P.C. Richard & Son Inc.

Review: I have a 5 year warranty on a Whirlpool refrigerator which has been leaking water intermittently from underneath the refrigerator over the past few months. I have listened to the warranty department state that they need to send a mechanic who is a specialist in our product over and over. I have voiced my concerns with the warranty company that I would like a replacement refrigerator since a certified appliance technician from both parties (pcrichards and their affiliate company) attempted to fix the leaking refrigerator a total of 4 times without success. In the warranty it states if they cannot fix the issue a replacement product of equal value will be issued. I WANT MY REPLACEMENT PRODUCT. I'm tired of waiting for ANOTHER technician. SOMETHING IS CLEARLY WRONG WITH THE PRODUCT> MY FLOORS ARE BEING DESTROYED FROM WATER DAMAGE.Desired Settlement: I would like a replacement refridgerator as promised in the warranty. IF the company wants I WILL ALSO ACCEPT A REFUND OF THE PRODUCT VALUE 1,399.98 plus tax! SENDING ANOTHER MECHANIC TO FIX THE ISSUE IS NOT AN OPTION SINCE WE HAVE PATIENTLY WENT THROUGH 4 ATTEMPTS UNSUCCESSFULLY. I DONT BEILIEVE THE NEXT MECAHNIC CAN FIX THE ISSUE. I ALSO HAVE HAD TO TAKE OFF FROM WORK TO LET THE TECHNICIAN IN WHICH IS COSTING ME MONEY SINCE I HAVE TO BE HOME FROM WORK. 4 TIMES IS ENOUGH .

Business

Response:

Tell us why here...Customer has a service call scheduled for 9/** and if the problem is not resolved at that time we will issue a credit to reselect a new refrigerator. At that time the remainder of their extended warranty would be satisfied and if the reselect a new refrigerator that is more than the credit issued, (they will be given full credit of what theye paid us in 2012), they will be responsible to pay the difference in cost.

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 Electrolux dishwasher on 7/**/12 and PC Richard charged me $999 for the model EIDW615GS - which is full price - and delivered this on 8/*/12 - I have been having problems with it ever since. When I called the store [redacted], they told me to contact Electrolux directly. Electrolux told me that this serial # was a scrapped & used & ready to distroy for 4/**-13 - but I paid full price. I want a new model or I want all my money back.Desired Settlement: They give me a new dishwasher or all my money back.

Business

Response:

We have spoken with Electrolux and after investigating this matter they have found that there records are in error. It is impossible for any unit to be "scrapped" if the unit still has the original model & serial number tags on it because Electrolux as well as all the manufacturers require that those tags be sent to them to insure that those units cannot ever be sold again in error. So, if this customer actually has those tags on their unit there is no way it was ever previously sold to anyone else or had to be scrapped for any reason. If customer needs service on this unit, they are still under the manufacturers warranty and can call them for service or call us at ###-###-#### and the telephone representative will set up a service call for them.

Consumer

Response:

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 been on the phone with Electrolux at least 5 times - there is only one serial number - and it was investigated thoroughly - do you think we are stupid.

This unit was owned by someone else - is registered to be destroyed - PC Richards took it and reburbished it and sold it for full price. I will alert the Attorney General's office of the fraud - there is no mistake! I want a new unit! This machine has not worked properly since I had it.

PC Richard customer service and manager of store [redacted] were not nice to me also [redacted] the salesman purposely did not itemize the products - I paid almost $4,000 for an LG Refrigerator and Electrolux dishwaser - is the LG a reburbished also?

Electrolux told me that you are allowed to sell reburshed items but you MUST note that on the receipt - you lied. that's all I can say - I will tell everyone not to go to PC Richards ever.

Your managers and representatives don't even call me back ([redacted].) and [redacted], manager of store [redacted]

You are being deceitful - don't try to get out of fraud!

Sincerely,

Business

Response:

I suggest that this customer send us whatever information that they say that they have from Electrolux because that is not what we have been told by Electrolux . We do not sell refurbished merchandise and once any unit is previously owned there would be a record of that, so, have Electrolux show us who previously owned that unit and we will gladly exhange it for this customer if that is the case. Why would anyone sell a unit that was scrapped???? Once a unit is scrapped the dealer receives full credit from the manufacturer once they turn in the model & serial number tags to the manufacturer.

Review: I bought a Samsung Galaxy Tablet from them on April **, 2013. I bought the best cover they had (which they confessed is no better than a dust cover on June **, 2013), and the PCR Ext. Service plan. My tablet fell two feet off of a bookshelf and cracked. When I brought it in to be repaired they told me it was my fault for not having a better cover for it, and that they only cover defects in the tablet (which I believe Samsung would be responsible for). The solution they offered was that they would refund my extended coverage and sell me a new tablet. I was dismayed to discover that they would sell me a dust cover in the guise of a protection for my tablet, sell an extended service plan that doesn't actually cover anything not already covered by Samsung, and then take no responsibility.Desired Settlement: I would like them to take responsibility for their products and services. It is a shame that they don't think that they should. I want to make sure that other customers aren't met with the same lack of customer service and professional behavior.

Business

Response:

Physical or impact damage is not covered under any warranty and regardless of what type of cover is on the tablet, if it fell to the floor it would have impact damage. Unfortunately neither Samsung nor PC Richard can be responsibe for an event which would cause phisical damage to a product.

Consumer

Response:

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 company knows what they've done, and they need to take responsibility. I don't really care that they won't do anything to repair what was damaged. I truly think that they should refund the cost of the "dust cover" they sold me, but I don't really care. What I do care about is that they take responsibility for the future. They shouldn't sell products as protection if they know that they aren't. They claim that there are no covers that can protect tablets from a small fall, but it just isn't true. You sold me no better than a dust cover, which you didn't tell me until after it slipped off the book shelf. It's not worth my time to talk to brick walls, so I will make sure that I warn as many people as possible of your customer service policies.

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

Sincerely,

Business

Response:

I placed a return authorization for the dust cover on the customers invoice [redacted]. So, if the customer returns the dust cover to the store they will refund the price of the dust cover back to the customers Visa Card. Also, the customer has already discussed this issue with that stores District Manager on 7/**/13.

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

Business

Response:

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

Review: My previous experiments with the Service Center, I had always been contacted via. text & email on a step by step process on how everything was going. This time I had not received no updates at all. On Tuesday, April **, 20144 My Hewlett Packard PC was in need of service & I called the service center at ###-###-#### in **, NY asking for the current status on my laptop since it was dropped at PC Richards in **, NJ on 3/**/2014 (Service Ticket #[redacted]). However, the person I spoke with was unable to give me an answer since the [redacted] didn't write any notes. I was told that the [redacted] would call by the end of the day at my personal cell ###-###-####. No one called. I called yet again on Wednesday, April **, 2014 & yet again I was informed that the [redacted] would call by the end of the day. However, I didn't receive any phone call. I call once more on Thursday, April [redacted], 2014 & still they service center informed me that the [redacted] would call me by the end of the day. Sad to say, I was lie to again, because the [redacted] who was supposed to call me for the past 3 days failed to do so. By Friday, April [redacted], 2014, I was anger & upset & felt lied to by the service center representatives. I demanded to speak with a [redacted], unfortunately the [redacted] was unable to come to the phone. I was guarantee that the [redacted] would call me by the end of the day, once I explain my frustration with the company. But no [redacted] called me at all.

At this point, I feel disrespect that no cared enough to let me know if any of the damages on my PC was repaired. I've been a loyal consumer for years since the 1990's. I gues in the future I will shopping at BEST BUY for a new Laptop. The Geek Squat is there inside the store and I would kept abreast on all matters.

To make matters worst, service center representatives told me that my laptop was on the truck on Friday to be delivery. So when I called the store on Sunday to see if they had my laptop, I was informed that they don't have it. Now I'm [redacted]!!Desired Settlement: I what to know if my laptop was able to be repaired. Most important, WHERE IS MY LAPTOP, if it's not at the Service Center or at PC Richards!!!!!!!!!

Business

Response:

Customer should contact our computer [redacted] at [redacted] or call him at [redacted] extension [redacted]because it looks like he is authorizing a new computer for this customer.

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

Business

Response:

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

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

Business

Response:

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

Review: 10/*/14 I bought at the store a stove to be delivered 10/**/14. On 10/**/14 I was to get a delivery window of 3 hours. The delivery next day called to delivery at a different time. Was not home. They were to call back with new time. They didn't - I called them and they didn't answer. I called store 2 times to cancel order and 2 times customer service and emailed them 2 times. Each time on phone I was placed on perpetual hold (4 times) and they would not cancel order. I could not get hold of anyone or anyway to cancel order and get my refund. Stove obviously was never delivered and no one has informed me as to status of account. As an aside - the stove was not the stove displayed in the store - it was the next version according to the salesman.Desired Settlement: I want to get a refund asap to close this matter. That is the only outcome.

Business

Response:

I have cancelled the order and refunded the amount paid back to this customers [redacted] that they used to make the purchase. I will put a copy in the mail to their home address.

Review: on 11/**/2014 PC Richard delivered my appliances. The refrigerator turned out to be the problem. when we purchased from the store the salesmen [redacted] said we needed to contact him before the delivery (which was one week away) with the dimensions of any doors, stairway (I am on the second floor) with/ without banisters. I took all the measurements and called him back with them. I later found out that he never wrote those measurements down, as I was accused of not providing that information. when the unit arrived the delivery guy measured all the pathways himself, and then proceeded to make the delivery. the refrigerator did not fit through the kitchen doorway because the metal frame was not absolutely perfectly rectangular. the top and bottom had a 1/4" difference. So they said they remove the doors but the electronics part was sticking out the back of the unit. I called pc Richard, they told the installer they can remove the pc boards to get it into the kitchen, but I had to wait for a service tech to install them. the store made it sound like someone would come the same day. it turned out they misled me. the earliest someone could come was in two days. so now I have to through out all my food about $400 dollars worth and be without a working fridge. the installers left. I called the store and they said for $75 I could borrow a fridge, but I had to come and get it. they took from me a working fridge that they could have brought back up and left there until the new one was fixed. they could have come back and picked up that fridge. now for 2 days I am without any refrigeration, and it is a problem that PC Richard refused to deal with or compensate me for. they only were concerned with making more money. the delivery was not free. I want PC Richard to reimburse me for my lost food, and lack of use of a working fridge. I have medical issues that require me to have certain foods, and these foods need refrigeration.Desired Settlement: I would like pc Richard to reimburse me for the loss of all my frozen food, and the perishable refrigerated foods that I need to maintain my daily life needs, necessary foods, and medicines. I estimate that to be $400. They all made decisions without any consideration to how it will impact me and my wife. they lied that a tech would come on that day. when I called the tech service ###-###-#### I was disconnected or left on indefinite hold 4 times. still the best they could do have me wait

Business

Response:

The new refrigerator was delivered on 11/** and the installation was done on 11/**. This customer was offered a loaner refrigerator until that installation could be done so that they would not lose any food. It was their choice not to take that loaner. In addition we do not compensate for food loss anyway. I suggest that they contact the District Manager for that store at [redacted] to see if he will give them any type of compensation regarding this matter.

Review: I paid for a new console on August **,2015 instead I received a used non working game console The seller at the store told me that I have 30 days to returned/exchanged and rush me out the store.I complaint from from the beginning Now is November * and I no body has resolved my problem . I was ROB , this is a FRAUDULENT action from PC Richard and son sellers.manager just laugh of me said it's your problem no my.They just ignored the consumer affairs complaint resolution center no answer or resolution have been made . PC Richard is stilling money from clients reselling used/refurbished products that then you have to send to repair . Isn't new product money most be refund or exchanged console for a NEW ONE. Not used and good working conditions!!!!! honesty, integrity, and reliability It's three things that they don't know. This is a scan. investigation and audit most be done. Return Police most be at the entrance of store and next to cashier ,not hired at the back of store. From now on I will advised any body do not to buy at PC Richard!!! Fraudulent behavior most not be tolerate from no body.Desired Settlement: Refund the money do to it was not a new product never work from day one and an apology for all the inconvenience and humiliate low treatment by seller and manager at the store.

Business

Response:

Tell us why here...This customer has disputed this sale with their credit card company and we are still awaiting to see the outcome of that dispute. The other issue is that we do not exchange or service Sony Video Games as the customer has to send it to Sony under their warranty. Perhaps this customer should contact the District Manager of that store at [redacted] to see if he can resolve this issue for them. They should give him the invoice number of that sale [redacted].

I have had 5 service calls in the past 3 weeks to repair a refrigerator. The customer service staff at PC Richard are rude and extremely ill equipped to solve problems or treat customers properly. Specifically I dealt with customer service rep "[redacted]" and "**" and they both refused to let me speak with a manager or someone else. [redacted] in fact told me to just hang up and dial again if I wanted to speak with someone else. I was on hold for a total of over 20 minutes after I threatened to contact the owners, [redacted] and [redacted], and I still plan to send them a letter of complaint. I own and operate my own business with a customer service team of 10 people - I would never let my team treat a customer like this or handle themselves in such an unprofessional manner. Abysmal service and communication.

On Labor Day weekend I bought a refrigerator that was supposed to be delivered the following Wednesday. When the sales person knew that I live on a second floor, he requested a crew of three guys for this delivery. Guess what? only 2 guys came and refused to deliver the appliance, I called the company and I was schedule for two day after. On Thursday night someone called me to reconfirm the delivery on Friday and after apologize for the previous inconvenience she assured that 3 guys will deliver the refrigerator. Once AGAIN, 2 people came, and refuse AGAIN to deliver it. To make it even worse, I was rescheduled AGAIN for next day, Saturday morning between 7:00 am and 10:00am. THEY NEVER SHOW UP WITH THE REFRIGERATOR OR CALL!!!!!!!!! Close to noon I called the sales person and retuned my purchase.

BUT THATS NOT ALL, I purchased a cooktop less than a year ago along with the extended service protection plan and last week it broke down. I called to request the repair service and it repair company tell me I have to wait ONE WEEK for a technician in my area, Today I called again to reconfirm time and a lady with a very bad attitude said his technician has an emergency and I have to wait another week due to the Pope's visit in NYC . CAN SOMEONE IN HIS/HER RIGHT MIND UNDERSTAND THIS??? So, long story short. I call again to the store, located at [redacted] asking to talk with a manager, after 40 minutes on hold, someone came and no even apologized.

DONT BOTHER GOING THERE, [redacted] HAS BETTER PRICES, BETTER SERVICE, BETTER APPLIANCES AND THE EXTENDED SERVICES PROTECTION PLAN IS WAY BETTER.

Review: THE CUSTOMER SERVICE DEPARTMENT FAILS EACH TIME TO PROVIDE PROMPT, EFFICIENT SERVICE REGARDING MY FRIDGIDAIRE DRYER. WE HAVE HAD THIS PROBLEM FOR YEARS WITH THIER REPAIR DEPARMENT. PC RICHARDS HAS TO COME TO MY HOME OVER THREE TIMES IN ORDER TO FIX A PROBLEM WITH MY DRYER. THIS HAPPENED TWO YEARS AGO AS WELL WHEN THE MACHINE WAS FIRST PURCHASED. THE DRYER WAS OUT OF COMMISSION FOR OVER A MONTH BEFORE THE PROBLEM WAS FIXED ( WHICH ENDED UP IN A REPLACEMENT MACHINE). NOW THE REPLACEMENT MACHINE HAS BEEN OUT OF SERVICE FOR THREE WEEKS. THE FIRST TIME THEY SEND THE REPAIR MAN, THEY SEND ONLY ONE MAN. (THEY KNOW OUR MACHINES ARE STACKED). SO THEN THEY ORDER A PART, THE WRONG PART AND HAVE TO ORDER THE CORRECT PART, WHICH MEANS WE ARE WAITING ANOTHER WEEK FOR THE ARRIVAL OF THE PART. SO THIS TIME WE WILL BE WITHOUT OUR DRYER FOR ANOTHER MONTH UNTIL THEY RECEIVE THIS PART. NOT TO MENTION THE TIME MISSED AT WORK TO BE THERE FOR THEM TO SERVICE US. I HAVE HAD IT WITH PC RICHARDS. IF I DID NOT HAVE A 10 YEAR WARRANTY ON MY MACHINES, I WOULD TOSS THEM ON THEIR FRONT LAWN AND GET REPLACEMENTS THROUGH ANOTHER COMPANY. PLEASE LOOK INTO THE SERVICE ISSUE WITH PC RICHARDS. AS OF LATE, THERE HAVE BEEN NUMEROUS COMPLAINTS IN NEWSDAY REGARDING SAME. I TOO WILL BE CONTACTING NEWSDAY, AND ANYONE ELSE WHO WILL LISTEN. THANK YOU FOR YOUR TIME.Desired Settlement: I WOULD LIKE A FORMAL APOLOGY FROM PC RICHARDS. AS WELL AS THEM COMING TO REPAIR THE MACHINE ON MY TIME NOT THEIRS

Consumer

Response:

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

Sincerely,

Review: On 9/*/13 I purchased a Friedrich Air Conditioner (window unit) from the P C Richard and Sons store in Milford, Ct. At the time of the purchase, I also purchased an Extended Service Protection Plan for 5 years at the cost of $199.99 plus tax. The total cost for this transaction was $676.51. On 8/**/15, the window unit was leaking. I was referred to customer service and informed them of the leakage. I was placed on hold, and when the representative returned on the line, she ([redacted]) said no one she contacted from her list would come to repair the unit. No reason given. As I was on the Internet, I gave her a list of names from Home Advisor from my area. She told me she contacted Total Mechanical Systems, gave them the information and they would be contacting me. They never did. On 8/**/15, I awoke to find the unit leaking water again, now the ledge under the unit as well as my floor were soaked with water. As it was a Sunday, in the middle of a heat wave, I spend hours trying to find someone to come and repair the unit. Thankfully, I found a wonderful company and the repair was made the same day. On Monday, shortly after 8:30 a.m., [redacted] called and said they were going to replace the unit. I said "no you are not". This is the second unit I have purchased within the past 5 years, and all I wanted was a reimbursement of the repair, as well as a refund of the Extended Service Protection Plan, as more than 3 years remain on it. She said she would discuss this with her supervisor and call me later that day. No call. On 8/**/15, I received a letter from P C Richard indicating the unit was unrepairable under the service contract and they would replace it with certain guidelines. Some of those include... I have 30 days to respond, if the purchase price was more than the replacement, the excess would be voided, if the unit was replaced, the existing service contract will have been fulfilled and I could purchase another extended service protection plan at that time. Seriously, they can't honor the plan that is in place now. All I am asking for is reimbursement of the cost of the repair ($176.54) and the unused portion of the 5 year protection plan which has over 3 years left (120.00) plus tax. I received a phone call from Mile W[redacted] on 8/**/15 and he reiterated the same. They will replace the unit and refund the repair cost. I do not want another unit. they are pretty much impossible to find someone to repair them, and all I am asking for is what I've indicated above. P C Richard will definitely be making out on this deal, especially since I will take care of the cost to replace my window ledge that was water stained.Desired Settlement: As stated above, all I am seeking is reimbursement for the repair as well as reimbursement of the unused portion of the 5 year extended service protection plan I purchased. Nothing more, nothing less.

Business

Response:

Tell us why here...Under the terms of our extended warranty if the unit is deemed unrepairable we will exchange it for a new one and the remainder of the extended warranty will be satisfied by the exchange. Customer should contact Mike W[redacted] at [redacted] as he has already authorized the exchange on invoice [redacted] from the customers original invoice [redacted]

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] As I have previously stated, I am not interested in replacing the unit. This is the second one I have purchased in 5 years. The extended service contract is useless since no one will service the unit. I am only requesting reimbursement of the repair cost as well as the remaining 3 years on the existing extended 5 year warranty I purchased.

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

Sincerely,

Business

Response:

Tell us why here...The customer should contact mike w[redacted] at [redacted] and he can arrange for the refund of the cost of the repair and any monies that may be due that is left on the remainder of their contract. That contract will then have been cancelled and the customer would then be on their own regarding any future repairs. They can also reach Mr. W[redacted] at ###-###-#### if they want to spek with him on the phone.

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,

I have received reimbursement of the requested amounts and I apologize for the delay, but I was hospitalized on 9/*/15, and returned home this afternoon. Thank you

Review: I purchased 10 year extended warranty replacement gimmick. Manager told me if unit breaks within 6 months unit would be replaced.

My unit broke down and the motor was smoking. I was told by the consumer product safety commission too unplug and to do not plug back in for risk of fire. PC RIchard sent employee to see unit and he smelled the burned unit. I advised what CPSC stated and he said ok and left. Unit does not work and PC Richard will not replace unit, even if I offered to buy more expensive unit.Desired Settlement: I would like a refund of the washer and the warranty and or replacement.

Business

Response:

Tell us why here...This customer has been issued a full credit of what they paid us for the washer in question on invoice [redacted] so that they can contact the store manager at the store where their original purchase was made so that he can do the necessary paperwork to exchange that washer. Customer should give the manager the original invoice number which is [redacted]. This credit was issued by one of our supervisors Andrea Alves, so if the customer has any questions regarding the credit they can call us at ###-###-#### and ask to speak with her.

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: October **/2015 Bought from PC Richard&Son a flat panel Tv with I bought 2 years store warranty

Thinking because I have kids I got myself covered but what happened is this a problem occurred some lines on the screen so I took back them after a week or less I received a call that my Tv back I went pick up without being told your tv is not fixed when I got home I checked the receipt they gave which says your screen is broken and its uneconomical to repair

Today I went back and met the manage and in cold blood he told me manufacturer's warranty doesn't cover breakage I said listen to yourself you're not Samsung that why I bought your store warranty I talked to Samsung I know what they cover are selling the manufacturer warranty again he said the best he can do give me my warranty money back because Iam better off buying a new Tv I told to keep and left never again P C Richard.Desired Settlement: Repaired or replaced

Business

Response:

Tell us why here...Unfortunately, that is correct. Cracked or broken screens are not covered under any warranty. The only thing that we can do for the customer would be to refund the extended warranty that they purchased from us because all that does is extend the manufacturers warranty which at this time is voided by physical or inpact damage to the screen.

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]

Why I had to buy their warranty in the first place if it's not better than the manufacturing company warranty and why are they refunding my warranty money if they think I have nothing to complain about thank you so much Revdex.com

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

Sincerely,

Business

Response:

Tell us why here...We are refunding the extended warranty they purchased from us because it does not cover the customers issue and therefore is useless for them to keep 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. Do I have any choice

Sincerely,

Review: I purchased a Charbroil Grill from P.C Richard in [redacted] on 5/**/13. I purposely brought a model from the floor that was already put together (so I would not have to deal with the headache). I was sure that it was fine because P.C. Richard put it together and they are known for "Appliance Specialist". About 2 weeks later I tried to use the grill. OMG. The first problem was the ignition button did not work. When pressed the button would get stuck in. The grill did not even tick. I called P.C. Richard and advised them of the issue and a representative told me to open the propane tank more and see if it lights. I tried and still no luck. I asked the rep if I should try and manually light it to see if the propane would catch and he consented. The grill did light. The flame went up so high, I thought that the side of my house was going to catch fire. It scorched the top of the hood a little. After a neighbor helped me disconnect the propane and put out the fire I called P.C Richard back hysterical!!!!! The gentleman that I spoke with answered the phone and I advised him what happened. He advised me that he would send someone out to service the unit. I advised him that I DID NOT want service on the unit because it was not used and it is suppose to be new. I wanted to bring the DEFECTIVE unit back immediately.!!!!!. He kelp insisting that I let them repair the unit. I then asked him for him name and he would not give it to me. I advised him that all I wanted to do was either get a new grill or refund me back my money. He put me on hold and [redacted] (another sales rep) tried giving me an 800 number to have the unit serviced (which I called and they referred me back to P.C Richard). I repeated my story again. He never tried to find out who advised me to manually light the grill. [redacted] was very sarcastic and rude. He told me that they would have to send someone out to my house to service the unit. AGAIN I advised him that a NEW unit should not have to be serviced. After what happened I would be insane to use that death trap!!! I asked to speak with a manger. He then put [redacted] on the phone. [redacted] was just as bad as [redacted]. Very sarcastic and rude. He did not even give me a chance to speak. [redacted] talked to him in the background and he just listened to him and said that there was nothing he could do but send a service guy on on Tuesday between 12-3pm and hung up. He did not confirm my address to where the unit was and when my mother called (because it was charged to her P.C. Richard card) they were also rude to her. [redacted] did not want to come on the phone. He had a female rep answer and you could hear him coaching her in the background as to what to say. My mom gave them the address and they never showed up. She advised them that she would cancel her card if the issue was not resolved and they told her "That was fine". I mean how rude!!! We did nothing wrong but try and purchase a grill form P.C. Richard. P.C Richard was one of my favorite appliance store and I am very disappointed. I'm disappointed because I took home a defective unit and when I tried to get help they worsened the problem and the guy that told me to light manually just vanished. No one is going to own up to that. And no one in the store will help us.Desired Settlement: I WANT A FULL REFUND OR A BRAND NEW UNIT!!!!!!!!!!

Business

Response:

I have placed a return authorization on this customers invoice [redacted] so that they can return the grill in question for a store credit of what they already paid us towards an exchange or to reselect a different grill. If the new grill that they choose is more money than their credit, then they will have to pay the difference between the two.

Review: submitted hp computer desktop on march *, 1014 because blue ray DVD ROM was not working. received it and told DVD ROM was replaced . took it home powered on and see a black screen and nothing else. bring it back and receive it back on April **, 2014 computer display back on hard drive formatted, but the DVD ROM still does not work. called company as was told to drag this back for a third try and I am now here to file a complaint because I don't have the confidence they can fix this without causing more damage to this computer. my warranty expires this November and I am worried they will fix one thing and break another until the warranty expiresDesired Settlement: for the inconvenience of dragging this piece of equipment to the store twice and probably for the third , hopefully last time . I want this computer repaired and and extension to my current warranty for another three years.

Business

Response:

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

Review: Two issued with PC Richards after buying different appliances from them, the first issue I had was that they was no record of an improper installation that was completed by their installation department and I have been unable to use my dryer for a month, it took nearly 15 phone calls and 2 site visits to get me an appointment to redo the installation this Saturday. Please note that both times I had to take off work because they cannot accommodate weekend hours and can't provide a short time window frame. Customer service has told me a few times that they have to be all day appointments. I'm hoping this Saturday gets this resolved since the install was completed only back on February of this year.

The second issue I have which is my biggest issue I have is that I purchased an air conditioner that required a unique installation since they needed to break through the wall of my coop, the installation "techs" showed up unprepared did not cover any of my contents, move my bed without being careful scratch my floors and had no regards to the surrounding or respect for being in a customers residence. The proceed to do a less the unprofessional installation did not have the proper materials and left my master bedroom full of dust and had debris all over the space. They were discourteous and since they are subcontracted by PC Richards they did not care about how they handled the situation instead they made threats to leave since I told them I will file a claim with my insurance company to have a company complete the clean up and perform repairs of the walls and floors where they damaged the areas. I had not choice but to allow them to finish the work since I could live with an exposed hole in my wall. I had to deal and try to work on this an entire day and found the response of PC Richards unacceptable. I am still waiting from someone from claims to contact me.Desired Settlement: I would want a call for upper management to resolve this issue aped as also a call from the claims department since I had to pay out of pocket for the cleaning that was needed and also for the repairs that are needed.

I'm nightly disappointed on their service and lack of professionalism

Business

Response:

Customer must contact our [redacted] at [redacted] regarding this issue and the damage claim. [redacted] 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 called [redacted] several times, I have also e-mailed him with all of my contact information and I have not received a response regarding the damages made, the improper installation and the poor customer service responses I've received thus far. As for the dryer I had to continue to contact PC Richards and they will be sending someone back out for the third time and this time the will be sending installers to come this Saturday on a holiday weekend since they have taken responsibility for the improper installation. They are supposed to be re-installing the dryer and doing it correctly this time unfortunately they have not provided me with a time frame.

I continue to not only be disappointed with the response time and lack of communication but also with the lack of consideration for the customer. This is unacceptable and will request someone to contact me as soon as possible.

Thank You,

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

Sincerely,

Business

Response:

[redacted] will be out of the office until Tuesday 9/*/14. We will forward the information to him and make sure that he contacts you as soon as he returns.

Review: I bought a FLAT PANEL TELEVISION, on 11/**/14. I gave it as a gift to Cousin, and went to [redacted], When I came back He complain that the TV was not working, so I took it to the store Yesterday 12/**/14 to exchange it for a good one. When I first came at the [redacted] treat me so well and said the seller was going to exchange it in few minutes. A Gentlemen called [redacted] or [redacted] (I am not sure if this is his real name, said He could not exchange, because I did not have in the box. So I said, Give me a new one and keep the box for this one, He said no,no,no.So I said I was going to make a complain, and He said go ahead.I HAVE THE RECEIPT WITH ME FOR ANY PROOF NECESSARY.VERY TRULY YORS,[redacted]Desired Settlement: ALL I need is a replacement for a good one, once I paid for ONE YEAR PARTS AND LABOR WARRANTY.

Business

Response:

I have placed a return authorization on this customers invoice so that they now can return the TV in question without the box and exchange it for a new one provided that the one they are returning does not have physical damage (such as a cracked screen) etc etc.