P.C. Richard & Son Inc.

Review: I purchased a kitchen appliance set from the coop city store on Black Friday 2014 and it was delivered that Sunday. When the delivery guys plugged the fridge in; you could hear it running. Since we sold our old fridge AND both the PC Richards delivery guys and my husband could hear the fridge running; we place our food in the fridge and freezer. The appliances were delivered late afternoon. The next morning I discovered the fridge never got cold. We contacted PC Richards the gave us a hard time about getting someone out the same day. The sales rep that sold us the set was the person responsible for getting a couple of techs to come by our house after work and look at the fridge. The techs determined the issue to be that the fridge had no freon. Since the fridge could be heard running it was easy to think it was working. Even though the techs determined the fridge needed to be replaced, my husband still had to take a half day off of work the next day so PC Richards could send another tech to determine what the issue is before they would replace the fridge. The techs that came Monday evening were contracted PC Richard techs yet because a service call ticket was not opened PC Richards still needed to further inconvenience us. My husband missed half a day of work just to have a tech come by and determine the problem to be the same thing the first techs did. Then once the fridge was replaced my husband spoke with the [redacted] regarding reimbursement for all the food we had to throw out. He told my husband he would get back to him and never did. A week later I contact customer service and spoke with [redacted]. I explained to him that I took pictures of the food in the fridge and freezer as well as the food being on the counter spread out. I also informed [redacted] that I will itemized the items and the total cost of the food and submit since I am entitled to the cost of the damaged food and he agreed. He sent me his information so I can send him the list. Due to the passing of my father in law I was delayed in sending the list and when I did I was contacted by a woman named [redacted] who informed [redacted] no longer worked there. I went over the issue with the fridge and was cut off to be told "it is not in the contract you signed". I informed her I never signed a contract. The she provided more excuses as to why I can not get a refund. FIrst [redacted] stated,I have to put a warranty claim in which will be denied since the warranty does not cover damaged food, then it was put a claim in with [redacted] but they will deny it cause they do not cover damaged food either. Then she tells me it is PC Richards policy not to reimburse for food when I reminded her the item was delivered not working why would I put a warranty claim or manufacturers claim in. Then she offered $100 instead of the $220 I itemized some of the food to have cost because I didn't have actual receipts just a food list with pictures. I informed [redacted] I can get her receipts since I purchase a lot of it at [redacted] they will have records of the purchases made during that time after to replace the damaged food. I also explained to her the list I sent her was only of the food that could be seen in the pictures and that the receipts of everything that had to be thrown would total to more. SHe remained at the $100 repeating they do not reimburse for food but will give me the$100 as a courtesy. After reviewing the consumer affairs website I declined there offer as I am within my rights to request PC Richards reimburse me for my damaged food which I informed [redacted] of. I also spoke with her [redacted] and informed her of that is stated on the consumer affairs website and was still only offered $100 and told they do not care what consumer affairs says.Desired Settlement: I will collect my receipts and what the total of the food was I want reimbursed.

Business

Response:

Tell us why here...We do not have any food loss policy. Many years ago if you had an extended warranty with us and we did not service the unit in question within 48 hours and food was lost we would reimburse that food loss up to $100.00. We do not have that policy anymore but [redacted] (one of our [redacted]s) as a courtsey still offered that $100.00 food loss to this customer. The refrigerator in question was delivered 12/*/14 and exchanged on 12/*/14. We are not aware if [redacted] (who is the manufacturer) of the refrigerator in question has any food loss program for products that are delivered and fail to function. We suggest that this customer contact [redacted] again to see if she will revise her offer but technically and legally we are not responsible for food loss as is now stated on our contracts.

Consumer

Response:

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 excuse that PC Richards does not have a legal responsibility for loss food as stead in their contracts DOES NOT pertain to my complaint. I am NOT in a contract with them This was the first excuse [redacted] gave me when I requested reimbursement. I explained to [redacted] that I am NOT under contract with them which she learned to be true when she looked at my account. If the employee responding to the complaint actually bothered to look at my account they would have seen I am not in any contract with them so that would not apply. As I stated in my complaint, per consumer affairs I am entitled to reimbursement for my damaged food.

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

Sincerely,

Business

Response:

Tell us why here...The fact remains that we do not have a food loss program or provisions for any reimbursement of food loss. The $100.00 offered was only done by [redacted] as a courtesy. If customer is insisting on the $220.00 she should contact [redacted]'s [redacted] at [redacted] or call her at ###-###-#### rgarding this issue. As per [redacted] she believes that this customer may have already spoken with [redacted]. She was not sure about that.

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 already spoke with the woman named [redacted]. There are consumer protection laws and I know my rights. I will now file a small claims case and I have already filed a complaint with consumer affairs.

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

Sincerely,

Review: I purchased a GE washing machine in October 2014. From the first month forward the machine was defective and did not properly drain the clothing properly. This situation is still ongoing and I have had a repairman here 5X. I had to leave work early and lose money. The machine is still not working. I have complied with every demand of ** and PC Richards. Please help me with this issue. Greatly appreciated!Desired Settlement: New machine to do a proper wash.

Business

Response:

Tell us why here...Customer is scheduled for an exchange for a new washer on 4/**/15. They have reselected and are now going with a Samsung washer.

Review: We bought a new Whirlpool refrigerator from PC Richards. Online. The refrigerator was delivered to our house. This was to replace a refrigerator in our garage which had been there for 10 years. The refrigerator stopped working in 10 days. We lost over $200 worth of food. It took PC Richards 4 days to send a tech. The tech came and told us that the frig was not made to be in a garage. Even though he fixed it, it could happen again. I called customer service to ask for this unit to be exchanged for a unit which could withstand being in a garage as our previous unit had been there for 10 years with no issue.

The rep (Toniesha) refused, saying that the tech's report only says that there was an 'overload' and that the 'relay' was fixed and had nothing to do with the temperature in the garage.

She wanted me to duke it out with Whirlpool. The reason we went to a big vendor like PC Richards is because they have more clout with Whirlpool than we do. ( I once had an issue for a frig in my office. Whirlpool would not listen to us and [redacted] replaced it with no issues and it was 3 months old!!)

This is not acceptable. The Frig stopped working within 10 days of coming home, we lost $200 worth of food and the factory trained tech from PC Richards came and told us that this was not going to work in the garage. What confidence do we have to leave food in there again??Desired Settlement: I would like the refrigerator taken back and either refunded my money so I can buy it from [redacted] or to be exchanged for a refrigerator which is 'garage ready.'

Business

Response:

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

Review: I purchased a Magic Bullet on a PC Richards credit call because they told me that I have 1 year to pay for it before any interest incurred. I told the salesperosn to make sure because I did not want to be charge any interest if I did not have a year to pay for it. I went ahead and purchased the product based on the salesperson's instruction. thought I had a year to pay for it only to see a bill arrive saying that I incurred interest for not paying. I told them that I was not going to pay for the interest because of what I was told in the store. I paid off the balance of what I owe for the product before the year is out yet PC Richar and the credit card company that they are involve with double the price of what I paid for the product in late charges and interest. They have done false advertisiing by getting me to purchase the product under the basis that I had a year to pay for it, which was not truthful. I therefore, refused to pay the late charges and interest because I had a year to pay for the product and I pay for it well within the time limit.Desired Settlement: I want my bill to reflect that I paid for the product and that I owed nothing plus for them to take my name of the credit bureau and collection agency.

Business

Response:

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

Review: 06/**/13 purchased GE range plus 10 years warranty through PC Richard

After a year oven has been not working properly. After few visit from GE tech they basically they are not gonna come to fix it because it's nothing wrong with it. So I paid in 2013 $320.99 for extended warranty which I can't use it.Desired Settlement: ge refusing to come to fix oven because there is nothing else can be done

Business

Response:

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

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

Business

Response:

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

Review: On January **, 2016, at 7:18 pm, we purchased a 60" Samsung 4k Ultra High Definition Smart LED TV, Model # [redacted], along with PC Richard's extended service warranty plan, from their Newington, CT location. We installed the television the following afternoon, and after just an hour and a half of use, a big red line appeared through the screen.

We immediately called the store where the purchase was made and spoke with store associate, Megan, who assured us they would rectify the situation and replace our tv with a brand new one. Megan told us they reserved us one of the four exact televisions they were expecting with the Tuesday, January ** delivery.

On January **, we called the store to verify the tv would if fact be in stock, as we live over 30 minutes away. We were then informed that it had not be delivered and their were no more in stock. Instead of replacing it with something comparable to what we purchased, we could accept a different brand, lesser quality television valued at the sale price of the tv we originally purchased, even after expressing our desire to stay with Samsung as manufacturer. If we wanted the next model available, as they failed to receive/hold the television we were assured they would, we would have to pay an additional $2-300.

We have made calls to the store directly, as well as to their corporate office. We are now being told that PC Richard will send technician to attempt to diagnose/ repair the television on January **. They have been unable to give an estimated time frame for their arrival, which means we will have to take the day off and lose income. Not to mention having to spend over 2 hours on the phone with PC RICHARD & SON, with still no resolution.

We purchased a defective product from PC Richard & Son, and purchased their added protection service/ warranty insurance plan-- neither of which is the company willing to honor, on a product that failed less than 24 hours after purchase, and with less than 2 hours of use on it.Desired Settlement: For PC RICHARD & SON to honor their sale and customer agreement, and replace their defective product with a comparable product, same brand, same resolution, same features and screen size. Compensation should also be made for lost wages, added travel expenses, and aggravation.

Business

Response:

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

Review: 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 [redacted] 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 [redacted] 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:

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. Thank you so much for helping me resolve this matter!

Sincerely,

Review: 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 [redacted] 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 [redacted] 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 [redacted] who was the actual installer. Since we were waiting for the call from the [redacted] 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 [redacted].

From that point forward we worked with [redacted] 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 [redacted] 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 [redacted] 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 [redacted].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 [redacted] at [redacted] or call him at ###-###-#### and he will be able to assist them in resolving this damage claim.

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:

After reviewing the subject claim with [redacted], we have understood that the sub-contactor ([redacted]) 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 [redacted] and I agreed to put this Revdex.com claim in a holding pattern until we hear back from the insurance company.

In order for the Revdex.com 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:

I have reviewed the response made by the business in reference to complaint ID [redacted] 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,

Review: Recently I discovered that the television set I purchased, along with an additional cost of the extended warranty, at the P.C.Richard & Son in [redacted] was defective. I addressed the issues with their representatives in depth on several occasions.

Briefly, the following is what happened.

I found the panel of the flat panel television set warping severely. The glass screen detached from the back panel with the gap measuring up to 1/4”. Along the right side of the panel, the glass almost separated completely from top to bottom. I reported the problem to the P.C. Richard service department and asked for service under the warranty.

On September ** 2014, their technician came to examine the television and noted the panel warping and the detachment. He submitted a report with the findings. He gave me a copy of his report.

On September ** 2014, I followed up with P.C.Richard service department and was told they would not honor the warranty for several different reasons. Some of the reasons were:

“Warranty won’t cover it because we can’t repair it.” (by [redacted].)

“A plastic problem”

“A screen issue”

“Cosmetic issue” (by [redacted].)

“Physical damage” (by [redacted]

On September **, I requested a copy of the technician’s report and documents he submitted from the September ** visit. I received a different report from service [redacted] post dated back to September **. The report was now different from original technician report.

I contacted P.C.Richard’s [redacted] in writing early October 2014. On October ** 2014, I received a call from [redacted] from ###-###-#### and he insisted again that warranty is void because it was physical damage but he would help out by offering $963.00 store credit while comparable television being sold at $1100.00 + tax at P.C.Richard.

I want what is due to me according to their warranty agreement. P.C.Richard representatives distorted the facts and are denying reasonable coverage.

Please help.

Thanks

[redacted]Desired Settlement: $1177.00 in store credit (price of comparable model) or $963.00 in cash refund

Business

Response:

This issue will have to be resolved between this customer and our New Jersey service [redacted]. His e mail address is [redacted] and [redacted] has also been forwarded a letter of complaint from this customer that he sent to [redacted] ([redacted] & [redacted]) of our company on 10/*/14. Unfortunately, this may in fact be a cosmetice issue as per the original techs report which states "TV works OK. Elect is OK Frame is bent. Frame problems". So, that is basically the same report that this customer received from [redacted] but perhaps they can work something out. Our extended warranty does state that cosmetic issues or physical damages are not covered the TV is working according to the techs report.

Consumer

Response:

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]

[redacted] is the person I originally talked to and he is the same person who sent me the altered technician report. There is no reason I would trust him. On October **, 2014, [redacted] from ###-###-#### said that if he wasn't able to order parts for my television, he would exchange my television with a comparable one. On October **, 2014, he recanted his own words, and now refused to exchange but offered a supposedly courtesy store credit for half of the price what it should be. My television is warping causing the glass screen to be detached from the back. The Panel is separating into 2 pieces. P.C. Richard servicing technician said he wouldn't even operate my television for any diagnostic because warping is so severe. It is NOT the screen problem, plastic problem, cosmetic problem, physical damage or any various claims the P.C. Richard staff claimed at different times to deny coverage. IT IS A MANUFACTURER DEFECT. IT IS A MATERIAL DEFECT that supposed to be covered under the extended warranty that I purchased. P.C. Richard and their technician knew it was a manufacturer defect which is why they said they were asking Sony to take it back. When Sony wouldn't take it back, P.C.Richard service department labeled the problem as problems that wouldn't be covered. I trusted P.C. Richard and purchased the extended warranty. I hope that they WILL stand by their motto; Honesty, Integrity and Reliability.

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

Sincerely,

Business

Response:

From the phots taken and the information received it has been determined that this is not material defct it is physical damage caused by external forces. Corporate has reviewed the complain and did assign [redacted] to this matter and [redacted] has offered this customer a $900.00 store credit to reselect a new TV and also has given the customer different model numbers of TVs that they can purchase with that credit with no money out of pocket to them. This offer was made as a courtesy and not because any of this defect is covered by any warranty including Sony's. We suggest that the customer contact [redacted] at [redacted] and take him up at the offer he has given them because that is all we are going to offer at this time. They can also reach [redacted] at ###-###-#### if they wish to speak to him by telephone.

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

Business

Response:

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

Consumer

Response:

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 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 [redacted]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.

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

Business

Response:

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

Review: Came in for A LAYAWAY AND WAS OFFERED PC RICHARDS credit card... TV purchased for $1000 1.5YR ago after almost paid off credit company stating new balance $1200 today. Unfair business practices at both ** PC Richards and [redacted].Desired Settlement: Billing Adjustment, fix credit report and allow new credit line for purchase of school electronic items.

Business

Response:

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

Review: On February *, 2016, I ordered a Samsung dryer. It failed to work Saturday, February *, 2016. I contacted PC Richard & Son customer service. A technician was dispatched on February *. Technician determined relay issue from bad circuit board. Technician ordered replacement circuit board. Technician was scheduled to replace part on Tuesday, February **. Technician cancelled due to weather. The weather is mild with temperature in the 50s.

I have been left with a defective appliance and have experienced extremely poor customer service. There has been no intention to assist or resolve this significant issue.

I refuse to pay for defective appliance. Confidence is lost, reliability is shattered, reputation tarnished. I will not pay for appliance that does not work and servicing new appliances indicate poor future reliability of product.

Therefore, it is my intent to have PC Richard & Son remove defective appliances and reverse charges. Manager at PC Richard & Son refused to resolve complaint by acquiescing request to remove appliances from premises and reverse charges.

As a result of my extremely negative experience with PC Richard & Son and management's lack of cooperation to resolve matter I have no recourse but to proceed with filing complaint with Revdex.com and exercise my right under the law as a consumer to refuse to pay for defective appliances purchased from an unreliable retailer, in this case, PC Richard & Son whose products are defective and do not function and are not reliable.

Manager at PC Richard & Son had been made of aware of dissatisfaction over product and service by direct call. Consequently, PC Richard support had been made aware of my decision not to pay for defective appliance and to remove them from premises by email. No response from email. Email was ignored.

In addition, technicians scheduled cancelled due to weather conditions, which are in 50s, drizzle and no winds. Buying from PC Richard & Son has become a nightmare buying an appliance that does not work.

Manager at PC Richard & Son had been made aware of my decision not to pay for defective appliances and to reverse charges and remove defective appliances from premises by direct call. Manager refused to acquiesce request to resolve complaint.

Therefore, I have no recourse but to file formal complaint with Revdex.com because PC Richard & Son’s poor customer service and unreliable appliances. Manager was uncooperative.Desired Settlement: Immediate removal of dryer from premises and reverse charge

Business

Response:

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

Review: My Samsung Refrigerator stopped working 6 weeks ago and these people won't send anybody to repair it. Even though I purchased an extended warranty for 10 years. 3 weeks ago a technician came over to try to fix it, removed the back cover and said that he needed a special tool to do the work. This technician instructed me to call the main office to schedule an appointment. After this, I scheduled 3 appointments which they never attended to, not even a phone call to let me know that they won't come. I waited for these guys for 3 entire days, from 9 am to 6 pm. Every time I called this number ###-###-#### to ask them if they coming or not, they would say that they were on their way here. They never came. On Monday 02/**/16 I called them back and requested to speak with a supervisor and a male person named Joe said there was no need for that. I begged him to send somebody to repair my fridge. I even told them that I had 2 kids. After failing to show up for 3 times, somebody finally came in yesterday and worked for 15 minutes on the fridge. According to this technician the fridge was repaired, so, I went to the supermarket and bought $350 worth of food. Today, my fridge is leaking water all over my wood floor and blowing hot air. I called ###-###-#### to let them know about my problem and I was told that they are going to see if they can send somebody tomorrow.. Is this fear..?Desired Settlement: If these people are going to take another 7 weeks to try to repair this appliance or are not going to repair it at all. I'm requesting a new one or my money back.

Business

Response:

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

I was lucky enough to have a friend recommend that I go to PC Richards in [redacted] for my appliances I was treated like Royalty and although I was asking a lot of questions my sales person was very knowledgeable and was so patient I would recommend this store to all my friends you are treated with the same high level of courtesy whether you are making a small purchase or a very large one I only wish I could give this store 10 stars

I have bought a brand new ** refrigirator in July 2013. This has died ten days ago. Their technician came and told us both the compressor and mother board failed. Ever since, I have not gotten a definite answer yet as when and how they are going to take care of it. I had to literally chase them to get an answer. Their service really is bad. This is summer and I am without a refrigirator. They hAVE NOT EXPEDITED THE SERVICE EVEN AFTER I TOLD THEM ABOUT THE SITUATION. tHEY EXPECT ME TO HAVE A SECOND REFRIGIRATOR. WOULD THEY TAKE THE SAME ATTITUDE IF I AM LATE IN MY PAYMENT?

Review: 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 [redacted] so that they can now contact the manager at the Forest Hills store and he will process the exchange for them.

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 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 [redacted] 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 [redacted] never called me so I called him. He tells me that someone will come out on Tuesday 7/**. As he was talking to me [redacted] 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 [redacted] and this customer is scheduled for Wednesday 7/** to have that repair completed and [redacted] 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:

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,