P.C. Richard & Son Inc.

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

Business

Response:

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

Consumer

Response:

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,

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

Review: On Sunday April **, 2015, at the PC Richards (PCR) store, [redacted] location, I purchased a new [redacted] Ventless Dryer (Model WDT40, Serial # [redacted]), and a matching [redacted] Washing Machine (Serial # [redacted]), along with a 10 year warranty plan.

On Tuesday April **, 2015, PCR installation crew installed new washer & dryer. Initially the installation crew removed our existing [redacted] washer/dryer units (that we had for 10 years). Then the installation crew replaced the existing dryer venting exhaust unit attached to the inner and outside wall of the house. However when they installed the dryer on top of the washer and then attempted to connect the dryer unit to the new exhaust vent, everyone learned that the dryer unit purchased was a "ventless" self-contained unit (not even the salesperson knowing that such a device existed upon purchase).

That night I did my first load of laundry, and after I transferred wet laundry to the dryer and started the dryer cycle, water began to stream/drip/pour down from stacked dryer onto stacking unit/slide-out shelf tray, onto base unit washing machine. This continued with a few more repeated uses of the dryer. In addition the Check Drain light on the dryer unit would light up.

I followed the instruction manual to try to eliminate the "Check Drain" issue, but the problems continued with each use of the dryer.

I called PCR customer service to complain, and seek a remedy, and a few days later PCR sent a second installation crew to check the first crews' work. The 2nd crew said the first crew installed the units correctly and could not find an issue, and said we should continue to use the units. And the dryer continued to expel water onto the units below it and onto the floor.

Further complaints to PCR customer service led to a local [redacted] authorized service repairman to visit and inspect the units.

On Saturday May **, 2015, after explaining the problems to the [redacted] service man, he proceeded to remove the "Heat Exchanger" unit, turned on the dryer, poured water into the dryer unit, and watched as water dripped down from the unit onto the shelf and washer below that. He removed the shelf unit and repeated pouring water into the empty heat exchanger cavity and watched as water poured down from under the dryer and onto the washer unit and onto the floor.

The service man tried to rebalance the dryer on top of the washer saying that it was not level (thus allowing water to drip/pour from the dryer). In the meantime, the repairman said that PCR should replace the shelf unit as it was warped and damaged by exposure to the water.

When the service man had the units balanced he ran more water into the unit and nothing spilled out. So he put the heat exchanger back in place, said it was fixed and that we could use the dryer again. Then he went to his truck to go to another appointment.

Almost immediately upon using the dryer, with a new load of wet laundry, the dryer began to expel water onto everything below it. I caught the service man before he could drive away and told him it was still having the same problem and that the Check Drain light was on again. The service man said we should continue to use the dryer and call his company (Peak Appliance) on Monday May **, 2015, to update him on how it was performing.

I immediately called PCR customer service again, explained, and the PCR rep said they would call Peak Appliance & [redacted]. When PCR hung up on me, I called [redacted] directly, and explained, and the [redacted] rep told me that Peak notified them that the dryer needed a new pump to replace the existing pump.

So my main complaint is that since the dryer unit is brand new, why should it already need to have parts replaced? Shouldn't PCR and/or [redacted] replace the entire dryer unit with a unit that works, and one that is installed properly? (Yes, I purchased a 10 year warranty, but it makes no sense that the brand new unit purchased should need repairs immediately after installation.)

My second complaint is that all the water that has leaked out of the dryer has poured down onto the shelf unit (damaging that and requiring it to need replacing), and that the water is also pouring down onto the washer unit beneath both units.

While the washer tub is waterproof and meant to keep water inside the drum, there is no reason to believe that the washing machine body itself is water-tight. So any water that dripped/flowed onto the washer could have gotten inside the unit and have made contact with the inner workings (electrical/mechanical) of the washer and could lead to a breakdown/repairs much sooner than it would have required if the washer had remained unviolated.

We filed a report with [redacted] via Certified Mail, Return Receipt Requested (directed to BSH Home Appliances Corporation, Attn. [redacted] (###-###-####), [redacted]. Tel.: ###-###-####, Fax: ###-###-####.) explaining much the same thing explained here, and requesting the same remedy(ies).

At present a PCR customer representative has told us that [redacted] will only authorize a replacement of the dryer pump unit.Desired Settlement: Reasonably, I seek to have the entire dryer (presumably defective) & washer (presumably damaged by water) units replaced (as well as the water-damaged slide out shelf unit), or in the extreme, a full refund authorized for all units.

In the event an exchange is authorized, I would also request that the replacement dryer be a "vented exhaust" model, instead of the ventless model originally received.

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

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

Business

Response:

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

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

Business

Response:

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

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

Business

Response:

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

Review: I purchased a General Electric slide in electric range, Model JS750DFWW on 2.**.2014. The new range was installed on 2.**.2014 against code and safety warning. When I questioned the installer about these, he proclaimed that he is the best installer P.C. Richard & Son has, in this area and that he has always installed ranges exactly the same as mine, without the Anti-Tip Bracket (in fact, he removed and discarded the existing one) and with only one support front leg, sitting less than 1/8" on top of a cut out in a tile, specifically made for these supports. The right front support leg was not touching the floor and neither were both of the back supports. In addition, the back of the stove, was approximately 1/2" above the counter.I went to the store, to make arrangements for a proper installation, explaining the issues. An [redacted] actually walked away, in the middle of the conversation, claiming that it was impossible to install a range as I was describing the way mine was. However, the salesman I purchased the range from, based on his 'guarantee' that since the new range was same brand and style as my old one, there will not be any issues and the range will fit exactly, was sent to my home to take photos of the install issues and clear violations of safety. A re-install date was set up.The same installer was sent to my home to make corrections. By this time, 7 days after the initial install, the left front leg has slipped off the tile and thus the stove had somewhat settled and shifted. This time, the installer removed the two front support/adjustment legs, rather than employing them as they are meant to serve and proclaimed the Anti-Tip bracket is not necessary and refused to do anything further.As of today, the stove does not have the Anti-Tip bracket, no front support/adjustment legs and the back legs are up in the air. The entire stove is supported by less than 1/2" by the counter top on the left and right side only.Desired Settlement: If P.C. Richard & Son is not capable of providing a safe and up to code installation of the new stove, I want them to remove it and refund the purchase price, including Extended 10year Protection Plan.Also, I would urge Revdex.com to investigate, just how many consumers are dealing with a potentially dangerous stove installation, simply because an installer 'knows better' and clearly this practice is approved by P.C. Richard & Son.

Business

Response:

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

Consumer

Response:

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:

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

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

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

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

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

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

Sincerely,

Business

Response:

Confirmed for Tuesday, May [redacted] with installers to disconnect.

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.

Hello [redacted]!

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

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

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

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

Thank you again,

Sincerely,

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

Business

Response:

Customer posted the same complaint on Facebook and it will be addressed by [redacted]. She will be in touch with the customer today to resolve this issue. Customer can also reach out to her at [redacted]

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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. I want to add that [redacted] is very polite and outstanding and my faith in PC Richards has been restored. PC Richards has more than satisfactorily resolved this issue. I highly recommend this store.

Sincerely,

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

I am forwarding a copy of this letter to several local t.v. stations that handle situations like this.

sincerely,

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

Business

Response:

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

Business

Response:

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

Consumer

Response:

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.

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

sincerely,

Review: I purchased a 51" [redacted] Plasma TV with a 5 year warranty in July 2011 - I am aware that an physical damage or burn in is not covered by the warranty. Upon viewing the TV June 2015 I noticed a crack appear in the lower left hand screen. I went to PC Richards the next day and made an appointment. The service person came out June [redacted], took pictures of the TV and said that the crack could be from physical damage, even though there is no crack from the outside, and that it would not be covered. I tried following up with PC Richards to explain that the damage is not from physical damage, and was told that it was and they were not covering it.

I have looked up this issue and it is a large issue specifically with this size and model of TV, per the internet [redacted] is also aware of this issue, however, I have a contract with PC Richards not [redacted] and they are not honoring it, this crack is not from physical damage, and a quick search on the intranet will show this is a problem with this tv - which they offered a warranty on.Desired Settlement: A want either a fixed or replaced TV per the terms of the warranty.

Business

Response:

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

Review: On July [redacted] I purchased a Frigidaire Washer/Dryer Combo (Model FFLE2022MW). The purchase price on my receipt is $1,149.98. During the sale I asked my salesman, [redacted], if there was anything else he could do with the price. He said that hed speak with his manager to see if he could take the $129.99 charge for the 3 year extended service protection plan off the selling price. When he got back and said he would be able to do that for me and I was satisfied with that decision. Well, when I got home I took a look at my receipt and the credit was never applied. I called [redacted] back immediately and told him what happened. He said that he was fixing it and he even repeated the amount back to me of what the receipt should have read for the selling price - $1,019.99. I asked if I could stop by and pick up a new receipt and he said that it wouldnt be necessary. Two days ago I received my first statement from the financing company and low and behold, they only credited me for $53.30. Where that amount came from, God only knows?? I called [redacted] at least 3 times already regarding this issue, but he hasnt had the courtesy to call me back. I also spoke with two managers there, [redacted] and [redacted], and they were of no help either. [redacted] did say that when [redacted] came back into the store (from wherever he was I dont know) theyd both give me a call back. Well that was last night and I havent heard a thing. I called [redacted] again this morning and Im still waiting.I find this to be inexcusable customer service and because of this instance I will never do business with P. C. Richard & Sons again. And Im starting to think that somethings not right if theyre not willing to call me back to settle this.Desired Settlement: Refund of $76.49 + tax applied to my bill.

Business

Response:

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

Consumer

Response:

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:

July **, 2013

Didn’t they read my letter – I have tried contacting the store 4 times now and haven’t had a response.

I was told that they were going to take the $129.99 OFF the sale price as an additional reduction, but that never happened! I only received an adjustment of $53.50.

What is so difficult to understand is beyond me. Someone from the corporate office has to contact these people and resolve this matter.

I’m not calling the store directly and I’d appreciate someone from your customer service office contact me at ###-###-#### asap.

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

Sincerely,

Business

Response:

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

Consumer

Response:

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,

Terrible customer service..does not call back. Promises to return phone calls that never come. Does not stand behind their service. I would never buy from them again

I BUY REFRIGERATOR MODEL FFTH1821QS0 ON 03/**/2015, I HAVE FOR ONLY 3 DAYS AND IS LEAKING WATER INSIDE,VERY DISAPPOINTED

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

Business

Response:

Tell us why here...To the best of my knowledge, there are not any washing machines that will clean waterproof garments. As for the letter sent to our president in June, it is very unusual that they would not have received any response since all letters received are assigved to someone to answer. This customer should re send a copy of that letter to [redacted] as she is the executive assistant to Gregg R[redacted], to see if she can assist them in any way regarding 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 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 response is telling me to re-send a copy of my letter via email to the President's executive assistant to see if she can resolve the issue which is not resolving the issue. As requested in the business response, I sent an email to the executive assistant at [redacted] today, Thursday, September **, 2015. Below please find a copy of the email sent.Dear [redacted],I submitted a complaint to the Revdex.com ("Revdex.com") on September *, 2015 regarding a washing machine I purchased back in April of this year and a response was sent to me today, September 10, 2015 from P.C. R[redacted] via the Revdex.com email response. The response stated that I should re-send you a copy of my letter previously sent to the attention of Mr. Gregg R[redacted] back on June [redacted] 2015 (please see attached along with a photo of what I have been experiencing when washing clothing). The response also stated:I should have received a response from P.C. R[redacted]'s corporate department which I did not, hence why I submitted a complaint to the Revdex.com; and To their knowledge, there are no HE washing machines available on the market that handles waterproof clothing which is incorrect. There is one in which P.C. R[redacted] currently sells.All I want is a quick resolution to this issue and as stated in my letter and please advise.Regards,[redacted]

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

Sincerely,

Business

Response:

Tell us why here...[redacted] will contact the customer as soon as she receives the e mail.

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: we purchased a wall oven and an extended service from PC Richard. The wall oven stopped heating and I called the ###-###-#### number from our extended service protection agreement A date of Saturday September 6 between 8AM – noon was set up. We were to receive a call on our home phone a half hour prior to the service person coming over. I called the number halfway thru that morning to discover that the appointment had been changed to September **, unbeknownst to us and without our consent. Today, I am home between 8AM and noon and GE service blew me off again. I called ###-###-#### right after 12 and spoke to [redacted],.She said she would look into it and call me back. She has not.. I call ###-###-####, the PC Richard corporate office and spoke to [redacted] who advised me that an another appointment was set up had already been set up for Tuesday September ** between 8AM and noon. This was ONCE AGAIN without my knowledge or without my consent. She would not help me any further feeling that since another appointment had been set up, my problem was “FIXED”. This was not acceptable to me, so [redacted] has now passed me off to “[redacted]” a [redacted], who I could not speak too, but she said he would call me back on my home phone today to attempt to resolve this problem. I have not heard back yet from [redacted]. How can I purchase not only an appliance but an extended warranty, and be blown off not once but twice by a service person. How can PC Richard feel that just making another appointment for me, (without my knowledge I might add) resolve this inexcusable customer service.Desired Settlement: I need someone at PC Richard take responsibility for repairing my appliance. Making 2 repair appointments where no service person shows and then "fixing" it by just making a third is not acceptable. I expect PC Richards to ensure that their repair person shows up when the appointment is made. No one at PC Richard is willing to stand by their extended service agreements or ensure that my appliance will actually be repaired. This is intolerable when their advertisement says "Richard is reliable". I require a reliable person to come and repair my appliance and I require PC Richard to actually do what their extended service protection agreement says it will do which I purchased from PC Richard. I do not want a person sitting at a computer make an appointment as they do not take responsibility when the person does not show. I want a person to take responsibility to actual speak to me and set an appointment and ensure that the service person comes at that time and repairs my appliance. I have waited on 2 days between 8AM and noon and no one show. I require PC Richard to make up for my wasted time due to their poor customer service and not supplying what they promised me

Business

Response:

Customer will be contacted by [redacted] (one of our [redacted]s) who has been made aware of the problem and is contacting [redacted] dispatch to see why these calls have been cancelled. These calls were sent to [redacted] service since they prefer to service their own products but if that is the way they are handling our customers maybe the customer should ask [redacted] once he gets back to them to have our own techs run this service call.

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] did call and I set up an apt for after 1:30PM today on Wednesday, as I had to take another day off work to get my appliance repaired. I received a call at 9:20 AM this morning, it was a robo call to say I was next in line and a repair person would be at my house in half an hour!!!!!!!!! I have an email from [redacted] confirming my repair appt after 1:30 PM today, so why and how was that changed to now!!!!!!!! I don't know if the incompetence is on PC JRJichards part or **'s but the unprofessionalism the incompetence etc etc etc is inexcusable. I took the afternoon off work today and I expect a ** repair person to be at my house this afternoon to repair my appliance or PC Richard s and ** are in breach on the contract they have with me in my extended service agreement with them. Their neglect and dereliction of duties are irresponsible etc etc etc

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

Sincerely,

%

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 not accepting the solution for 2 reasons:

1) I do not wish to close this out as I will not be satisfied until my appliance is repaired or replaced, and I have received many promises and this has not happened yet. If I indeed do have a working appliance on Saturday I will be willing to close this case out.

2) I wish to inform PC Richard that their ** service person made me believe that he had fixed my appliance, it would have been beneficial to their customer that instead of pretending he had fixed it to inform me that in fact he was unable to and that other arrangements would have to be made. Considering the circumstances already surrounding this repair it was negligent on the part of the ** service person not to keep me, the customer informed. I wish to speak to someone in authority at ** and at PC Richard's to express my dissatisfaction with their policy to keep the customer in the dark, especially with the difficulties already incurred for me, their customer, with this repair. Please request from ** and from PC Richard, who I should speak to, and a phone number so I may call them. Thank you

?

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

Sincerely,

Business

Response:

That seems to be a resonable request. The number she can call at [redacted] to esculate this problem is ###-###-#### and take option number 5. At PC Richard, she already has the number for [redacted] and as a [redacted] he is able to make any decision that is necessary to resolve any service issue.

Review: I purchase Washer and dryer 8//2013

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

Business

Response:

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

Consumer

Response:

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:

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

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

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

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

THANKING YOU IN ADVANCE

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

PLEASE POST THIS ON THE WEB Revdex.com

DRYER GAS

Model [redacted]

Seria[redacted]

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

Sincerely,

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:

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

[redacted] pc Richard telling me I don't have warranty

[redacted]

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

Sincerely,

Business

Response:

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

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

Business

Response:

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

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

Please help me to resolve this issue ...I just want my money back not a store credit ...I NEED A FREEZER NOT STORE CREDIT

Business

Response:

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

Consumer

Response:

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]

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

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

Sincerely,

Business

Response:

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

Consumer

Response:

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,

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

Review: I placed an order for [redacted] inches Vizio HDTV on December [redacted]. My order number is [redacted].

I received the TV on Friday, December 13, but after opening it, realized it was much bigger than I expected, and was in fact too big for my bedroom.

I packed the TV back up and contacted PC Richard on Monday, December 16 to request a return. I was however told I could not receive a return because the TV, which cost $699.00, was over 50 inches.

I am highly upset. Why? Because on the link to the product page for the TV, there is ZERO mention that this sale would be final, or there would be no refunds offered.

I'm even willing to cover the shipping costs to my home since I received free shipping in other to return this TV. I was also willing to exchange it for a smaller 50" model of the same brand (Vizio). They however do not carry it.

I find it highly unethical that a company of this size and magnitude would not offer a return on such a high priced item. Even more unethical that they wouldn't indicate on the product page (link is below) that this sale was final.

I am writing because I still want to return this TV for a refund. I will be shipping it back on my own cost. I am also willing to cover the cost for the shipment to my home.

[redacted]Desired Settlement: I would like to ship back the TV (while the box has been open, it's still in new condition) back to PC Richard.

And be issued a full refund minus the cost to ship it to me (this will be verified through the shipping company).

Business

Response:

Please contact our Internet Sales manager at [redacted] and he will be able to assist you in getting this matter resolved.

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

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

Sincerely,

Business

Response:

As per the notes on our system from [redacted] on the customers invoice [redacted], we are accepting the TV in question back and he will be issuing a refund.

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

Business

Response:

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

Business

Response:

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

Consumer

Response:

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

Business

Response:

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

Consumer

Response:

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

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

Sincerely,

Business

Response:

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