P.C. Richard & Son Inc.

Review: On 2/**/15 I found an amazing deal on their website, that I couldn't pass up. It was for a desktop PC that would suit not only my gaming needs, but also my photo and video editing needs ( have a newborn and wish to cherish the moments). I noticed the PC around 7 a.m. est and waited until 2 p.m. to make the purchase, in case it changed. Checked order status around 8 a.m. on 2/**/15 and it had changed from processing to pending merchant action. Checked bank statement at that time as well and saw they had taken payment for my order. Now excited about my deal of the century I went about my day.

At 11:29 a.m. I received an e-mail from PC Richards stating, "Unfortunately, due to a computing error on the site, the item you purchased (**) was sold for a price below what we are able to sell it for." and are sending me a $25 gift card for the error. At this point I go back on to their website and see the PC still up for that price. Confused I try calling the service number giving to me, to find out more information. Boss walked in had to go to a surprise meeting. Had my mother call on my behalf to find out more information. Talk with her later that evening and she informs me that she had spoken with a very nice woman that was willing to honor the price for us but, was unable to due to the [redacted] having that power and he was no longer in the office. She did explain to my mother that he will be back the following day and to call back.

Feeling pretty good about the situation I decide to sneak in the call at work. I call the service line at 9:50 a.m. and get Justin, who informs me that there is nothing he can do and the company is not willing to honor the original sales price. After a few more moments talking with him he places me on hold (for 8 mins) and then transfers me to his [redacted]. I immediately get "stone walled". I understand how you feel but there is nothing we can do. Then offers me $100 dollars off and a $50 gifts for my troubles. I explain to him that they have taken payment almost 24 hours after I made the purchase. That money will be back in your account by the end of the week. Pretty nice how they can take your money quickly but, take so long to give it back. I explained that it was processed through them, payment taken, and the mistake wasn't caught until it went through to the third party, they should honor this deal and own up to their mistakes to keep a customer happy. Kept getting the run around and told [redacted] that this is like going to a grocery store, paying for something and before be handed my product being told they can no longer honor this price, here's your money back. I was informed that analogy isn't relevant and the we can not honor this price speech started again. Frustrated I ended the phone before I had gotten irate.

I don't feel this is very good customer service at all and that should be a large backbone in any company. Now I have spent thousands with this company and referred many friends and family to them, which have done the same. I ignored other reviews and complaints about this company, due to never having any issues personally. I will no longer be doing business with this company, who will not do anything to satisfy a customer, or own up to any mistakes they have made.Desired Settlement: I wish for them to honor their price and send me what I have purchased.

Business

Response:

Tell us why here...As per our [redacted] he has spoken with this customer and explained that there was an error on the site as the price of the unit in question was incorrectly posted in error. This sale has been cancelled and this customer money has been refunded. In accordance with the terms of the use of our website, we reserve the right to correct any errors in pricing or description of all products. His offer to this customer still stands but we are not legally or technically obligated to honor the price that was erroniously posted on our site.. nor do we have any intension of doing so. We do apologize if this has caused this customer any inconvenience and that is why [redacted] has offered this customer what he offered.

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]

Do to discourteous responses as so. I was not warned, notified, or told in anyway about the terms or policies of the website. Yes the terms and policies are on the website, but I was not instructed to review before finalizing my purchase and was not told that it was their policy. I was only informed that do to the difference being $1000, they were not going to honor the sale. As far as the refund is concerned, I believe they mean to say the refund is being processed. As of the time of their reply (2/**/15) no money was refunded back to my account; I was emailed a copy of the cancelled order and verbally told my money will be returned, possibly by the end of the week.

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

Sincerely,

Paul Guiliano

Business

Response:

Tell us why here...$122.29 was refunded back to this customers [redacted] Card on 2/**/15 and a $50.00 Gift Card was processed 2/**/15 which will take approximatley 10 to 14 business days to arrive at their home. This customer should see that refund on their next [redacted] Card bank statement.

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

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

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

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

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

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

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

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

Business

Response:

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

Consumer

Response:

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

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

I

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Sincerely,

Business

Response:

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

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

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

Review: I bought top of line kitchen package that included Refrigerator, stove , dish washer and microwave

When installed damaged the whole doorway Then dishwasher flooded all over kitchen Received second dishwasher and it flooded all over kitchen The pipe they tapped into for water for fridge leaked and caused flood in basement Repair men came out several times to fix and made matters worse , stove leaks has so I don't use it and stainless steel fridge is dented from them pushing it through doorway I have called Coperate office with no resolution I've called store manager that has made promises of money back , and to send proper people to fix problems . Well that never happened Did not even get my rebate They district manager did have a refrigerator door and shelves sent to my home . Found on pitch one day How am I supposed to disconnect water ice maker etc and put on new door I told them I wanted all merchandise out of my house and I was told they don't work that way . I did get my bank involved and this has been a nightmare PC Richards cooperate office is run by kids and don't take matters serious Due to all of this I also had to buy a new rug for basement living area due to flooding and have to hire someone to repair doorway and a professional plumber PLEASE HELPDesired Settlement: Just want my money back which is $4,850 and not contacted by anyone from PC Richards to make promises they don't keep

Business

Response:

Tell us why here...According to the notes on our system this customer spoke with Ms. Joanne C[redacted] (the executive assistant to Gregg R[redacted]) on 2/** who inturn spoke with Anthony L[redacted] who is the District Manager of the store where the purchase was made and they agreed that if this is what the customer wanted that we would pick up all of the merchandise and issue this customer a full refund. As per the notes on the system, the customer hung up on Ms. C[redacted] at that time and we have not heard from this customer since . We suggest that the customer contact Ms. C[redacted] at ###-###-#### or e mail her at [redacted] so that we can resolve this complaint.

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 merchant responded untrue fully . I was told by district manager in a text and phone call that the business WILL NOT pick up merchandise . When I spoke to a person by the name of Joanne I was not offered that as well. I still have a dishwasher that was replaced twice already and still flooding So it's not used and still floods I will not accept a third one they ordered . Every time I called the store and spoke with manager Imran he stated he would send out techs to fix problems , when they arrived it was the wrong department sent and stated they could not fix it that a different department had to be called . With the stove Snelling like gas that problem was never addressed and pipes that have been tapped into by PC Richards for water have been broken and caused major flood basement . The doorway to my kitchen is terribly damaged , needs new frame molding and paint. I was also promised rebates and credits due to issue and NEVER received any of those things . I have called claims with PC Richards and they've done nothing . This company has left me with thousands of dollars worth of damage plumbers and carpet I want my money back and not deal with them I have all dates and people I spoke with ever since first delivery and nobody wants to help only put blame on someone else This company has lied to me from salesperson to manager to district manager to there so called Coperate office MY HOUSE IS A MESS DUE TO INCAPABLE unprofessional people who sell install etc

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Sincerely,

Business

Response:

Tell us why here...We have told this customer on several occassions that if she will contact Anthony L[redacted] at ###-###-#### or [redacted] that he will make all the arrangements to have all the merchandise picked up from her home and every penny that she paid us refunded back to the credit card that she used to make the purchase. Her bank has contacted Joanne and Joanne has told that to the bank. So, either the customer contacts Anthony to have all of this done or nothing will happen. To constantly state the same rejections makes no sense because all we want to do at this time is to pick everything up and refund her money.

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 above response is a lie. So I don't repeat the same thing , I want the money for repairs for damage they caused to house . I don't trust this merchant PC Richards as I said before I was promised money/credit back to cars used due to all the inconvenience caused NEVER got it , also promised money in mail due to rebates NEVER got it! And again anthony stated in a text and phone call PC RICHARDS will not pick up merchandise . So with that being said credit my card money promised . Make a check payable for ALL damages caused by delivery and installers credit my card FIRST for merchandise then if you still stand by this lie of picking it up your more then welcome . PC Richards owes me so much money as promised again due to inconvenience several times and damage to home several times . Never received a penny . I want my refund due to damaged merchandise . I've been tossed around by to many people in this company to trust your word . I want ALL MONEY OWED

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Sincerely,

Review: Purchased Electrolux Slide-in Induction

Stove Model [redacted] 8/**/2013. Delivered 9/*/2013. I could not level

the stove following leveling instructions. PC Richard wanted

technician to come out. Waited over a week for that visit. He agreed

stove was defective and we were entitled to a new one. He said to call

the store the following day and tell them to order a new stove. My wife

went to the store instead of calling on 9/** (the day after the

technician's visit)and spoke with the salesman we purchased stove from.

He said he would have to contact Electrolux and would get back to her.

On 9/** my wife called the store for status and was told the stove had

not been ordered because PC Richard was having trouble with Electrolux

who refused to accept back the defective stove. Electrolux wanted to

send repairmen to fix the stove. That was unacceptable to me. I told PC

Richard to tell Electrolux I was calling my charge card company ([redacted] -

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

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

Richard), their rep ([redacted]) and me. [redacted] said the home office would have

to authorize ordering a new stove and she would follow up with them.

The new stove was delivered 10/**. This new stove cannot be leveled

either but isn't nearly as bad as the first one. Now waiting for

technician to set up appt. The new stove has rivets holding the

brackets in place in the oven. I do not recall the original stove

having rivets which leads me to believe this new stove has been

repaired.Desired Settlement: I want a NEW stove that can be properly installed and leveled and does not appear to have been reworked (rivets now in the oven) and can be delivered quickly. I do not expect to wait another month for resolution. They - both PC Richard and Electrolux need to make this issue a top priority.

Business

Response:

As per the store manager and his District manager, I was told that this customer is going to exchange this range for a Viking range. Therefore I suggest that he contact the store and have them do the necessary paperwork to get that done.

Consumer

Response:

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

Sincerely,

Review: month old refrigerator is leaking inside. I have approached [redacted] who handles Whirlpool. The repair was unsuccessful.PC Richards demands to bring their own technitian instead of replacing it. there is no reason for me to have a repaired refrigerator when it is a month old.Desired Settlement: no repair is desired I have bought a brand new a comodity and it should not be repaired. no appointment for tech is needed. just a replacement.

Consumer

Response:

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

Sincerely,

Review: I bought a keurig machine on May **, 2013, and it no longer works. I also have a 2-yr-warranty. My machine does not brew coffee. When I brought it back to the store last week, they said they were going to honor it when they got the shipment from another store, but this is a clearance item. I went there today and they told me that since there was no box (who is going to keep a box?), they can't honor the warranty I am being charged for. Something should be done since I have a warranty. The one salesman was going to make an exchange (name is [redacted]) and then one bald head guy said no since they don't get commission. All about the all mighty dollar.Desired Settlement: I want my money back. The total was $125.16. $99.96 for the machine and $15 for the warranty, and the rest in tax. I paid $25.16 on my PC Richard card.

Business

Response:

I have placed a return authorization on this customers invoice [redacted] so that they can return the item without the box and receive a store credit to reselect.

Consumer

Response:

So what is the final outcome?

Business

Response:

I already responded to this complaint. On 7/**/13 I placed a return authorization on this customers invoice so that they can return that item without the box and receive a store credit towards reselection of a new machine.

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

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

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

Business

Response:

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

Consumer

Response:

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

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

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Sincerely,

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

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

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

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

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

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

Sincerely,

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

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

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

Sincerely,

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

Review: The fabric softener dispenser on my washer does not dispense the softener. I have a 10 year service contract on this washer. This problem was reported the first time around July 2013. They have been to my house about 10 times and have failed to fix the problem. They have put new parts in that did not fix the problem; at one point one repairman refused to do anything (saying there was nothing wrong); told me they were ordering parts that they never ordered; told the service rep that they fixed the problem; put a part in that was supposed to fix the problem but rendered the washer totally unusable; and finally told me they had to order yet another part. There was a 3 month gape in service calls because I had to have surgery done. I don't understand why they cannot fix the problem. They did offer me a store credit for a new washer after the last so called repair. I refused the store credit because that would void the remaining 6 and 1/2 years that I have left on this service contract. The part is supposed to be in on June [redacted], but by the time they get a serviceman out it will have been inoperable for 2 weeks. We have a 2 1/2 year old in the house and have had to depend on family to get our laundry done. I have no problem with them replacing the washer with an equal one (no money out of my pocket) if they would give me the balance of my contract.Desired Settlement: Either fix the washer properly of give me a new one (equal to the one I have) with my remaining contract and no cost for installation.

Business

Response:

The customer should call us at ###-###-#### as the parts needed to complete the repair are in and we can schedule a tech to go to their home to install those parts. As far as their other request, that is not how our extended warranty works. If the product in question has to be replaced all we do is offer the the custmer full credit of what they paid us for that product to reselect a new product. If what they choose is more than the credit issued then they are responsible to pay the difference. Also, once the original product is replaced the remainder of their extended warranty is satisfied by the exchange. In this particular case, we have already spent more money in repairs than the customer paid for the washer but since they do have a long time remaing on their contract we will offer to carry over 5 years to the new product that they choose if they decide to take the offer to replace the washer in question in the event that this repair fails once the new parts are installed.

Consumer

Response:

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

Sincerely,

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

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

Business

Response:

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

Consumer

Response:

Hi my name is [redacted] and

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

Sincerely,

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

Business

Response:

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

Consumer

Response:

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

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

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

Sincerely,

Business

Response:

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

Consumer

Response:

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

Sincerely,

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

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

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

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

Sincerely,

Business

Response:

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

Consumer

Response:

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

Sincerely,

Review: To Whom It May Concern,

On 7/**/12, I purchased an LG washing machine (Model #LG [redacted]) along with an extended service protection plan ([redacted]) for five years. The extended serve protection plan was $203.21 after taxes. Then, on 9/**/12, due to the devastating damage brought on by Hurricane Sandy, the washing machine was destroyed beyond repair. Despite this fact, P.C. Richard refused to refund the money for the extended warranty. Additionally, it is important to note that I had paid off my finance plan for the washing machine by this time. My account number with P.C. Richard is [redacted] and the applicable invoice number is [redacted] Please help me resolve my dispute. Thank you.

Sincerely,

[redacted]Desired Settlement: I would like for P.C. Richard & Son to refund the total amount ($203.21) of the extend service protection plan.

Business

Response:

That is not a problem nor has it ever been a problem since we have already refunded hundreds of contracts due to the Sandy storm. I do not know who this customer ever spoke with in the past to get that refunded as there are no comments on their invoice that they have ever spoken to anyone in our company in order to get that done. Since their credit card account has been paid in full I will process a check to their home address for the refund of that contract which will take 10 to 12 business days for them to receive. I will mail them a copy of that transaction today.

Review: I purchased a new refrigerator on 12/**/13 from Sales Counselor: [redacted] Harry. The new refrigerator was delivered on 12/**/13. I contacted Richard at P.C. Richard & Son store#70 on 12/**/13 that my refrigerator/freezer was not working. A service contractor of P.C. Richard & Son ([redacted]) was sent to my home on 12/**/13. The repair contractor noted that the Evap fan was not circulating in the freezer. He removed the inside of the freezer wall repaired the fan. Then the refrigerator/freezer started working.The repair contractor took photos, stated that P.C. Richard & Son would reimburse me for my food/refrigerated medication loss and wrote down the notation of my loss on my invoice. It took a day and a half for the repairs to be complete. During this time I lost a total of $400 of food/medication. I was told by [redacted] to contact ###-###-####. I then reached out to the service department who then had me contact ###-###-####. For reimbursement for my loss. I was told by the representative that they would not credit me for my loss. That I would receive a $25 credit.I then decline and drove to the store #70 where I spoke to [redacted] (In store [redacted]) and [redacted] ([redacted]). [redacted] then contacted [redacted] (Service Office [redacted]). They declined to honor the invoice. I was told by [redacted] that I told [redacted] the service contractor to take pictures and write down what I lost in food/medication.Desired Settlement: I would like for my food/medication loss to be honored based upon the written invoice.

Business

Response:

The refrigerator in question is under the manufacturers warranty and this customer should be trying to recooperate their loss through Frigidaire not PC Richard. We did not manufacture that refrigerator and its failure to operate falls upon Frigidaire at this time. Had this happened while the customer was under our extended warranty our provisions for that type of loss is only for $100.00.

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 have a extended warranty with P.C. Richard for 2 years. it was purchased the day of purchase.

I reached out to Frigidaire at ###-###-#### and was told that P.C. Richard is responsible for my food loss.

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]

Based upon my attached invoice from P.C. Richard I was told that I would be reimbursed for my food lost by the P.C. Richard service contractor. This should be honored for my loss.

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

Sincerely,

Business

Response:

We don't doubt that the customer lost food and took pictures and had the tech verify this but we do not cover food loss. The refrigerator is under the manufacturers warranty and in some cases Frigidaire will cover some food loss. I also see that the customer has been issued a credit to reselect a new refrigerator. Customer should call us at ###-###-#### and speak to a [redacted] and they may at least allow $100.00 for food loss which is what would have been covered if the customer were under our extended warranty, (which they are not at this time) not until December 2014.

Review: On 5/**I purchased new appliances for my 74yr mother. I redid her apartment & surprised her with a new kitchen.She tried to use oven for Thanksgiving & it did not work properly. My mistake was not calling immediately but with the holidays & all, time passed. I finally called last week because the oven was turning on on its own in the middle of the night. A technician came out to check stove on Friday 2/**/14. Technician removed the "computer" from stove & told my 74yr old mother to turn on stove with a match. I called this morning to speak to a customer service supervisor, which I did. I spoke to [redacted] from Long Island. In all my years of buying appliances from PC Richards I've never experience such horrible customer service. He basically in a nutshell said screw your 74yr mother, we must service the stove first, point blank. Needless to add that Im livid at his response. At the very least he should of have shown a bit of empathy. I even offered to buy a new stove or accept a replacement yet he was too busy following his script instead of listening to me. My 74yr old mother has been without a stove since Friday. My 74yr mother has arthritis, very hard for her to strike a match.Desired Settlement: I would like for my 74yr old mother to have a working stove, I want a replacement ASAP. A stove that doesn't turn on on its own in the middle of the night & one that requires no match. My 74yr old mother should not be without a stove just because a computer needs to be ordered. Right now Im buying my mother her daily meals, will PC Richards reimburse me for that?I highly doubt it. More empathy must be given to the elderly, seems like [redacted] will never grow old and we all know better.

Business

Response:

We apologize for the response that the customer received from [redacted] and will have his manager address that issue with him. We have left a message for G & G service to expedite the part needed or to call us if there is going to be a delay in getting the part they need so that we can appeal to Frigidaire for a return authorization in that event. If the part is readily available that would be the best way to proceed because authorizing an exchange would mean disconnecting the old range and reconnecting the new range which would have to be done at the customers expense since we did not install the original range. We will contact the customer as soon as we hear back from G & G service.

Consumer

Response:

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

My 74 year old mother is without a stove at this moment, today is Monday, how much longer do we have to wait?? I'm spending money on her daily meals & I rather pay for stove installation if that's what is going to take to exchange stove & get a new one. She should not have to go through this. I would understand if the oven was actually used & worked when I first purchased it but that's not the case. Once again, we first tried using it for Thanksgiving which was when we discovered that it did not work, then it started turning on on its own in the middle of the night.

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

Sincerely,

Review: I have recently purchased a TV from this location about nine months ago. When I had went to buy my merchandise the sales repersentative informed me that I should purchase an extra five year warrenty on the merchandises because it will help me just in case anything was to happen, if the TV was to get damaged or even if it was to fall off the stand it would be covered with this warrenty. I have noticed lines on my TV, I called to have them send someone to come and look at the TV and the gentlemen told me ("it's not covered and it is what it is"), I brought it back to the store, I have called to speak to the [redacted] (which they refuse to put on the phone), and I have called the [redacted] that would just speak over me and not explain what was wrong. They will not help me in anyway. I asked what can I do the [redacted] stated "nothing".Desired Settlement: I would like me TV Repaired, refunded, half refunded.

Business

Response:

This customer can contact our TV s[redacted] at [redacted] but I doubt that he will be able to assist in this case because iff the customer reads the instruction manual that comes with the TV and the extended warranty that they purchased from us they will see that neither covers physical damage to the TV.

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

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

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

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

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

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

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

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

Business

Response:

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

Consumer

Response:

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

[Your Answer Here]

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

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

Sincerely,

Business

Response:

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