in the Hospital and another at home needing attention.When the date comes repair the machine I am in the Hospital with my four year old needing to come home to a working machiine.But that is not the case there is alot of water on my basement floor left by the repairman and the problem is not fixed .I call to be told I have to wait another 3days for another service appointment .Where is the loyalty ?

Desired Settlement: I want an immediate repair and a reimbursement of laundry cost

Business Response: Cutomer is scheduled for service on 3/**/13. If the washer is not repaired at that time we will offer them a credit to reselect. Our extended warranty does not compansate for lost time, wages or expenses laid out while the product is being serviced. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called into PC Richard repair service on 3.*.13 placed a call for repair ***** the rep that took my call said someone from an outside service company will call me back within 48hrs till this day no one has called me back. ***** the rep has been trying to be helpful but I still have not received an answer. I would like someone to just come an service my Electrolux dryer we spent so much on these appliances and they're advertised by celebrities and I cant even get a service call. If I had the chance I would never have purchased an Electrolux product only because they have terrible repair policies.

Desired Settlement: I would really like to change brands to ** but if that cannot be done I just would like my dryer repaired ASAP. Thank you

Business Response: According to our records this customer cancelled their service call on the dryer on 3**/13. That being said, the customer is under the manufacturers warranty until May of 2013 so they can call direct for any service that they need on their washer or dryer until then. They can call Dan's Appliance at ###-###-#### or Frigidarie/Electrolux, direct at ###-###-#### and they will be given an appointment right then and there. There will be no reason for having to wait for a call back from anyone. 

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 cancel my service on 3.*.13 I never received a service appt. I don not want to deal with Dans appliance because they serviced my washer and I still waiting for a part for my pedestal since 10.**. They were very rude and when I called to find out the status of my pedestal part they said I didn't need an answer. 

 

 

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


Sincerely,

******** *************** 




 

Business Response: Customer does not have to deal with Dan's Appliance. I suggest that they call Frigidaire/Electrolux direct at ###-###-#### to schedule with them and while they are at it they shoild file a complaint against Dan's Appliance as they are authorized by Frigidaire/Elextrolux to do repairs for them while under the manufacturers warranty.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Billing/Collection Issues | Complaint Details Unavailable
3/11/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a dryer in march of 2012, in Dec of 1012 it was having an issue that I had called in for service, they had someone come look at and ordered parts and two weeks later was repaired, within 3 weeks the same issue occurred I called customer service and again went through the same steps, took time off work for the tech guy to come fix it and the morning of my service call I received a call that he can't do anything but replace the part again and he will have to order it, then talked to the service dept and told them that this was going to be an ongoing issue from what he told me...so they sent someone out a week later to look at the dryer and they ordered parts to repair the same issue, a week later they came and repaired it again and within 5 days the same issue occurred, I again called customer service to which I was told that there is nothing more they can do for me, I asked to speak to a supervisor which I did and was told they needed to call the company and see what they can do and was told I would get a call back in 3 business days, never received a call back gave them a few extra days then I called them back and was told by another representative that they can't help me anymore, spoke to another supervisor that was suppose to have an answer for me today 2/**/2013 and never heard back from her, called again and was then told to call the store where I purchased it and have them order me a new dryer which the store manager refused to do and told me there is nothing they can. I purchased an extended warranty for this dryer, for what I have no clue since the store is not willing to replace it..

Desired Settlement: I want a new Dryer that works...

Business Response: An exchange will not resolve this customers problem  As per our tech  and the Frigidaire tech line, this customers vent is too long and that is what is causing the overheating problem. The only fix is to shorten the vent but that cannot be done because the customer has this unit in the middle of his home.

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


when we purchased our dryer and had there techs install it, no one ever told us that it would be an issue, and when speaking to the manager last night he told me all dryers are vented for 15 feet.we previously had a dryer in the same place and NEVER had an issue like this for 11 years, with that said I purchased a warranty and they need to stand by there warranty...

 

 

 

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


Sincerely,

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




 

Business Response: Looks like the store has written an exchange of the dryer on 3/*/13 for this customer. If they contact the store and give the invoice number ********* the store can date the exchange for them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 new appliances from PC Richards in Sept 2012. The products were dlvrd in Oct 2012. Since that time I have had continuous problems with the appliances. The stove was shipped dented. I had to wait almost three months for this to be corrected. Every time the part was shipped it was dented or broken again. After continually being in contact with customer service and then finally the corporate office, the stove was replaced. In tandem with this my microwave was not working. The first two times they claimed they could not find an issue. The last time the service techs put sink calk in between the cabinet and the microwave saying it would stop the noise. Being how this is unacceptable, the corporate office (at the same time of the stove) replaced the microwave. PC Richards was sent to my home 5 times to try to resolve this, of which 5 times I had to arrange my work schedule to ensure I was available. While I thought my issues with the appliances were corrected, this past Sunday morning I almost fell in my kitchen (at 7 months pregnant) due to the dishwasher leaking all in my kitchen. The water coming from the dishwasher is so much that is had caused the electric to be shut down and the breaker popped at my main electrical breaker panel. The front foam insulation of the dishwasher is covered in black mold which is extremely unsafe due to the water damage. I also am not yet aware of the water damage this has done to my brand new cabinet or sheetrock behind it was I am waiting for the service dept to pull out the dishwasher. While attempting to drain the water out of the dishwasher the wires were sizzling and it began smoking. I did call for service however this is now the THIRD appliance that I have issues with. I have spent $5000 on them on this is unacceptable. This will now be the SIXTH time since Oct that I have to have PC Richards come to my home and that I have to arrange my work schedule. I feel that I have been sold defective appliances. I do not feel safe due to the electrical issue in just a repair for the dishwasher. I would like the unit completely replaced. All appliances are brand new, covered under the 1 yr warranty and I also purchased a 5 yr extended warranty. I also would like 15% off all my appliances for what I have been through and the time I needed to take to deal with this ongoing matter. I had contacted them many times of which I do not have exact dates for throughout Oct, Nov & Dec. I finally began documenting calls at the end of dec. Dates called were made were 12/**, 1/*, 1/*, 1/*, 1/*, 1/**, 3/* & 3/*

Desired Settlement: I would like my dishwasher replaced immediately and I would like 15% off all of the applainces for what I have been going through with this and the time I have had to deal with this.

Business Response: The dishwasher in question is in the process of being exchanged. Customer is under the manufacturers warranty on all of their appliances until September 2013. We have exchanged every product that they have had issues with. We do not make the products but we have stood behind them when they have gone bad. A 15% discount on these appliances is not an option as the customer received more than that at the time of purchase. Example is the dishwasher that we are now going to exchange sells for  $999.97 and the customer only paid us $749.97. We will contact them as soon as the diswasher return autorization is approved.

Business Response:

All the extended contracts would automatically begin as of the new date of delivery or exchange. Bear in mind that we did not manufacture these products and we do not buy refurbished products from any of our vendors. Each exchange, although very upsettingand inconvenience for the customer was also very costly to us as I am sure we did not charge the customer for redelivery or for new installations nor do we get reimburshed from the manufactureer for those expenses. That being said, in the interest of maintaining good customer relations with a valued customer, I will have a gift card processed by our Corporate Giving Committee and mailed to their home.

 

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,

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



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ****** ***** and the reason I am writing you this letter is to inform you of the dissatisfaction of my experience with PC Richards regarding my purchase of a LG washer, LG dryer, and a Samsung television. On February **, 2012 I purchased a LG washer, model ********, serial # ************ as well as a LG dryer, model ********, serial # ************. Both items were purchased at ********* Store #** located at** ** ** ********** ** *****. I was helped by sales consultant ***** employee #****. Both appliances came with the manufacturer’s warranty plus the extended warranty I purchased. At the time of purchase of these two appliances I was satisfied with my store experience. However, that changed when the appliances were delivered to my home. The delivery people were extremely rude. They were asked to bring the appliances into the house through a route that would not damage the floor or doorways but they didn’t listen. In between their laughter they somehow managed to install the machines. However, both the dryer and washing machine were not balanced. A few months after installation I contacted PC Richard to service both of the appliances because they were shaking. A service technician came out and told me everything was fine, that because of the type of washing machine I had purchased that it was normal for it to do that, and then left. On December **, 2012, I was alone in the house and decided to do a load of laundry. I put in a normal size load of clothing and went about doing some other things in the house. All of a sudden there was a large amount of loud banging coming from the laundry room. As I was going toward that area there was an immensely loud explosion. After the half hour it took me to recover from the initial shock I went to inspect the laundry room only to find that the washing machine I had purchased less than a year ago had exploded into several pieces and had damaged the dryer in the process. In fact, the machine had moved with such force that it had turned 90 degrees and was now facing the window of the laundry room. It also had unplugged itself from the wall. I was too afraid to touch anything. I even left the clothing in the machine the way it was. That same day my children and I went to the ********* store once again to explain what had happened. I spoke with **** ******** front desk; **** ******, manager; and *** ********, store manager. After being informed of what was going on they offered to send over a technician to see if the machine(s) were repairable. They were not willing to do anything more than that at that time. They said if the technician determined that the machine(s) were not repairable that they would proceed from there. The initial technician came to the house and he reassured me that based upon his observations the washing machine had to be replaced. When I called the service department later on that day I was informed that only the washing machine would be replaced and not the dryer although the topic had been discussed with the technician. I had to schedule a second appointment for another technician to come and determine the status of the dryer, which eventually was deemed to be a total loss. A television was also purchased from the same location on August **, 2012 with the assistance of sales consultant ****, employee # ****. After speaking with **** for approximately 1-1 and ½ hours I decided to purchase a Samsung flat panel television, model UN60ES8000. During the discussion I had mentioned to **** that the television would be placed on the mantle above the fire place. He was informed of the height, the distance to the furniture, and the general set up of the living room. He reassured my companions and I numerous times that all of the special features that I was paying extra for would work properly and that I would not have any issues operating the television as it was supposed to operate. However, I am disappointed to say that that was not the case. From almost the first week of purchase I had problems with the television such as the television screen displaying snow when I changed the channels. The features that I had paid extra for did not work at all. Features that I did not activate would pop up on the screen and stay there for several minutes at a time. I again scheduled a technician appointment. The technician came out, told me he turned off the Smart TV features since they would not work from a distance and it was a loose wire which he took care of and left. The very next day I was dealing again with the same issues that the technician had supposedly fixed the day before. I scheduled an appointment for another technician to come the following week and check the television I did so, only to be informed that the issue was not a loose wire but, that it had not been formatted properly. This technician did the formatting of the television. After once again telling me everything was fine, he left, only to have the television have the same issues 2 days later. It was when I called the service department to schedule my third service call that they decided to contact the store instead. During this whole period we were assured by the employees of PC Richard whom we spoke to that we would be taken care of and not to worry. They assured us that they were very understanding of our situation and that they would work with us to come to an amicable conclusion regarding the LG washer, the LG dryer, and the Samsung television. You can understand my disappointment and frustration when this turned out to be untrue. They are unwilling to refund me for my purchases. They have been consistently unwilling to offer in writing what they are willing to do to compensate me for my time and dissatisfaction although I have repeatedly asked that it be presented to me in written format. They do not have the appliances that I would like to replace the prior appliances with. Each and every single employee has given me different answers at different times leaving me very confused and frankly distrusting with the employees and the company they work for. I have sent emails, and spoke numerously to them on the phone but they are unwilling to budge. In fact, they have argued with me numerous times and spoken over me instead of listening to what I have to say. Is this the customer service values that you teach your employees and encourage them to use to demonstrate the principles your company was built on: honesty, integrity, and reliability? It is my opinion that they are only truly concerned with their commissions and sales quotas and not at all with customer satisfaction. If they or PC Richards in general were concerned about their customers or stood by the promises they make their customers I would not be writing this letter to you today.

Desired Settlement: At this point I am so disgusted with the PC Richard brand, their customer service, and treatment towards myself and my family that I am unwilling to except anything other than a full refund of all costs incurred to my credit card due to the purchase of the items themselves, extended warranties, and parts credited in the full amount to the PC Richards credit card. I have been trying for months on end to work with your company and ********* ***** #** to come to some type of agreement but, I have concluded that this is impossible.

Business Response: We do not take back merchandise for a refund after a year. This customer has already been offered a full credit to exchange the washer and dryer in question on invoice ******** and  the TV in question on invoice ********. In addition they have been offered a $150.00 Gift Card for any inconvenience. According to the notes on those invoices this customer was looking for free warranties on these products and that is also why the 150.00 Gift Card was offered as an option. They have full credit on both those invoice to exchange for the same models or to reselect to different makes and models of their choice. As stated, a refund is not an option.

Business Response: I believe that we are going to have additional issues with this customer because as per notes from our installers that went to pick up the washer & dryer in question today for refunds, they state that both machines have severe damages so I do not know if they were in fact even picked up or not. This customer will have to contact the store regarding this matter. As a matter of fact I do not even know why we were picking these machines up for refunds in the first place as on 12/**/13 our tech that went out to service these units stated that these machines were "destroyed" and he even took pictures which we have in out possession.

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 suggestion to you for the future would be to verify your information for accuracy prior to conveying it because it reflects rather poorly on you.  First, if you were aware of the installers notes you would have know that all items in question were in fact picked up.  Additionally, if you had looked into the matter further you might have been informed that my statement to the installer was that if I could not remove the stains/damage (as a result of the washer violently shaking when it became off balanced) on the tile I would then ask for the tiles to be replaced.  By the way, you also have in your possession copies of the pictures I took and e-mailed to the store on the same date as the incident (12/**/12) showing the damages.  Lastly, the reason you are picking up these items for refunds is that both the washer and dryer were damaged beyond repair as a result of the issues mentioned in recall number ******, which you and the manufacturer failed to notify the customer of.  The tv is being refunded due to your service department being unable to successfully repair the problems after numerous attempts, plus the fact that your sales representative **** lied about the capabilities of certain tv features. ]

 

 

 

 

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


Sincerely,

****** *****




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/28/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
2/12/2013 Advertising/Sales Issues
2/1/2013 Problems with Product/Service
1/31/2013 Problems with Product/Service
1/31/2013 Advertising/Sales Issues
1/31/2013 Problems with Product/Service
1/30/2013 Problems with Product/Service
1/25/2013 Problems with Product/Service
1/23/2013 Problems with Product/Service
1/22/2013 Problems with Product/Service
1/19/2013 Problems with Product/Service
1/17/2013 Problems with Product/Service
1/10/2013 Problems with Product/Service
1/10/2013 Billing/Collection Issues
1/7/2013 Problems with Product/Service
1/4/2013 Problems with Product/Service
1/4/2013 Problems with Product/Service
1/3/2013 Problems with Product/Service
1/3/2013 Advertising/Sales Issues
12/31/2012 Problems with Product/Service
12/29/2012 Problems with Product/Service
12/25/2012 Problems with Product/Service
12/25/2012 Delivery Issues
12/24/2012 Advertising/Sales Issues
12/18/2012 Problems with Product/Service
12/18/2012 Advertising/Sales Issues
12/15/2012 Problems with Product/Service
12/13/2012 Problems with Product/Service
12/13/2012 Problems with Product/Service
12/11/2012 Advertising/Sales Issues
12/11/2012 Problems with Product/Service
12/11/2012 Problems with Product/Service
12/7/2012 Problems with Product/Service
12/6/2012 Problems with Product/Service
12/6/2012 Advertising/Sales Issues
12/6/2012 Problems with Product/Service
12/5/2012 Problems with Product/Service
12/5/2012 Advertising/Sales Issues
12/4/2012 Problems with Product/Service
12/4/2012 Problems with Product/Service
12/4/2012 Problems with Product/Service
12/1/2012 Problems with Product/Service
11/30/2012 Advertising/Sales Issues
11/23/2012 Problems with Product/Service
11/21/2012 Problems with Product/Service
11/21/2012 Guarantee/Warranty Issues
11/15/2012 Advertising/Sales Issues
11/13/2012 Problems with Product/Service
11/8/2012 Problems with Product/Service
10/25/2012 Problems with Product/Service
10/22/2012 Problems with Product/Service
10/18/2012 Advertising/Sales Issues
10/18/2012 Problems with Product/Service
10/16/2012 Problems with Product/Service
10/10/2012 Problems with Product/Service
10/8/2012 Problems with Product/Service
10/8/2012 Problems with Product/Service
10/5/2012 Problems with Product/Service
9/28/2012 Problems with Product/Service
9/27/2012 Problems with Product/Service
9/27/2012 Problems with Product/Service
9/21/2012 Problems with Product/Service
9/20/2012 Problems with Product/Service
9/20/2012 Advertising/Sales Issues
9/20/2012 Problems with Product/Service
9/20/2012 Problems with Product/Service
9/19/2012 Problems with Product/Service
9/14/2012 Problems with Product/Service
9/6/2012 Problems with Product/Service
9/5/2012 Problems with Product/Service
9/5/2012 Problems with Product/Service
8/30/2012 Problems with Product/Service
8/30/2012 Advertising/Sales Issues
8/27/2012 Guarantee/Warranty Issues
8/24/2012 Delivery Issues
8/21/2012 Problems with Product/Service
8/21/2012 Problems with Product/Service
8/20/2012 Problems with Product/Service
8/17/2012 Problems with Product/Service
8/16/2012 Problems with Product/Service
8/15/2012 Problems with Product/Service
8/11/2012 Guarantee/Warranty Issues
8/10/2012 Advertising/Sales Issues
8/8/2012 Problems with Product/Service
7/18/2012 Advertising/Sales Issues
7/10/2012 Problems with Product/Service
7/9/2012 Problems with Product/Service
7/5/2012 Problems with Product/Service
7/3/2012 Problems with Product/Service
6/26/2012 Guarantee/Warranty Issues
6/22/2012 Problems with Product/Service
6/20/2012 Problems with Product/Service
6/20/2012 Problems with Product/Service
6/19/2012 Problems with Product/Service
6/19/2012 Problems with Product/Service
6/16/2012 Delivery Issues
6/16/2012 Problems with Product/Service
6/14/2012 Problems with Product/Service
6/14/2012 Problems with Product/Service
5/22/2012 Problems with Product/Service
5/9/2012 Delivery Issues
5/4/2012 Advertising/Sales Issues
5/2/2012 Billing/Collection Issues
4/27/2012 Problems with Product/Service
4/19/2012 Problems with Product/Service
4/19/2012 Billing/Collection Issues
4/16/2012 Problems with Product/Service
4/4/2012 Problems with Product/Service
3/30/2012 Problems with Product/Service
3/30/2012 Problems with Product/Service
3/27/2012 Problems with Product/Service
3/24/2012 Advertising/Sales Issues
3/23/2012 Problems with Product/Service
3/22/2012 Advertising/Sales Issues
3/20/2012 Problems with Product/Service
3/20/2012 Billing/Collection Issues
3/20/2012 Problems with Product/Service
3/19/2012 Problems with Product/Service
3/16/2012 Problems with Product/Service
3/9/2012 Problems with Product/Service
2/28/2012 Problems with Product/Service
2/21/2012 Advertising/Sales Issues
2/18/2012 Problems with Product/Service
2/17/2012 Problems with Product/Service
2/16/2012 Guarantee/Warranty Issues
2/15/2012 Guarantee/Warranty Issues
2/8/2012 Problems with Product/Service
2/8/2012 Problems with Product/Service
2/3/2012 Problems with Product/Service
1/28/2012 Problems with Product/Service
1/20/2012 Problems with Product/Service
1/20/2012 Advertising/Sales Issues
1/20/2012 Problems with Product/Service
1/20/2012 Problems with Product/Service
1/19/2012 Problems with Product/Service
1/12/2012 Advertising/Sales Issues
1/8/2012 Problems with Product/Service
1/6/2012 Problems with Product/Service
1/6/2012 Billing/Collection Issues
1/6/2012 Problems with Product/Service
1/4/2012 Problems with Product/Service
12/31/2011 Problems with Product/Service
12/30/2011 Problems with Product/Service
12/28/2011 Guarantee/Warranty Issues
12/27/2011 Problems with Product/Service
12/27/2011 Problems with Product/Service
12/23/2011 Problems with Product/Service
12/23/2011 Advertising/Sales Issues
12/22/2011 Guarantee/Warranty Issues
12/22/2011 Problems with Product/Service
12/20/2011 Problems with Product/Service
12/20/2011 Problems with Product/Service
12/9/2011 Problems with Product/Service
12/8/2011 Problems with Product/Service
12/6/2011 Problems with Product/Service
12/6/2011 Problems with Product/Service
12/3/2011 Problems with Product/Service
12/1/2011 Problems with Product/Service
11/23/2011 Problems with Product/Service
11/19/2011 Guarantee/Warranty Issues
11/18/2011 Problems with Product/Service
11/16/2011 Advertising/Sales Issues
11/14/2011 Problems with Product/Service
11/11/2011 Problems with Product/Service
11/10/2011 Delivery Issues
11/10/2011 Problems with Product/Service
11/8/2011 Problems with Product/Service
11/8/2011 Problems with Product/Service
11/2/2011 Guarantee/Warranty Issues
11/2/2011 Problems with Product/Service
11/2/2011 Problems with Product/Service
10/31/2011 Problems with Product/Service
10/31/2011 Problems with Product/Service
10/29/2011 Problems with Product/Service
10/28/2011 Problems with Product/Service
10/28/2011 Problems with Product/Service