P.C. Richard & Son Inc.

Review: 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 expiresDesired 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 [redacted] at [redacted] 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.

Review: 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purchased a washer and 10 year warranty. Washer is 2 years old and rusting apart. Basket and top metal getting all clothes rust stained. This has ruined $800 in clothing.Desired Settlement: I would like a refund or replacement for the washing machine.

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

Review: Purchased an air conditioner on 7/*/15. Took a day off for the delivery. (2) delivery men installed the system into the window sleeve and said the ac didn't come with a frame (which was featured on the display) Used the ac that night and realized that the top of the ac was a puddle of water and underneath the system was wet.

My super looked at it and said it was not properly installed. \

I contacted PC Richards and spoke to the salesperson and rescheduled for a specific day... never heard from them and when I called they had me scheduled for a different day which I was not available. Spoke with the manager Alfredo who said to e-mail him when I was available to reschedule for the second time.

I contacted the manager via e-mail and requested a 2nd install and reminded him that the installers should bring the border. I never received a reply to my e-mail and had to make several follow up calls to get an confirmation.

9/**/15 the workmen came to reinstall the system. When they pulled it out water emptied onto the floor. Good thing I had cardboard and towels to soak it up. Finally the ac was once again installed and no border piece!

I again called the manager and he said he would mail it and I should receive it in 2-3 days. NEVER RECEIVED I! Also, the next morning I noticed that my parquet floor was damp and the flooring was curling up.

PC Richards is responsible for this and any damage to the apartment below.

I AM A STORE MANAGER AND WOULD NEVER TREAT A CUSTOMER LIKE THIS !!!Desired Settlement: I want the Border piece that belongs to the air conditioner unit and my floor fixed..

Business

Response:

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

Consumer

Response:

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

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

I

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

Sincerely,

Business

Response:

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

Review: Purchased Electrolux Slide-in Induction

Stove Model [redacted] 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 ([redacted] -

[redacted])to file a dispute and withhold payment. On 9/** a

conference call was set up by [redacted] with [redacted] (a manager at PC

Richard), their rep ([redacted]) and me. [redacted] 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Review: 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 [redacted]) 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 [redacted] 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.

Review: I purchased a Haier dryer from PC Richard and son in [redacted], ** in November 2012. I also purchased a five year extended warranty for the dryer. Beginning, approximately one year after the purchase of the dryer it began to make noises. I contacted PC Richard and Son and they came out to repair the dryer. A few months later the dryer began to make noises again. PC Richard and Son, once again, came out to repair it. This pattern has continued up to now. The only difference this time is that PC Richard and Son is stating that the dryer is unrepairable and will not honor the extended warranty. This is unacceptable! According to the customer service representative I will be refunded the $319.97 I paid for the dryer. However, I will have to pay the difference for the same dryer if the price increased and buy a new extended warranty. According to the contract I have in hand from PC Richard and Son, it states, "If PC Richard and Son determines your product is unrepairable, it will be exchanged with a product of comparable performance, not to exceed the original purchase price. Return of the originally purchase product will be required."Desired Settlement: I am asking for PC Richard and Son to either replace the dryer with no out of pocket expenses, as stated in the warranty I have, or honor my extended warranty and continue to repair the dryer.

Business

Response:

Actually, our warranty does not state that. It states that the product will be replaced with a comparable product, NOT TO EXCEED THE ORIGINAL PURCHASE PRICE. Therefore we are giving the customer full credit of what they paid us to do this exchange but if the product that they choose EXCEEDS the credit that we are giving them that they are responsible to pay the difference. I would think that if this customer goes to one of our showrooms that they should be able to get a new dryer for the price that they paid for the one that is being exchanged.

Consumer

Response:

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

I am confused by PC Richard and Sons response. They just reiterated what I wrote in the complaint and saying their warranty does not state that. I have no problem replacing my dryer for the exact same model however I was told on the phone by costumer service that the dryer went up in price. I also feel that I should not have to pay for another extended warranty. I originally purchased a five year extended warranty and only used 2 years of it. I feel it is fair to get a 3 year warranty for the new dryer at no additional cost. The warranty that I have does not state I have to purchase a new warranty. I have been a customer of PC Richard and Sons for many years and have purchased all of my major appliances and TVs from them. I would like to continue being a customer of theirs. I find that their products are reliable. I only experienced a problem with the dryer. Thank you.

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

Sincerely,

Business

Response:

Our contract states excatly what the customer states that it states, that we will replace the product with a comparable model "not to exceed the original purchase price" which means if the customer chooses a replacement product that is more than their original purchase price, then they have to pay the difference in price. It also states that the contract will be satisfied when the old product is exchanged or replaced..

Review: On March *, 2013 I purchased a GE Café Series refrigerator, oven, dishwasher and microwave (invoice #[redacted]).

I also purchased extended warranties. This is the second time I am having issues with the refrigerator and oven. The issue with the oven is that the burners can not be regulated. The technician stated that as long as the burners ignite they do not need to be regulated. He stated that it was a design flaw that can not be corrected.

Also the technician stated that they would have to order parts in order to repair the refrigerator and that the refrigerator would not be able to be repaired until Monday, March **,2016, which is 6 days away. At this time I called customer service at ###-###-#### and asked them what provisions they provide as far as not having a refrigerator for the next 6 days. They stated that store at which the appliances were purchased would provide a loaner refrigerator and that I should contact them, which I did. I called the place of purchase, PC Richard store # **, and spoke to a lady by the name of "Jamella". After consulting with her manager, no name provided, she stated that store policy was for me to go to the store and purchase another refrigerator. I would have to take that refrigerator home myself and once the repair was made return the refrigerator myself and get a credit. I would like to know if this is in fact store policy and if this is how these matters are handled. I would also like for either both the refrigerator and oven be replaced or a complete refund. I would also like compensation for the food that was spoiled .Desired Settlement: Replacement of the GE Café Series refrigerator and stove. A free loaner refrigerator delivered and compensation for the spoiled food.

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

The issues were NOT addressed. I was left without a refrigerator for over 6 days. The technician did not provide any information as to what PC Richard's policy was. When I called customer service I was told to contact the PC Richard where the refrigerator was purchased, which I did ( Store # ** located on [redacted] in Staten Island). I then spoke to "Pamela" who, after conferring with the manager, stated that I would have to go there and purchase a refrigerator, take it home myself, then once my refrigerator was fixed, I would have to return the refrigerator. This seemed odd to me. However they did not address it so I would imagine that is the policy.Also, the issue with the GE Cafe Series stove was not addressed. The burners CAN NOT be regulated. They either go from high to low. The technician stated that this is a design flaw. The stove should either be replaced or a refund issued.Third issue is the GE Cafe series refrigerator. It seems that all of the major components need to be replaced. I am not comfortable with that. I believe that a replacement would be more suitable.I would appreciate a separate response for each issue.

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

Sincerely,

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

The issues were NOT addressed. The first issue was the fact that me and entire family were left without a refrigerator for over 6 days. When I called PC Richard's Store #**, located on [redacted] in Staten Island) I was told by "Pamela" that I would have to go to PC Richard's and purchase a refrigerator, bring it home myself, and once my refrigerator was repaired, I would have to bring back to the refrigerator and get a store credit. I guess that is the policy since the issue was NOT addressed.The second issue was that the GE Café Series stove. The burners CAN NOT be regulated. The technician stated that it is a design flaw and CAN NOT be corrected. I would either like a complete refund or a replacement. The third issue is the Café Series refrigerator. The refrigerator needs all of its major components replaced. I am not comfortable with this. I would like it either replaced or a complete refund.

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

Sincerely,

Review: month old refrigerator is leaking inside. I have approached [redacted] 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a [redacted] refrigerator from PC Richard 5 years ago. It was a special order, panel ready refrigerator that required panels on the refrigerator door. I paid 1,680.00 for the fridge plus a 1,000.00 for the panels. because I invested a lot of money into the fridge, I bought a 10 year warranty from PC Richards.

After only 2 years the refrigerator broke. I lost a whole refrigerator of food. The repair crew came and diagnosed freon leak. They refilled the freon, when I asked "how come the freon escaped after only 2 years" they answer was that sometimes it happens.

In May of 2015 the refrigerator broke again with the same problem , the freon escaped, I lost food ones again. the repair man came and this time he said that the fridge can not be repaired. Its a manufacturer defect and I need a new fridge. After multiple phone calls to customer service I was approved store credit for a new appliance. I went to the store, of course no one could find the credit in the system. back on the phone with customer service , finally I was referred to the builders division of PC Richard in [redacted] , because that's where I purchased the fridge originally.

Its the beginning of June now, and I am about a month without a refrigerator.

From the builders division I learned that my refrigerator was discontinued and there is no replacement. I asked to speak to the manager, the manager offered a replacement model with slightly different dimensions. I contacted my contractor , he measured the panels and gave me the ok to go ahead with the replacement model . Being a little skeptical about the replacement model, I contacted the manufacturer only to find out that the replacement model offered by the manager was also discontinued. I called him back, but he reassured me that the fridge is available. The delivery takes usually 2-3 weeks, but because of the circumstances and my inconvenience he promised to get this fridge asap. I was asked to send him an email requesting the specific model #JFC2089WTB. Now I am patiently waiting for the delivery day.

After not hearing from him for 2 weeks I left a message for the manager. He did not call me back, so I called him again the next day. When I asked him when is the appliance being delivered, he responded that unfortunately , he doesn't have a good news for me, the refrigerator was discontinued and there is no replacement at this point.

I could not believe what I was hearing, I told him that he did not do his job and asked to speak to his superior. He refused, and said that there is no one above him and that he is the only one to speak to. I am without a refrigerator for over 2 months, I requested a full refund for my refrigerator and panels since they can not replace the fridge , his answer was absolutely not.

I am completely fed up with these people, they are ignorant and insensitive to customers problems. I have been nothing but patient for over 2 months, I understand that there is no replacement for the model, I am willing to get a refrigerator with a different finish, but I am requesting a full refund for the refrigerator with panels. I paid for a 10 year warranty, if they can not keep their promise then I need to be refunded my money .Desired Settlement: Full refund for my refrigerator with panels or replacement model that will fit my panels. Thank you.

Business

Response:

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

Review: I'm very frustrated. I got my appliances back in 2012 from your [redacted] location. In late February 2015 we had issues with oven not working the fridge deli drawer came apart and our freezer is leaking water. March *, 2015 we called to get service, the only date that would fit my schedule was March [redacted] 2015. A nice guy came out. He said the element for the oven needs to be replaced, a new deli drawer and whatever part to stop water from dropping into my floor needs to be ordered. He stated that it would take maximum of 5 days to get the parts ship to me. Well 2 weeks go by. This is where our frustration begins. I called support and they stated that the part should be getting here. Spoke with multiple people, [redacted] and [redacted], some said they would find out about the part and call us but never called us. We asked to speak with a [redacted] and was told they were not available. A man named [redacted] said he would do every thing he could to make sure we had our oven fixed before Easter because we were suppose to have dinner at our house. We called Good Friday and they said the part was never ordered so we had to cancel our Easter plans.

A woman named [redacted] guarantee that she would make sure that part would be order and we should have it. We had a service schedule for Saturday April [redacted] between 12-4. Tech called in the morning said he would be here between 11-3pm. Waited all day for him he called 4:15 stated that he was ready for us. We were out of the house because we had a birthday dinner to attend.

Another week went by and still nothing was resolved. This last weekend we spoke with [redacted] and she got [redacted] the [redacted].

-[redacted] stated that we would have a tech come out today, 4/**, to get both appliances fixed and the parts were in. We were excited this finally was coming to an end. Today the tech shows up and asks where are the parts. We stated that he had it. He states we should have had it. So here we go again trying to figure this out.

-Oh and few times they had stated to us that issue was closed and tech stated it was fixed too. Which I have not idea why.Desired Settlement: -[redacted] called and stated that he is sorry for this mess and is going to issue a credit to replace the oven.

The reason why I'm writing this is because I don't know how much control [redacted], the [redacted], has over this. We are tired of waiting for service.

-Please Guarantee, which I don't know if I can trust at this point, that my fridge and leaky freezer is getting fixed. I have laminate wood floors in my kitchen that is warping because of the water leaking from the freezer. Please send someone with the parts to get this issue fix.

-We got a service contract to have a piece of mind that these issue would be taken care of but it's been nothing but a headache.

Business

Response:

Tell us why here...[redacted] is one of our supervisors and he has already issued this customer a credit to exchange the range in question on invoice [redacted]. They have a store credit on that invoice for $691.43 to reselect a new range. [redacted] will also follow up on this customers other issue and make things right for them.

Consumer

Response:

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

[Your Answer Here]

Im still waiting for my deli drawer to be fixed. They have addressed the other issues but not that one. Because the deli drawer handle was never order. The guy order a complete wrong part.

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

Sincerely,

Business

Response:

Tell us why here...Parts have been ordered from [redacted] and we will contact the costomer as soon as they arrive. Since they are cosmetic parts they will take longer to receive than mechanical or electrical parts. Cosmetic parts can take up to 6 to 8 weeks to arrive.

I ordered a Samsung Ultra HDTV that the beginning of the month they processed my order the next day and gave it a tracking number. I tracked my TV with thee tracking number I was given knowing that I would have to be home for the delivery to sign for it. The delivery date was set for Thursday between 11 to 3pm thinking it show up that day I stayed home to insure that I wouldn't miss the arrival of the TV. By 8 o'clock that night I assumed it wasn't going to be coming so I checked the tracking number. The website said the TV was delivered and signed for by Lin in Seattle, Washington. I do not live in Washington I live in Colorado, I was given the completely wrong tracking number. Seeing that the money for the TV was already taken out of my account I called customer service the next day to see what was going on. When I called I was told they just got a shipment of those TVs in today and mine would be going out on Monday. Two weeks later and the TV that I had ordered and paid for already still hasn't even been shipped. If I ever get this TV delivered I will not be ordering from them again. I thought I would be getting a great deal for this TV but it has turned into more of a headache then its worth.

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

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

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

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

Sincerely,

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: on 6/**/15 I ordered a avanti refrigerator with tax it came out to 207.44 was surprised when it was delivered by ups and left by my garage door we ourselves had to bring it in the refrigerator kept freezing everything and with in a few days the wires in the back burnt we could have lost our house mind you it was even deliverd by them it was dropped off by ups after calling and complaining we had pc richards come get it and deliver another one we feel we should get a discount cause of the inconvience and the almost fire we had we have lots of pictures and if pc richards isnt willing to help us we will contact news 12 and show pictures on line of almost losing our house to a fire on unsafe products they sell and why ups dropped it off by our garage door and ranDesired Settlement: we want a store credit for a serious issue we are so upset and will not shop there they did deliver another one after the first one almost took our house and why didnt they deliver it why have ups drop one off in front of our garage and leave a consumer to bring it in we sent several complaints to them

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I bought washer (paid by credit card) it was leaking next day I called store and they contact manufacture next day specialist came to see washer he said they will send new pipe and I never got it. 2 week later I called bank and my money was credited back to my account. So when I took washer back to the store (pc richard and son) they did not accept it and did not give me paper that washer mashin is returned. While I do not have washer I go to laundry and spend money there.

What I can do?Desired Settlement: they agent come and take washer.

Business

Response:

Tell us why here...Our records show that on the customers invoice [redacted] that he still is in possession of the washer and that no refund has been credited back to his credit card. I suggest that he go to the store where he made the purchase and speak to the store manager because if he returned the washer to that store and did not get a receipt stating that "shame on him" because there is nothing that can be done to assist him. He will have to straighten that out with the store manager of that store.

Consumer

Response:

Hi my name is [redacted] and

ID [redacted], you did not get me right. 1.Next day after I bought washer I contacted store, and store contacted manufacture 2.December ** 2014 specialist came to my hose checked washer and said that they will send new pipe. 3.About 2 weeks later no pipe came I contacted bank and bank pulled money and credited back to my account. 4.When I saw money in my account I took washer back to the store and ask them give me some paper as proof that I returned washer back to the store but no one gave me anything so I had take washer back to my home. I need have some document as proof on my hand that I returned washer mashin.

Sincerely,

Review: 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 [redacted] (which they refuse to put on the phone), and I have called the [redacted] 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 [redacted] stated "nothing".Desired Settlement: I would like me TV Repaired, refunded, half refunded.

Business

Response:

This customer can contact our TV s[redacted] at [redacted] 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.

Review: Complaint against: P.C. Richard & Son Inc. aka P.C. Richard & Son, [redacted] Location: [redacted] I purchased a Kitchen-Aid refrigerator on 11/**/13. Since the purchase, my refrigerator has been constantly in disrepair. The walls of the refrigerator are cracked and water is leaking to the floor of the refrigerator. The drawers of the refrigerator are all broken. I have had numerous service people try to rectify this situation, but to no avail, the problem still exists and is worsening day to day. I have constantly reached out to P.C. Richards & Sons via phone call and email, however they have not contacted me back. I have a 10 year warranty on my refrigerator, I need your help in rectifying this situation, since I have not reached a resolution with P.C. Richards& Sons.Desired Settlement: I would like a new refrigerator, because it is too damaged for a 2 year-old refrigerator. I can no longer store my groceries. My groceries spoil easily. The water that falls to the floor of the fridge leaks onto my hard-wood flooring, causing damage and requiring constant clean-up. I would greatly appreciate your help in this matter. I hope to hear from you soon. Thank you!

Business

Response:

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

Consumer

Response:

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

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

Sincerely,

Consumer

Response:

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

Business

Response:

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

Review: 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 [redacted] 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 [redacted] will never grow old and we all know better.

Business

Response:

We apologize for the response that the customer received from [redacted] 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:

I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: 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 [redacted], 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,