P.C. Richard & Son Inc.

Review: We bought a [redacted] floor model oven on October *, 2012. I contacted PC Richard's service department in April to inform them that I needed to have the wall oven serviced because it completely died and stop working. So, we shut off the power to the oven and waited to have it serviced. I purchased a 5 year extended warranty on the product. PC Richards sent out a [redacted] who diagnosed the oven on April **, 2015. The tech [redacted] sent out parts that needed repair. He notified me at that time that he would be coming on Monday, May [redacted] to service the oven. I got a call Monday from GE stating that "It is a two man job, and that one tech was sick, and need to reschedule the appointment for Thursday, May [redacted]. On May [redacted], I got another call stating the exact same story. I had explained to them that I was handicapped and I have doctors appointments that keep getting canceled, which is not right when they called the night before each appointment to confirm that I would be home. At this point [redacted] told me to call back PC Richards and have their team service the oven. So, on Saturday May [redacted] PC Richards came to my house to service the item with two guys. One who only worked on TV's and the other that worked on the oven. They claimed to put in all the new parts, and told me that the locking system needed to be ordered because the oven turned on, but was in the locking position.They told me to contact PC Richards and tell them to send out a [redacted] to fix this oven. There was nothing they could do. So, again I called PC Richards and told them that the one guy claimed he changed all the parts, but that was not true. The board assembly display part that was ordered from the [redacted] was for a double wall oven (this unit is a single wall oven), and they were trying to get it to fit, and couldn't figure out why there were more parts then normal.

I called PC Richard's again and spoke to a manager named [redacted] who told me that he will order a new board assembly and the locking part, and when the parts come in, they will send their techs out again to fix the oven. I told him that I didn't want the same guy who lied to me and told me that he changed everything to come back to my house.

So, On May ** PC Richards came out to my house again to service the oven. Again it was the same tech who lied and another new partner. They took out the oven again and put the one part in, and when we put on the power to it, the oven wouldn't work at all. At this point I told the guys, do you have anything that would tell if there was electric going to the oven? They went back out to the van, and found out that there was electric, but it was not strong enough. So, they took off the cover of the electric box, and noticed it was burnt. They took pictures and so did I. At this point, they told me there was nothing they could do, because an electrician had to fix the wire which the oven burnt. So, again I contacted PC Richards and told them what had happened and explained to then that this oven could have caused a house fire, and I have four small kids, and handicapped. This was an expensive oven, and I wanted to know what was going to be done at this point.

PC Richards contacted me to tell me that they were issuing me a store credit, and that [redacted] company " Electric Insurance Company would be responsible for the burnt wires, and that they would send someone out to evaluate it. I then notified the insurance company and first spoke to a guy named Steve who told me that I will not be responsible for anything out of pocket, and that he will send the claim over to the right department and that someone will be coming out to look at the oven, and what ever damage is as a result of the oven, I would be getting a check, and needed to hire an electrician to fix the damage. With in 24 hours I got a call from a lady named [redacted] who claims that I need to do all the ground work and send in pictures of the wires, and that I need to get an electrician to come to my house and to send in an estimate and a diagnosis on the oven. A completely different story from the first time.

I again notified PC Richards and they told me that they were not responsible, and at this point both companies are blaming each other.

PC Richard corporate office contacted me, and told me that I could buy another oven, but if it was less then I spent, that I would loss the rest of my money, and if I purchased one more, then I would also need to come up with the extra money. I also would expend all of the service plan, and needed to purchase a new one.

At this point I told them, that being [redacted] company does not want to be responsible, because when they called PC Richards for a diagnose and pictures, the tech couldn't provide that information and told them he never took pictures which again was a lie, they don't want to be responsible, I was done with this company.

This is the second time the tech has lied and I didn't like the service he provided at my house. No one wants to be responsible for the damage, and I'm now going to have to pay out of pocket for an electrician to fix this mess, which could have seriously caused great harm to my family. I have notified PC Richards corporate office and the service department, that this situation is making my condition worse, from the stress. This kitchen was completely redone before we purchased any of the appliances, along with the electric. I purchased this particular oven because it offered racks that pulled out for my handicapped accessible kitchen.Desired Settlement: At this point, being with out an oven for two months, that could have caused a house fire, and the fact that I have lost two holidays at my house, going on three, and no one being responsible for the damage, I'm looking to get a full refund on the complete order, not store credit. With the problems I am having with PC Richards, I do not want to have to buy something again from their store with the credit.

Business

Response:

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

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

Invoice # [redacted]

Thank youDesired Settlement: repair, replacement or money back

Business

Response:

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

Review: On November [redacted] I had four kitchen appliances delivered, two of which came damaged. After speaking with [redacted], the [redacted], we came to an agreement for me to keep the damaged refrigerator. There were 3 parts to our agreement, seeing as there were multiple areas of damage on the refrigerator. [redacted] honored to parts of the agreement, a warranty and a discount, however I was also to receive a new door in place of the damaged one. I was told he ordered it and would arrive in about 6-8 weeks. In early February I called the store to check on the status and was informed [redacted] was not there and they could not find any order to replace my door. I was then told they would place the order but it would be another 6-8 weeks. It is now mid April and I still have not heard from PC Richards nor have I received my replacement door.Desired Settlement: I would like the replacement door.

Business

Response:

Tell us why here...Customer should contact the [redacted] for the store where the purchase was made. That is [redacted] at [redacted] as he has notes on their invoice that he has in fact ordered a new door and he can follow up to see what the delay is in getting that new door.

Review: I purchased a new [redacted] Dryer and service plan from PC Richard * months ago. About a week and a half ago my dryer started shutting off during the drying cycle and it took a while before we could turn it back on. We called the store and they sent a tech out on Dec.**. He told us it was a loose wire and he fixed it. But, he was going to order the part and call us when the part comes in. On that [redacted]. the [redacted] my dryer stopped working. My husband called the store and spoke to the [redacted] and she told us that no one ordered the part. That the soonest they could have someone out was Dec.**. I called the service department and he told me it was the mother board and they were going to order the part. My wife called back today and no one ordered any part. The tech put on his report that there was a loose wire and he fixed it. Nothing about ordering a part. The soonest they could send someone out was the [redacted]. So, now I've been without a dryer since the [redacted]. We have * people in our house and do 4 loads of laundry every other day. I've been going over a friends house and giving them $10.00 for the electricity I use to dry my clothes. When my wife asked if they could reimburse us for the money she was told they don't do that.Desired Settlement: I would like my dryer fixed right or replaced with a new one as soon as possible.. Also my money reimbursed for the time I have to use my friend's dryer. Also and apology for any and all inconveniences.

Business

Response:

Customer is scheduled for service today 12/**/14. When the tech went out on 12/**/ he attached a loose wire to the control and tested the dryer and it checked ok. Why would he order any parts for a dryer that he just repaired and was working when he left??? We do not reimburse for down time while products are being repaired and at this time the customer is still under the manufacturers warranty not our extended warranty and they do not compensate for down time either. We do apologize that the dryer has failed to operate again and will order parts if needed depending on what our tech finds is wrong with it today.

Consumer

Response:

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 just left and put in a new control board , it works right now so I did not make this all up .There seems to be a serious lack of communication between everyone and no one returns calls even if this is resolved the are some serious problems with customer service and the service dept.

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

Sincerely,

Review: We have had numerous problems with the [redacted] electric oven we purchased from PC Richards. We also purchased their "service" contract for them to repair the oven whenever there are problems. The oven broke permanently around six months ago -- PC Richards has yet to fix the problem despite numerous, numerous requests to do so. Here is the typical way they pretend to address the issue: they said they will send a repairman; the repairman contacts us weeks later and gives us one or two days he is available where we must be in our house for a six-hour window; the repairman comes; he says a part needs to be replaced; they purport to order the part; then we start from step 1 with trying to schedule another appointment.

This has gone on, once again, for over six months. We could not use our oven for Thanksgiving, and it looks like now for Christmas. This is truly outrageous and PC Richards has given us no support at all. There was no point in paying for their service contracts since they do not fix anything. Also, every single repairman and customer service representative has been inexplicably rude.Desired Settlement: I want a full refund for the oven and for them to remove it from my house.

Business

Response:

I do not find any information from the information provided regarding this complaint from this customer but a refund is not an option. Cuctomer should call us at ###-###-#### and have the telephone representative get a supervisor to look into this complaint and if we cannot repair the product in question the supervisor will give the customer a full credit of what they paid us in 2012 to exchange it or to reselect a new one.

Consumer

Response:

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 clearly did not read my review. I have repeatedly called customer service, and we have gone through the same song and dance. Nothing has been done in over six months. This is obviously unacceptable, and why I finally resorted to contacting Revdex.com. I am also stunned to see that a refund for a faulty product is "out of the question" without even learning of the relevant information. I remain hopeful this can be resolved without recourse to the courts.The business may be able to lookup my order with an alternative telephone number of ###-###-####.

In order for the 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:

Obviously repeatedly telling me to call a customer service number that, in turn, does not resolve the broken oven I was sold is not solving my problem. Had calling that [redacted] number worked -- when I first tried it six or so months ago -- I would never have had to file this Revdex.com complaint where, coincidentally, I am getting the same runaround.

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

Sincerely,

Business

Response:

If the oven is deemed unrepairable or uneconomical to repair then we will replace it. If it can be repaired then we must continue with the repair.

Review: My 86 year old grandma was sold a 32 inch smart TV and a samsung sound bar from this PC Richard store. My 64 year old aunt accompanied my grandmother during this purchase. The salesperson, Lionel made the sale to them on Dec **, 2015. Both my grandmother and aunt have no idea what a smart TV does and my grandmother stays in a 1-bedroom small apartment in Ravenwood projects in Astoria by herself. She has no need for a sound bar in such a small apartment. The TV and sound bar was delivered by the company and the delivery people took the boxes away with them after making the delivery. My 86 year old grandma did not realize that if the delivery people took the boxes away, that she would not be able to exchange the TV or/and sound bar.

I'm up visiting my mother and grandma for the holidays from DC. My grandma asked me to exchange the TV and sound bar because it was smaller than what she thought it would be in the apartment and because there was no need for the sound bar. I called the salesperson, Lionel, and spoke with him on Dec **, 2015 about exchanging the TV and sound bar for a more appropriate TV for my 86 year old grandmother. He initially told me that there was nothing that could be done, because of the rules of the company for not accepting returned merchandise without the original packaging. After asking to speak with a manager, Lionel told me that a manager named Nassau would exchange the products for a bigger TV. I asked Lionel would Nassau be in on tomorrow, Dec **, 2015. He said no, but he will be working on Jan *, 2016. I told him I would be up there to exchange the items on Friday, Jan *, 2016. Being that I do not live in New York, I arranged a friend of my grandma to take me up to PC Richards on Steinway to exchange the items on Jan *, 2016. But when I arrived at the store, I was told that Nassau was not there and was not scheduled to work on Jan *, 2016.

Well I then asked for the on-duty store manager manager. Mr. Oli F[redacted]s came to assist me, but told me that he could not do the exchange without talking with the store manager, Mr. John B[redacted]. I asked him to call him and he refused, because it was his day off and it was not an emergency. I explained to Mr. F[redacted]s that I've arranged a person to bring me up here to exchange the items and I had a limited amount of time to get this done for my grandma before I have to get back to DC. He told me to either wait for Nassau to come in on Saturday, Jan *, 2016 or to call Mr. B[redacted], when Mr. B[redacted] is at the store.

I called on Saturday and was told that Nassau would not be in until after 3pm. I left my name and number for him to call me back, but did not receive a call back on Saturday. I called the next day, Sunday, Jan *, 2016 and finally spoke with Nassau and was told that he would accept the TV back, as a courtesy, as long a my grandmother bought another TV at regular price. And he also stated that he would not accept the sound bar back. I told him that my mother have no need for the sound bar and he stated that he could not resale the sound bar. I stated that companies sale items without boxes ('as is' items) all of the time, but he refused to accept the sound bar. He then rudely said that this was his final offer and hung up the phone on me.Desired Settlement: I would like for the PC Richard and Son family owned business to conduct an equal exchange of these two items for an appropriate TV for my grandmother and her vision. I'm not asking for money back. I only want an equal exchange of items, without the stipulation of not being able to exchange with sale items.

I wonder if this family owned business had this happen to one of their senior family members, how would they feel?,

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as long as there is no stipulation on buying items on sale.

Sincerely,

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

Business

Response:

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

Consumer

Response:

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

Business

Response:

Tell us why here...Our techs have not found any problem with this washer but in the interest of satisfying this customers complaint I have placed a return authorization on their invoice [redacted] so that they can now contact the store [redacted] at the store where their purchase was made and he will be able to process an 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 bought a TV from the [redacted] location on Saturday September [redacted] and asked for next day delivery. The delivery guys showed up with the TV and plugged it in so we could check that it worked, which it turned on just fine. So he left. However, the TV was still scrolling through it's initial screen settings and it was only after it had initiated that I noticed the screen burn marks right in the middle of the screen. It was originally unnoticeable because the screen wasn't fully initiated yet. I called the [redacted] location within the hour of delivery and spoke to [redacted], the [redacted] about an exchange. He said that unfortunately he was unable to send the guys back as it was past delivery times and that he would call it in the next day on Monday, and I would be receiving a call from them on Monday to confirm a pick up. After receiving no call on Monday I decided to call them. That was when it was clear that [redacted] did not call in my complaint to headquarters, nor did he even schedule a pick up or review. This is the [redacted]! I called back 3 times to schedule a pick up of the defective television and he kept putting me on hold. Originally I only wanted an exchange for a properly functioning TV. Now I just want a full refund after having revived lies from the top of the food chain. Very untrustworthy.Desired Settlement: I would like a full review of my case and for P.C Richard and Son to accept a the return on the TV and issue a full refund back to my credit card. Again, this is due to their failure to be honest about my case. Had they treated me courteously and not lied, I would have been fine with an exchange.

Business

Response:

Service is going out on 10/*/14 to inspect the TV in question and if it in fact does have burned in images we will authorize an exchange for a new TV.

Consumer

Response:

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]

I no longer wish to do business with PC Richard and Son after their initial promise to have someone come out Tuesday was not honored. This was what [redacted] the [redacted] said to me when I call him Sunday noon, within the hour that I received delivery of the TV. He in fact did not enter in my complaint that same day (Sunday) and I had to call them back again on Monday night, after waiting the entire day to reviece a call for an update.

I want to return the item for a FULL REFUND on my credit card due to poor customer service.

I have no confidence that I will receive a satisfactory TV replacement in a timely manner.

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

Sincerely,

Business

Response:

Looks like the store forgot to refund the installation charges, ($75.13). I will do that now and put a copy in the mail to this customer.

Consumer

Response:

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 for helping me resolve my case. I have received the balance of my refund.

Thank you. You are making a difference and helping people get resolutions.

Best,

Sincerely,

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

Business

Response:

Customer must contact the District [redacted] for that store at [redacted] in order to get their issue 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:

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

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

Sincerely,

Business

Response:

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

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

Business

Response:

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

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

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

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

Sincerely,

Business

Response:

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

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

Business

Response:

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

Consumer

Response:

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

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

In order for the 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:

[Your Answer Here]

The refrigerator is still not working right.

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

Sincerely,

Business

Response:

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

I am a hotelier and I purchase lots of appliances for my hotel rooms from P.C. Richard & Son. On June **, 2015, I purchased 40 Samsung 32" Flat Screen TVs, 2 of which were dented when they were taken out of the packaging. We went to the Wayne, NJ location to exchange the 2 TVs in order to get two new, undamaged ones. The manager, Juan G[redacted], took a look at the damage and blew off the situation. He was rude, had a bad attitude, and was highly unprofessional when it came to helping us. He insisted that the damage was our fault when he has no knowledge of the situation. He bluntly refused to exchange the product and began arguing with me. The TVs are under 30 day return policy and should have been replaced. We are frustrated and angry with the whole situation and the rude treatment that we received at the store. Management must do something about this store manager Juan G[redacted] if they want to stay in business.

Review: We moved into our home in November and purchased all of our kitchen and laundry products from pc Richards. We spent a lot of money on these appliances. On top of that we were talked into getting extended warranties on certain items because if there were any issues they come out right away to take care of them. So, in June, only eight months after we purchased all of our new appliances, our refrigerator went. It is bad enough that our eight month old refrigerator died but then it took three full weeks to get it fixed. I emailed this company prior to coming to this site and received no response. that does not say much about PC Richards. We have two very small children and therefore did our best for awhile to keep things cold with ice but after the first week that was impossible. My son has a medical issue that requires him to drink milk with his medication which was not possible given our situation. We lost over $400 in food and went through a lot of problems due to this ridiculous situation. I feel that pc Richards should at least refund us for the food that was lost. They really should also be responsible for the medical bills and the eating out expenses that we incurred. I hope that this company chooses to do the right thing because as of right now I am a very unhappy customer.Desired Settlement: Refund for loss at a minimum of $400.

Business

Response:

This customer is under the manufacturers warranty until November 2013 as our extended warranty does not kick in until November 2013. They would have to contact the manufacturer at this time to see if they provide for food loss due to service that was needed. Once our extended warranty kicks in our provisions for food loss would only cover up to $100.00 if not serviced within 48 hours of the call being placed and at that time we would require receipts for the food that was lost.

Consumer

Response:

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 purchased the product from PC Richards therefore they should have stood behind the product and work with Kitchenaid to have the problem rectified. The response offered is just PC Richards passing the buck so that they don't have to take responsibility. My family was without a refrigerator for three weeks and had to deal with a lot of issues as a result. I would appreciate them taking responsibility for the products that they sell and send us a refund for our loss.

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

Sincerely,

Business

Response:

We are not "passing the buck". While under the manufacturers warranty the customer must abide by the manufacturers warranty. We will stand behind the product as far as getting service for the product out to the customer but if the manufacturer does not have a food loss program while the product is under their warranty then we cannot be held liable for that. As stated we do have a $100.00 maximum food loss provision under our extended warranty and will reimburse this customer up to that amount if they send a letter to our food loss department with a list of the items that went bad. We will do that as an accomodation even though this customer is not under our extended warranty at this time.

Review: over 2 years ago I perchesed a navigation system. the salesman who in order to make a sale told me that I could get a new nav system after the second year for after time there would no questions asked. so ik payed the 20.00 dollars.I went into the same store and the story was absolutely diferent from the original sales pitch. they said I perchased a warenty wich was the first time that was mentioned. they said my warenty ran out this is a cleaer case of false advertizing.they would not give me the 20.00 dollers backDesired Settlement: give me a new nav system as originaly promised to me

Business

Response:

If customer purchased a replacement contract in April of 2011 at the time of the sale, then it would have expired in April of 2013 as that contract runs from the date of purchase and only if the customer kept the original box and packing for the old unit.

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

Business

Response:

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

Consumer

Response:

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 to Cara and Andrew for helping me and providing a very satisfactory response by replacing my washer and dryer. [redacted]

Review: I moved into my apartment on December **, 2014. I immediately noticed there was a problem with the washer/dryer unit. When I put the clothes on the normal cycle, the washer starts to just spin without putting water into it first. Sometimes it worked appropriately, most of the time it didn't. Therefore, the unit is very tempermental. The first guy that they sent here said he put it on the rinse cycle and it worked fine. He did not understand that the normal cycle was not working the right way. His response was, "It worked for me so it's not my problem." I immediately called pc richards and complained. They said that since there is already an open ticket on it, they will try to send a part to fix it. The dryer door was also not staying shut, so they ordered a part for that. Just yesterday, the same guy came to fix the dryer door and apparently some kind of pump. I tried to do wash today and the clothes on the bottom were soaking wet and smelled of soap, while the clothes on top were dry and still smelled dirty. CLEARLY there is something wrong with this unit.It's still under warranty and this is the third time the guy was here. The unit needs to be replaced. I don't understand why it's so difficult to do that when there have been multiple complaints about this unit. The people who lived in this apartment before us said that they had an issue with it as well. In fact, she said 3 days after it was installed they had to call and get something fixed. She also had something fixed this past May. Finally, when I called this morning, the lady named [redacted], said that there was nothing on record that he came here twice. UNBELIEVABLE!! My water bill was extremely high because I have to wash the clothes multiple times to get them clean. It has been an extreme inconvenience to take off of work and wait for someone to come here just to do nothing! Again, there has been multiple tickets open for this unit, so why don't you just replace it?Desired Settlement: [redacted]We need the washer/dryer unit replaced for one that works APPROPRIATELY!

Would love for you to help us out with our extremely high water bill since we have to wash our clothes multiple times since you didn't fix the machine, but I'm sure that won't happen. A PC Richards credit would be nice.

Business

Response:

Tell us why here...Customer is scheduled for service with a different tech on 1/**/15. If the issue is not resolved at that time we will give the customer credit to exchange this unit for a new one.

Consumer

Response:

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:

This has not been resolved. It has been an ONGOING problem and VERY frustrating. The washer is not draining appropriately. The dryer shuts off after 5 minutes. Sincerely,

Business

Response:

Tell us why here...I have cancelled all future service calls and placed a return authorization on this customers invoice [redacted] so that they now can contact the [redacted] at the store where their purchase was made and he will process the necessary paperwork for the exchange.

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: Bought a laptop at pc richrds. told that if Iook their security thatg I would get rebate. wEll, to get the rebate I first had to find all kinds of codes etc, and mail it in. I and some other people made sure I did the right thing. Then I got a new form and of course they said I didn't. All to me a scam to stop getting the rebate. The form cannot be filled outDesired Settlement: The cost was fifty dollars. I would like a refund as pc richard and this company promised in writing

Business

Response:

This customer can contact [redacted] at [redacted] and he will be able to assist 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: Purchased a whirlpool dryer on 5/**/14- 2 weeks ago I called service because of a loud noise that the dryer made after less then 5 mins being on. On July ** the tech came to the house to state it was fine.! the noise was normal. "the dryer dries the clothes" its fine!. Called service again requesting a [redacted] or head tech to look at the dryer. On July ** the tech came to my house, he states after listening to the dryer for less then 5 min that the dryer needed a new motor! This is a brand new dryer. Less then 90 days old. They are stating they have to order a new motor to be installed. I have called them several times requesting a new dryer. I do not feel that I should have this repaired. There is an issue with this New Dryer. I purchased a new Working dryer. I should have a new Working dryer. The motor is what makes the dryer run..We are not talking about a door handle or a [redacted] Its the motor. I have been given nothing but a run around..It has been several days and this issue has not been resolved.Desired Settlement: I would like a new dryer...not a rebuilt dryer. The motor is the Main part of the dryer..Its like getting a new engine for a car...when the engine goes you get a new car. If they can not give me a new dryer then give me a refund

Business

Response:

If this customer has not already done so, have them call ###-###-#### and have a [redacted] place a return authorization on that dryer so that they can exchange it.

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 Asus brand laptop, model No. X200CA-DB01T, on Black Friday for a Christmas present from the Manalapan store. When it was opened on Christmas the laptop was not working properly. We attempted to return it to PC Richard for a replacement on 1/**/13 but we were told that we could not exchange it, instead it had to be sent out to their service center. I was told by the manager Goodwin that it would take less than a week for the service to be completed, it has now been over a week and I have heard not heard anything. I returned to the store on 1/**/13 to inquire on the status of the laptop and was told it was just given to a tech on 1/**/13 and would take an additional 2-3 business days to run diagnostics. This was a brand new laptop, there is no reason it should have to be sent out for service, it was malfunctioning from the day we took it out of the box. I should of been given a brand new replacement laptop for the malfunction laptop that I purchased not had it serviced. As a long time customer of PC Richard I am extremely unhappy with the service I have experienced and will no longer be a customer of theirs.Desired Settlement: I do not want to do any more business with this company and would like a complete refund of my purchase in the amount of $406.58. I purchased a brand new laptop not a refurbished laptop, and what I am receiving is basically a refurbished laptop. I no longer have trust in any of PC Richard's products or their customer service being that this is not the first time I have experienced malfunctioning products from this company, therefore I would like a complete refund not a serviced laptop or an exchange. I should not have an experience like this when purchasing a new product.

Business

Response:

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