P.C. Richard & Son Inc.

Review: I purchased a [redacted] refrigerator from PC Richard 5 years ago. It was a special order, panel ready refrigerator that required panels on the refrigerator door. I paid 1,680.00 for the fridge plus a 1,000.00 for the panels. because I invested a lot of money into the fridge, I bought a 10 year warranty from PC Richards.

After only 2 years the refrigerator broke. I lost a whole refrigerator of food. The repair crew came and diagnosed freon leak. They refilled the freon, when I asked "how come the freon escaped after only 2 years" they answer was that sometimes it happens.

In May of 2015 the refrigerator broke again with the same problem , the freon escaped, I lost food ones again. the repair man came and this time he said that the fridge can not be repaired. Its a manufacturer defect and I need a new fridge. After multiple phone calls to customer service I was approved store credit for a new appliance. I went to the store, of course no one could find the credit in the system. back on the phone with customer service , finally I was referred to the builders division of PC Richard in [redacted] , because that's where I purchased the fridge originally.

Its the beginning of June now, and I am about a month without a refrigerator.

From the builders division I learned that my refrigerator was discontinued and there is no replacement. I asked to speak to the manager, the manager offered a replacement model with slightly different dimensions. I contacted my contractor , he measured the panels and gave me the ok to go ahead with the replacement model . Being a little skeptical about the replacement model, I contacted the manufacturer only to find out that the replacement model offered by the manager was also discontinued. I called him back, but he reassured me that the fridge is available. The delivery takes usually 2-3 weeks, but because of the circumstances and my inconvenience he promised to get this fridge asap. I was asked to send him an email requesting the specific model #JFC2089WTB. Now I am patiently waiting for the delivery day.

After not hearing from him for 2 weeks I left a message for the manager. He did not call me back, so I called him again the next day. When I asked him when is the appliance being delivered, he responded that unfortunately , he doesn't have a good news for me, the refrigerator was discontinued and there is no replacement at this point.

I could not believe what I was hearing, I told him that he did not do his job and asked to speak to his superior. He refused, and said that there is no one above him and that he is the only one to speak to. I am without a refrigerator for over 2 months, I requested a full refund for my refrigerator and panels since they can not replace the fridge , his answer was absolutely not.

I am completely fed up with these people, they are ignorant and insensitive to customers problems. I have been nothing but patient for over 2 months, I understand that there is no replacement for the model, I am willing to get a refrigerator with a different finish, but I am requesting a full refund for the refrigerator with panels. I paid for a 10 year warranty, if they can not keep their promise then I need to be refunded my money .Desired Settlement: Full refund for my refrigerator with panels or replacement model that will fit my panels. Thank you.

Business

Response:

Tell us why here...This customer must contact the head of our wholesale/builders division, Rick T[redacted] at [redacted] because they are not a customer of any one of our stores and that division is the only one that can assist them .

Review: Complaint against: P.C. Richard & Son Inc. aka P.C. Richard & Son, [redacted] Location: [redacted] I purchased a Kitchen-Aid refrigerator on 11/**/13. Since the purchase, my refrigerator has been constantly in disrepair. The walls of the refrigerator are cracked and water is leaking to the floor of the refrigerator. The drawers of the refrigerator are all broken. I have had numerous service people try to rectify this situation, but to no avail, the problem still exists and is worsening day to day. I have constantly reached out to P.C. Richards & Sons via phone call and email, however they have not contacted me back. I have a 10 year warranty on my refrigerator, I need your help in rectifying this situation, since I have not reached a resolution with P.C. Richards& Sons.Desired Settlement: I would like a new refrigerator, because it is too damaged for a 2 year-old refrigerator. I can no longer store my groceries. My groceries spoil easily. The water that falls to the floor of the fridge leaks onto my hard-wood flooring, causing damage and requiring constant clean-up. I would greatly appreciate your help in this matter. I hope to hear from you soon. Thank you!

Business

Response:

Tell us why here...The last service call on record was in November 2015 but in December 2015 the customer was instructed to take pictures of the cracked walls and mail them to PC Richard & Son 200 Price [redacted]: Diamond W[redacted] or e mail them to [redacted] one of our supervisors so that she can make a decision regarding the exchange of this refrigerator. To this date we have not received those photos. If they are unable to take those photos we suggest that they call us at ###-###-#### and have the telephone representative set up another service call and then have our tech take those photos or have him contact Ms. W[redacted] while in this customers home so that we can expedite a resolution to this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I have emailed diamond w[redacted] at [redacted] on 12/*/2015 at 11:11 PM from the email address ([redacted]). I have evidence of the emails sent. I sent 3 consecutive emails labeled Refrigerator Part 1, Part 2 and Part 3(which was a video) to [redacted] and also to [redacted]. Therefore, both employees should have record of these emails with the photos. I will attach screenshots of these emails sent. Till this date I have not received a response back from management.

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

Sincerely,

Consumer

Response:

The technician came in last Thursday(2/*/16) and took photos of damaged refrigerator. No one from management called me regarding a resolution. I called them yesterday twice at 11:32 AM and 11:37 AM, I asked to speak with Diamond. They said she was busy and would return my call later that day. I still have not received a phone call back from Diamond or P.C. Richards Management. It has been almost a week since the technician came to my home, please help me seek a resolution. Thank you!

Business

Response:

Tell us why here...Tech was out the other day and has submitted photos of the cracked liner which are being reviewed by Diamond W[redacted] one of our supervisors. Diamond will be contacting this customer regarding a possible exchange due to the cracked liner situation. This customer can reach Diamond directly at [redacted] and ask for her.

I would like to amend an earlier review regarding a broken refrigerator and the customer service failures on P.C. Richard and Son. I received a call from Michael at P.C. Richard & Son corporate office. He was very helpful to me and understanding of my situation. He offered compensation for my trouble and as a result I will definitely give P.C. Richard & Son another shot. I have shopped at P.C. Richard & Son several times in the past and always received good customer service. I think this past experience was just one major fluke and I am happy everything finally got resolved in a satisfactory way. The only reason I am not giving them a 10 is because of the ordeal I had to go through to get this resolved.

Purchased a TV worth $500 and paid an additional $100 for 5 year extended warranty. Recently, the TV stopped working. Contacted PC Richard and Son's [redacted] location and got a service scheduled. Technician replaced a part which did not fix the issue. PC Richard sent another technician who replaced another part with no success.
Contacted PC Richard again, this time they told me to go pound sand, and the store manager named Arthur M[redacted] (he said he was the manager on phone, not sure if true name/designation) was the rudest person I ever talked to. He basically told me that I should be happy that the technician came over for $100 or else I would have to trash the TV.
Are you serious? This is how you talk to talk to your customers? And this is what your so called extended warranty includes? A crappy product, with crappier service, and rude support. PC Richard and Son, you may have made $650 more of me, but you have sure lost me and my family and friends as your future customers. You can go pound sand now. I will never do business you you again.

Review: I purchased a Samsung refrigerator on 1/**/15 that was delivered 2 days later.

The delivery people damaged wood door trim bringing unit in and when they left I noticed several small dents in each door and unit was missing a kick plate. I called the store doors and kick plate were ordered 2 months later service was set to install door-kickplate. When the repair man called to confirm my Saturday apt he asked me if I had the 3 door's, which I did not. They were at the [redacted] store, he refused to pick them up, a sales woman had to deliver then to my house and return for removal. He claimed it wasn't his job to bring parts or remove parts. I am still waiting for kick plate 6 months later I am assured it's on order once a month. Also still waiting on repair person to come fix damaged door trim 6 months later.

I just called local store and was told I need the serial number for kick plate to be reordered. At this point I think unit should be taken back, my money refunded, door trim repaired and I should purchase a new unit else where

This has to be the worst customer service ever

[redacted]Desired Settlement: At this point I think unit should be taken back, my money refunded, door trim repaired and I should purchase a new unit else where I also paid for a service contract that would need to be refunded also

Business

Response:

Tell us why here...As per our parts department, they checked with Samsung and there is no kickplate for this refrigerator. The other refrigerator issues were already taken care of and if customer had damage done to their home they should have been advised to file a damage claim at ###-###-#### with a telephone representative and they would have been given instructions as to how to proceed. We do apologize on belhalf of the store personnel if they failed to give this information to this customer at the time these issues took place. A pick up of the refrigerator which at this time has no issues for a refund is not an option. If this customer needs additional information regarding these issues they should contact us at ###-###-#### and have the telephone representative get a supervisor to assist then rather than have them deal with the store which obviously has not followed up on this customers concerns.

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 was called by the corporate office this morning, My kick plate that they claim dose not exist was delivered to another store and they used it. It may be called a grill not kick plate how ever most refrigerators do not have a 2 inch gaping hole in the front. So it would seem someone didn't look up any information on the appliance before they responded with the answer. Model dosen't have a kick plate.

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 do apologize for the kick plate issue but our parts department cannot be responsible for Samsung's web site which displays this refrigerator with no kick plate and no part number to order a kick plate. What would have been needed to be ordered would have been a toe plate but no where is that made clear. That being said, we have been informed by [redacted], the executive assistant to [redacted] that she spoke with this customer this morning and the customer will be getting a new refrigerator in exchange for the one that they currently have. Hopefully, that resolution will satisfy this complaint.

Consumer

Response:

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

Sincerely,

Review: On 2/**/15 I purchased a washing machine from pc Richards.Immediately,there were many issues with the product. I contacted the Revdex.com and the issue was resolved by replacing the washer on 5/**/15.Now I am having similar problems with the current machine. A repair person recently came out but I was totally dissatisfied with the outcome. I am just tired of being sold defective products. It is very aggravating!! I would just like a refund so I can wash my hands of them..Thank youDesired Settlement: I just want a refund and be done with this company

Business

Response:

Tell us why here...A refund is not an option. The customer has been given credit to exchange or reselect to a new washer. All the have to do is contact the [redacted] at the store where their purchase was made and he will be able to process the exchange for them. If they want a different make or model, then they will have to go to the store to reselect.

Consumer

Response:

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

Sincerely,

Review: On ** March 2013 I purchased a GE Profile refrigerator (price = $2,599.97) from PC Richards located at the following address: Union Square Store #**, [redacted]. I explained to the salesman that the refrigerator was to be delivered to my house located on Fire Island which is an island off the coast of Long Island. I was asked if I wanted an extended warranty for an additional $299.99 which would cover parts and repairs pass the one-year manufacturer's warranty. I told the saleman that I have a management company that does repairs to appliances and that they are GE certified and they are located on the island where the refrigerator is located. I WAS TOLD THAT WAS OKAY AND THAT THEIR EXTENDED WARRANTY WOULD COVER PARTS AND LABOR. Last year, I called the management company to tell them the unit was not working. I paid over $100 for them to defrost the unit. Apparently, the entire unit froze up and didn't want to work. I thought it was a fluke incident. Last week, the entire unit stopped working (again!). I called the management company and once again, they charged me, this time $206 to, once again, defrost the refrigerator. I called PC Richards to see if they would cover the cost, and they replied that would not, since I used an outside (albeit GE certified) company "repair" the unit. I told them the unit is still not running properly (bottom freezer working but not top refrigerator) and I wanted them to cover the cost of $206 charged to me. They refused. They did, however, offer the come out and check the unit. They were to call me on Monday (today) and set up an appointment. As of 5:15 pm Monday, Aug **, no one has called. I am going on a full week with a broken $3000 refrigerator sitting in my kitchen and over $300 repair bills.Desired Settlement: I want my $299.99 charge for the extended warranty refunded. I feel PC Richards is trying to weasle out of the agreement AND for the inconvenience/loss of food for going this long (the call went in to PC Richards on Saturday Aug [redacted]) without any contact back for repairs. I had no choice but to call the management company (again) to see if they can detect the problem. I will be hit for another house visit which will be about $125. POOR CUSTOMER SERVICE AND BREACH OF AGREEMENT ON THE PART OF PC RICHARDS. The sad thing is that I have purchased many items at PC Richards in the past, both in the city and Long Island, and I always thought of them as a good company until now. I have to renovate my kitchen in the next two months and was hoping to use them as a local company with good prices and service.

Business

Response:

Tell us why here...As per our service manager all Fire Island service calls are pre screened for parts needed so that when our tech arrives he will already have the parts needed to complete the repair with him. We have no problem refunding the extended warranty which then would mean that all future service calls would be on a COD basis. I suggest that this customer contact our service manager at [redacted] and he will be able to assist him and explain the proceedures for Fire Island service calls since they are unique.

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, [redacted]

Review: Had a fridge delivered, Four days after we closed on our home. The delivery people ripped a hole in my kitchen floor. This happened about a month ago

still getting the runaround from customer service and their vendor people about fixing my floor. They have not even come out and look at the floor.Desired Settlement: Repair or replace my kitchen floor. Or a partial refund so I can get the floor repaired or replace.

Business

Response:

Tell us why here...Damage to home claims are all handled by our Damage Control Department. Customer should contact [redacted] give him their invoice number and he will be able to assist them.

Consumer

Response:

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

Today 7/* is a month since this has happened. With all the phone calls back and forth this is the first time this name/email to contact has been given to me. As I write this someone is at my house replacing my floor.

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

Sincerely,

John Cameron

Business

Response:

Tell us why here...Ok. So, I guess this complaint will remain open until the repair is completed.

Consumer

Response:

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

Sincerely,

Review: We asked what the cost of installation would be for two slide-out 10,000 BTU's air conditioners to be placed in casement windows. We asked 4 different P.C Richard affiliations: [redacted], and P.C. Richard's" live Chat." All 4 asked us for our zip code. All 4 quoted the same price for installation: $130 per air conditioner, for a total of $260. When we actually ordered the 2 air conditioners from [redacted], we were again quoted $130 installation per air conditioner. However, we were actually charged $230 per air conditioner, plus $40.83 tax, for a total of $500.83. While the air conditioner in the bedroom was being installed, the service person broke the window glass in several places. This broken casement section was 8 inches above the section where the air conditioner was being installed, and in no way connected to the area in which the air conditioner was being installed. I asked the service person to repair it, but he refused. Both service people called themselves "[redacted]," and said that they were father and son. They left an enormous amount of broken glass, old a.c. parts, debris, etc., which took us 2 hours to clean up. They cleaned up a minimal amount themselves We also reported it to the salesperson at [redacted]. He advised us that the service people"[redacted] and [redacted]" who had initially installed these conditioners had a "bad reputation" with their boss - they worked for Buckley Management - and with P.C. Richard, but he would not do anything about it. He said that Buckley Management was the only installer hired by PC Richard, and that nothing could be done. Our building handy man repaired the broken window and charged us $100. The initial air conditioner installation was defective in a number of ways, including plexiglass that was improperly cut and improperly glued. We were charged $75 per window for the plexiglass, which was the price we had been previously quoted. However, when other service people returned to repair the plexiglass, we were charged an additional $60. I lost a total of 6 days from work because: on 3 days they completely failed to show up as agreed and scheduled; and on two days it was because they had to return to repair their poor installation. Ultimately, we were forced to exchange one air conditioner for another,(more expensive one) because the owner of the install company, [redacted] of Buckley Management, refused to admit that the initial installation of the air conditioner was faulty, and refused to repair it, or the broken window, or the improperly cut and improperly glued plexiglass. He simply told us to buy several fans for the room. The initial air conditioner rattled, the compressor did not work at all, the fins could not be moved to another direction, and there was no insulation/foam installed inside the unit. It was simply easier for us to purchase a new unit. It should be noted that the two service people who subsequently repaired the plexiglass - [redacted] and [redacted] - appeared to do a good job.Desired Settlement: We are requesting a total of $400.83 to be refunded: We were charged $500.83, when we should have been charged $260, for a difference of $240.83. We paid the building handyman $100 to repair the broken window which Buckley broke and refused to repair: $100.00 We paid an additional $60 for the plexiglass that was incorrectly initially installed and for which we had paid $150: $ 60.00 The total difference due to us is therefore: $400.83

Business

Response:

This issue will have to be resolved by the customer with our head of installations. They should contact our installtion department managers at[redacted] or [redacted] as they are the only ones that can make any refund adjustments on installation issues.

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:

Our complaint has neither been accepted nor resolved as yet. On 6/** (today), we received the following message:

"This issue will have to be resolved by the customer with our head of installations. They should contact our installtion department managers at [redacted] or [redacted] as they are the only ones that can make any refund adjustments on installation issues." We responded today, (6/**) and sent an email detailing our complaint to both department managers, as well as sending a copy to [redacted].

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

Sincerely,

Business

Response:

As per notes on our system from [redacted] out installation manager, a check request was issues for $120.00 on 7/*/13 as full and final settlement for a broken window. If that is not what the customer agreed to with [redacted], then I suggest that they contact him again. I also see that a refund of $282.87 was also processed on 7/*/13 and refunded back to the customers Visa card. I have no idea what that was for.

Review: I purshased a haier dryer and washer from pc richards on may ** 2012

it was under warranty for one year. the dryer had to have service three time in 6 months time every service person that came told me yhat all defective parts were changed , its now a year and half later and the dryer does not dry pc richards told me to call the haier company when I called them they told me to call pc richards

icall [redacted] and spoke to a supervisor he told me that there was nothing they could do

I paid 356.00 and I can not get any help with this apparently defective machineDesired Settlement: iam a single mother of one child I only do laundry twice a week this should not be happening

Business

Response:

The problem is that the customers manufacturers warranty ran out in May of 2013 and they do not have an extended warranty with us for repairs. They should contact [redacted] to see if they will allow a free service call as a concession due to previous service issues with the dryer. Other than that all we can do is service it on a COD basis.

Review: Recently purchased a lg dishwasher in May from PC Richards. Lately I have been having an issue with a drainage pump and called their call center to schedule a service appt. unfortunately I had to wait a week and a half to arrange the appropriate date and subsequently took the day off of work. On the day of the appointment the tech rep provided me with a 3 hour but never showed up and received a call from PC Richards that my appt had been cancelled. After barely missing the call, I ran outside to see if the tech rep was still out there and he was not. I called PC Richards back immediately and was told that I need to reschedule. I am very disappointed that, not only my dishwasher is faulty after 6 months but PC Richards can not repair their equipment when promised. As a result of this behavior I have to take another day off from work and am forced to stay home for another 3 hour window. The process of calling their call center is not pleasant and their customer service reps are down right rude. I've spent many thousands of dollars to support this regional business when many big box stores provide lower costs and better service support.Desired Settlement: Desired Settlement: A Phone Call

Business

Response:

I do not understand. According to the notes on our system regarding this customers invoice [redacted], one of our techs was at their home today and serviced the dishwasher and it tested ok when he left. The tech cleaned filter and drain undersink and secured and repaired the connection on the drain pump assembly. If that is not the case, I suggest that the customer call us at ###-###-#### and ask to speak with a supervisor.

Review: I am a senior citizen on a fixed income. I have been a loyal customer of P.C Richards for quite some time. I appreciate their business and the service that they provide. This is the first time that I am completely dissatisfied with the service. I purchased an oven and a warranty with it. the warranty ran out because this specific item was purchased 5 years ago. The pilot light on my oven went out. I called the company and was told that it was the thermostat. A date was set and a gentleman came out to repair the issue. I was billed for a new thermostat and was given a 90 day warranty with this new item. I was satisfied because my oven was working once again. When I finally decided to make a meal utilizing the oven I realized that it did not heat up as it used to. Now I never had any problems with this oven before and it worked quite well beforehand. I was charged for the repairman to visit the house and to repair the stove so I could not understand why it was not working again. I was still somewhat upset that I was never contacted about my warranty expiring but since I had a 90 day warranty It was my belief that the repairman would come back to the house and fix the issue. This as not the case. I was told one would come to my house and a date was set up. I had to deny access because I later was told that if there was something wrong with the stove I would have to be charged again not only for the visit but for the stove to be fixed once again. I could not understand why when the repairman just fixed the oven and the heating was fine before hand. this was not my fault. I only requested for my oven to be fixed and I paid for the service. What is the point of having the warrant if it cannot be used. when I asked these questions the response that was given to me was " do you want it done or not?" I do not appreciate being talked to in such a manner and treated so poorly. I would only hope that something can be doneDesired Settlement: I would like my oven to be fixed correctly. I would like the heat to be restored the way that it originally was and for this matter to be taken care of. I would also like for the company to treat their customers better than the way that I was treated

Business

Response:

This customer should contact us at ###-###-#### and have the telephone representative have their [redacted] set the new service call set up as a "rehash" and if it is the same problem we should do the call at no additional charge to the customer. They also can contact our [redacted] at [redacted] and explain the situation and he will be able to assist them.

Review: I PURCHASED AN EXPENSIVE APPLIANCE FROM PC RICHARD (REFRIGERATOR).

UPON DELIVERY OF PRODUCT - PIECES OF THE APPLIANCE WAS MISSING AND COULD NOT BE COMPLETED FOR INSTALLATION.

THE INSTALLATION OF THE APPLIANCE THAT I HAVE PURCHASED HAS BEEN RESCHEDULED NUMEROUS TIMES THROUGHOUT THE WEEK.

PC RICHARD HAS GUARANTEED ME VIA EMAIL NOTIFICATIONS TWO TIMES OF COMPLETING THIS INSTALLATION…BOTH TIMES THEY HAVE NOT ARRIVED.

THIS HAS BEEN EXTREMELY FRUSTRATING AS I HAVE BEEN WAITING PATIENTLY FOR MY FRIDGE TO BE FULLY INSTALLED AND COMPLETED.

BOTH TIMES I HAVE TAKEN OFF WORK TO WAIT FOR THE INSTALLATION CREW TO ARRIVE AND COMPLETE INSTALLATION.

PC RICHARD WAS SUPPOSE TO ORDER THE MISSING PARTS FOR THE FRIDGE AND HAVE NOT DONE SO.

I AM EXTREMELY UPSET AND MY PATIENCE HAS DWINDLED!!Desired Settlement: SIGNIFICANT DISCOUNT and or TOTAL REFUND on the merchandise!

Business

Response:

Tell us why here...I do not blame the customer for being upset. It does look like something is set up to resolve the issue on 2/**/15. The customer should contact the [redacted] and his [redacted] regarding compensation or a pick up of the product in question for a total refund.l

I purchased a tv to be installed and the old tv taken away. We were called the day before that the delivery would be by 11am the next dat which is January ** 2016. By 1pm I called the store and notified them that the tv was not delivered. I was told they were 40 minutes away. After 1 and then every hour I was told the same story by the store manager . I requested that the driver call however he never did. I believe this company cherry picks who they wish to serve and when . No respect at all it is now 4:45 and waiting for store manager lopez to call me back.I never had such poor customer service. I will not recoment this service to anyone. I will blog this on all social media.

Review: I purchased a smart TV by LG and hooked it up for the first time in March 2013 after I finally moved back home after Hurricane Sandy. My first set was destroyed. On July [redacted] it was no longer working. I have in-home service but they were not able to repair it and took it to the shop. I have been without TV for 3 weeks. [redacted] electronics was extremely rude. They initially took it to the shop because they said it would be faster. When they finally repaired it, they said I had to come get it and refused to set an appointment to return it. They hung up on me and said I was refusing my own TV!! The man at [redacted] was so extremely rude that he actually reduced me to tears. PC Richards was aware of this. It was a brand new television and I should not have to go through all of this. It has been a nightmare.Desired Settlement: New TV or store credit.

Business

Response:

The customer is 100% correct. Unfortunately we have nothing to do with [redacted] service as the customer probably called Samsung direct for this repair and they sent [redacted]. He should make Samsung aware of this situation. I do not know why the customer did not call us for service as we service what we sell and are authorized to do Samsung repairs under the manufacturers warranty as well as under our service contracts. I have no idea why Samsung did not refer this customer to our service department but I will make our service manager aware of this.

Business

Response:

Just get the TV back from [redacted] and then call us at ###-###-#### and have a supervisor process a credit to exchange the TV or give you credit to reselect. Our service center is located off route 110 in Farmingdale (FYI) . In the future if you need service you should call us at ###-###-#### and we could set up next day service and most likely repair the TV in your home or if it has to be pulled to our service center our turn-around-time is 3 to 5 business days.

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 purchase a Whirlpool Refrigerator in February 2013, and it stopped working in March 2014. One month past the warranty. This was a floor model and did not come with a care guide or instructions. I was not told I could purchase a longer warranty. I charged this item on a credit card for 24 months, no interest, so I still owe money and the refrigerator does not work. PC Richard told me to call Whirlpool to see if they will cover the service. Whirlpool will cover parts but not labor but I cant afford to pay for the labor. Whirlpool sent a company to my home, Wind Service, but I could not pay for the labor so they did not fix even look at it, they left. I called PC Richard after the company from Whirlpool (Wind Service) left my home today, and they sold me a warranty for $200. PC Richard's customer service was rude and did not seem to care about my problem. I lost a day of work and all my food. They said I would have to pay for parts and service, at least $179.00 for a service call. Customer service said it would be cheaper to purchase a warranty. I had to charge the $200 warranty to my PC Richard credit card, and now they will come back tomorrow to see what is wrong, so one week has gone by and I still do not have a solution or a refrigerator.Desired Settlement: I think after 13 months it must be a lemon. I want a brand new refrigerator and a check for $500.00 for the food I lost.

Business

Response:

I do not understand the complaint. Customer is scheduled for service 4/**/14 and we are covering that service call under the 5 year service contract that we were nice enough to sell them "after the house burned down" to coin a phrase. We did not have any obligation to do that since their manufacturers warranty had expired and Whirlpool was not willing to cover their issue under their manufacturers warranty. Now we will have to absorbe the entire cost of this repair and all other repairs that may be needed for the next 5 years even though we already knew that they were in need of this service before we even sold them the contract.

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]

What do you not understand? You sold a defective product that broke one month past your warranty. I had no choice but to purchase a service contract for 5years and spend an additional $200. You should replace the entire product, or should I say "rebuild my burned down house". I lost everything in my refrigerator, a days pay, and I still do not have a working refrigerator. Your service man came and left without fixing your product, two days in a row, 4/*/14 and 4/*/14. I am told he needs to return again. Your customer service was not nice and I do not appreciate your phrase! So your repair man came and said my refrigerator needs a "starter", like in a car, but he did not have the part with him. Now I have to wait for another repair man to come to my home and fix my defective refrigerator. I will be sending an additional complaint to [redacted] in Michigan against Whirlpool.

In order for the [redacted] to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have done more than was required in order to try to make things right. It is not our fault that the customers manufacturers warranty expired and that Whirlpool did not want to do anything to assist them. We did not manufacture the product. We believe that we have done more than we even should have in order to assist this customer. What insurance company would sell anyone a policy after the house burned down or after their auto was already in an accident??????

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: PC Richard sold me a Whirlpool washing machine appox. 13 months ago. The washing machine no longer operates. I called PC Richards for service over 30 days ago. They came my home three weeks later and before they even looked at the machine the driver called from the street and said that he would not come up to my apartment or fix the machine unless I was ready to pay $700 to fix it. I said the agent on the phone said that all repairs cost $170 for labor. I also said that no one from PC Richards had even looked at my machine, how could they possibly know what needed to be fixed and that it would be $700. I agreed to pay if it needed the parts he suggested just to get him to come to my home. He came and spent two minutes looking at the machine and said he would be back the next morning or the day after that with the parts necessary. That was over 10 days ago and PC Richards has not fixed my machine and they will not provide me a customer service manager when I call.Desired Settlement: I need a new washing machine and they should replace.

Business

Response:

Customer is scheduled for service with the parts needed to complete the repair on 12/**/14. Customer is out of the manufacturers warranty and does not have an extended warranty with us, so this call is on a COD basis.

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 told numerous times by this firm that the matter would be resolved at some date in the future at some un-determined price. I have not had the issued resolved at this time.

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

Sincerely,

Business

Response:

I do not understand. What is there to resolve???????????? Customer is scheduled with parts for 12/**/14 it is a COD call since they do not have any warranty and the COD including parts & labor is $324.95 if they want us to repair it. Customer was also made aware of the $169.95 plus parts when they first placed the service call on 12/*/14. This complaint makes no sense whatsoever. If they do not want us to repair it they should call us at ###-###-#### and cancel the call that is scheduled for 12/**/14.

Consumer

Response:

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

This type of language, inflammatory spirit and disregard for the customer are at the very heart of this complaint. I have experienced the type of interaction from the very start of this matter. The fact is that this washing machine is barely one year old and purchased in good faith from a PC Richard store and with a recommendation from the sales agent is case in point on why there should be proper service. The original complaint/service call was logged on 11/*/14 (almost 40 days ago) not 12/*/14 as stated by PC Richard in prior post. The original service agent that came to my home on 12/* for a 5 minute visit and originally told me he would not come up from the street unless I agreed to pay $700, then told me he would return to complete the repair on 12/* (2 days later) and never returned nor did I hear from PC Richard again about that date. This most recent post is the first time I have received confirmation of cost and completion date. The reason this matter is unresolved is that the machine in question remains out of service.

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

Sincerely,

Review: I purchased a washing machine on February **,2015. It's only been 3 months and I am having so many issues with it.The repair people came out twice and supposedly "fixed it".The issue was never fixed. i'm about to call them again and it's only been 2 days.this is very frustrating and aggravating.The product that was sold to me is definitely DEFECTIVE!!!! I would like to have it replaced or my money returned to me. I did NOT get what I paid for...Desired Settlement: I would like my money refunded, or at the least,my appliance replaced

Business

Response:

Tell us why here...I have placed a return authorization on the customers invoice [redacted] so that they can contact the store [redacted] at the store where the purchase was made and he will now be able to process an exchange of this washer for a new one.

Consumer

Response:

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

Sincerely,

Review: I am submitting this complaint because PC Richards is refusing to replace my 2 year old oven that exploded in my home and insists on repairing it instead, which is a major safety hazard.

I purchased a ** gas range from PC Richards in October 2013 in addition to a service contract with PC Richards for the appliance.

On December **, 2015 while using the self cleaning feature on the oven for the first time, there was an explosion in the oven 1.5 hours into the self cleaning process. There was a loud bang from inside the oven and a flame shot out of the front left burner on top. It tripped the circuit breaker and shut down. We immediately called our plumber who came and shut down the gas valve to the oven. We called ** who sent a repairman out to evaluate the oven on December **, 2015. It was on that service call that I realized that our service contract was with PC Richards and not ** directly. At that time I called PC Richards to go through my service contract with them. The sent a repairman out for evaluation. The repairman was from [redacted] and told me that although there were parts that could be replaced he could not assure me that the range would be safe for use. He could not confidently say that the repair would solve the problem that caused the explosion initially. PC Richards is insisting that the oven be repaired to test the safety of the appliance, jeopardizing my family and my home. I have spent the last week on the phone numerous times trying to get someone to understand why it is unacceptable to "try" fixing a gas appliance that has exploded once and may explode again in my home after the repair has been made. I received numerous excuses and delays putting me off over the course of the week. While the manager, Diamond, said she completely understood my safety concern, she first told me she needed time because it was during the Christmas holiday, then it was right after Christmas and they were very busy and needed more time. It is now December 31, 2015 and I have finally contacted Diamond after 3 days of patiently waiting for a resolution she told me she was working on. Diamond has now informed me that PC Richards will only repair my range and this time and see if it works since it is the first time this problem has occurred. When I re-expressed my dire concern for safety once again, she informed me that if I had called the gas company first, they would have deemed the appliance unsafe and I could then have a replacement. Unfortunately, because I was unaware of this necessary procedure and called my plumber to turn off the gas, that they could only offer me a repair. I feel that PC Richards is using a loophole to avoid replacing an unsafe appliance, putting the onus on my honest error to not call the gas company first. I cannot accept a repair of my current gas range because I do not have any confidence that the repair will create a safe appliance for me to use. I feel this way because had I known to call the gas company first, PC Richards would have been replacing my oven without issue, as Diamond has told me.Desired Settlement: My desired outcome is to receive a replacement gas range of my choosing in the value of what I paid for the initial range to fulfill my service contract.

Business

Response:

Tell us why here...We have given [redacted] service the authorization to replace all parts necessary to insure that this issue will be resolved and that there will be no safety issue in the future regarding this oven once that is done. If [redacted] informs us that they cannoy guarantee that then we will give this customer credit of what they paid us in 2013 toward the reselection of a new oven. If that is done then the remainder of their extended warranty with us will be satisfied by this exchange. Diamond is one of our customer service supervisors and this customer can contact her at ###-###-#### once [redacted] makes that determination.

Consumer

Response:

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

I am not satisfied with PC Richard's response to my complaint. First, the details of the response are inaccurate. [redacted] is not the company they sent to evaluate the oven, nor order the parts from. PC Richards sent [redacted] Most importantly, the service repair man from [redacted] told me directly that although the motor, gas valve and mainboard seem to be the parts that need to be replaced to have a functioning oven at this time, he could not say that those parts were what CAUSED the explosion. Those parts could have just gone bad FROM the explosion. Therefore, he could not guarantee the safety of the appliance once the repair is made. He told me he would not feel safe with the repaired oven in his own home. I have asked Diamond numerous times what guarantee I have regarding the safety of the oven if it should be repaired. Are they going to stay in my home and run the 3 hour self clean function to make sure it doesn't explode again? I have not received a reasonable answer to how they will be sure the oven is safe for use once the repair is made. My concern is that the repair will be made and they will say it works and is safe and then another dangerous explosion will occur. Is that how PC Richards is suggestiing they will know if it was not safe? I need a logical explanation and guarantee of safety. Diamond told me she could not make that guarantee.

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

Sincerely,

Business

Response:

Tell us why here...Customer has been given full credit of what they paid us in 2013 to exchange that gas range for the same model or to use that credit to reselect a different make and model. That credit is on invoice [redacted] and they can go to any one of our showrooms to use that credit. If they choose a make and model that is more than the credit that we have issued then they will be responsible to pay the difference in cost. We lso will carry over their extended warranty to the new model that they reselect.

Consumer

Response:

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

Sincerely,

Review: I recently purchased a dryer from the store and was given a discount on the delivery/installation charge as well as free accessory kit. The total purchase amount, including the discount, came to $618.99. However, my receipt shows a total price of $686.50 plus $57.49 tax totaling $743.99. Since I only paid $618.99 the receipt lists a balance due of $125.00 which is actually the total of the discount given. Though the receipt says balance due, I was told by the salesman that I would not have to pay it. My issue is that in writing the bill this way, I am being taxed on the $125.00 I was discounted even though I am not paying it. Based on my calculations, I was charged a little over $10.00 in tax for products and services that I did not have to pay for. This strikes me as extremely unethical and possibly illegal.Desired Settlement: I wish to be reimbursed the tax amount that I was unjustly charged which amounts to a approximately $10.47.

Business

Response:

Tell us why here...In the interest of closing out this complaint I will refund the 10.47 that the customer is complaining about. It would take too long to have the store manager try to explain how or why it was billed that way.