P.C. Richard & Son Inc.

Review: I had bought a Maytag dishwasher last Fall of 2013 and bought the protection plan from PC Richard

October - November 2013:

1) The first time I used dishwasher, I noticed a lot of suds coming out of the dishwasher I called PC Richard.

2) They sent a 3rd party service contractor to investigate and repair. He said that it looked like it was not installed properly, then spent about 2 minutes to do something (looked like raising the level of the dishwasher), and then told me it was fixed.

3) I ran the dishwasher and still had oversudding leaking out of the floor and called PC Richard back.

4) PC Richard sent their own technician who elevated the dishwasher once again and said to look at the detergent I used. I showed him the detergent and he confirmed it was okay for the dishwasher. Also I told him I use very little (less than 2 teaspoons) and he said that should be good. He said dishwasher is fine now. However, the elevation of the dishwasher is so high now, that I cannot press the buttons without pulling down the dishwasher door first.

5) I ran the dishwasher overnight. In the morning there were suds over my wooden floors. It had been there all night so the floor colors had all faded and it is ruined.

6) I call PC Richard back again to discuss this. I was told that they would file a claim internally and I would be called by the their claims team to follow up on damage estimates and come take pictures. I offer to send them the pictures I took but the customer service person said their other department would be in touch with me.

7) Over the next couple weeks I called many times, each time, was advised that the claims department was working on processing it and be in touch with me.

Late November - March - April 2014:

1) I had business trip to Asia for 3 months.

2) Called PC Richard stating that I had not received any letters, phone calls or e-mails regarding my claim. Tell them that my dishwasher is still broken and I am afraid to use it and remind them again about the buttons. PC Richard tells me that it's probably an issue with the machine and they will replace it. They come and replace the machine.

3) Machine runs fine now but runs in to an electrical problem. I call PC Richard, they said I need to find an electrician.

4) I hire a 3rd party electrician who tells me that the Dishwasher was not reinstalled following the proper electrical codes. The wiring was bad which was causing the dishwasher to malfunction and had potential to start to a fire.

5) I still have not heard from PC Richard regarding my claim.

July 2014:

1) I call PC Richard regarding another problem with the dishwasher (there is a strong odor). I remind them regarding my claim.

2) PC Richard tells me there is nothing they will do about the claim and that the original dishwasher they replaced, they had already gotten rid of it. They tell me that nothing was their fault and they will wont be able to do anything.Desired Settlement: Repair the damages to my hardwood floor.

Business

Response:

All the information regarding damage to home claims are handled by [redacted] at our customer help department. This customer should contact him at [redacted] and he will be able to give them all the information they need as to why this claims was denied(if that is the case). or what is happening with it (if anything).

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: We have had 11 repairs on our Frigidaire Refrigerator. They have replaced parts and this frig will still not work. In the process they dented door and say it s not under warranty repair. 11 days off work to get a 4 week old refrigerator to work and its still not working correctly. At this point we are shutting unit down and going to purchase something to get us through this time.Desired Settlement: Since we purchased other matching appliances we would like an exchange.

Business

Response:

Tell us why here...Customer can contact the store where their purchase was made and they will be able to process the exchange for a new refrigerator as we have issued a return authorization for the refrigerator in question.

Review: On December *, 2015, I ordered Whirlpool refrigerator. On February **, 2016, it stopped working. Consulted manual. No information regarding fixing issue provided. Contacted PC Richard & Son. Technician scheduled for February **. Technician cancelled due to weather. Weather is mild in the 50s.

As a result of refrigerator not working, all the food has spoiled. The appliance failed to work as anticipated. Customer service at PC Richard & Son has been very poor with absolutely no determination to resolve matter by simply removing appliance and refunding our money for a defective product that does not function along with unreliable customer service that resulted in cancellation of service that was scheduled.

Confidence is lost, reliability is shattered, reputation tarnished. I will not pay for an appliance that does not work and servicing new appliances indicate poor future reliability of product. PC Richard & Son's poor record of product reliability does not yield confidence to continue business with this particular retailer.

Therefore, it is my intent to have PC Richard & Son remove defective appliances and reverse charges. Manager at PC Richard & Son refused to resolve complaint by acquiescing request to remove appliances from premises and reverse charges.

Therefore, I have no recourse but to proceed with filing complaint with Revdex.com and exercise my right under the law as a consumer to refuse to pay for a defective appliance purchased from PC Richard & Son which does not function and are not reliable.

Manager at PC Richard & Son had been made of aware of dissatisfaction over product and service by direct call. Consequently, PC Richard support had been made aware of my decision not to pay for defective appliance and to remove them from premises by email. No response from email. Email was ignored.

In addition, technicians scheduled cancelled due to weather conditions, which are in 50s, drizzle and no winds.

Buying from PC Richard & Son has become a nightmare.

Manager at PC Richard & Son had been made aware of my decision not to pay for defective appliances and to reverse charges and remove defective appliances from premises by direct call. Manager refused to acquiesce request to resolve complaint.

Therefore, I have no recourse but to file formal complaint with Revdex.com because PC Richard & Son’s poor customer service and unreliable appliances. Manager was uncooperative.Desired Settlement: Immediate removal of Whirlpool Refrigerator and refund or reverse charges

Business

Response:

Tell us why here...Customer is under the manufacturers warranty and the service call has been rescheduled to 2/**/16 because of the weather conditions today. If the issue is not resolved at that time we will appeal to the manufacturer on the customers behalf for an exchange of this product. Any other issues must be resolved with our Internet Sales manager since this was an Internet Sale. He can be reached at [redacted]

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: we thought that the doors to the refrigerator had to be pushed closed in the beginning but it seemed to have got worser(my refrigerator was still on warranty at the time) had it less than one year,I have been waiting since October to get two doors to the refrigerator.

that were not closing, had to push them closed all the time. called pc Richard they told us we would have to wait 6-8 weeks to get new ones .at that time it was fine. after 8 weeks,I tell my wife to call them and find out what happened to the doors. they tell us it is on order that they will call us when they come in.

2 1/2 months later I tell her to call them about the doors, they tell us 2 more weeks, two weeks later they send the service man over he bring two doors he takes the right side off and puts the new one on, goes to take the other door off and said he has the wrong door (the left side)that he can not put the left side on, he has to get the one will take time. we thought that the right side was o.k. the service guy leaves and we notice that the right side door is not closing properly, it is hitting the crisper.

my wife calls them back and tells them the problem with the right side door they say that we have to call maytag and get there service guy to take care of the problem. we call maytag they tell us the service man will be here Saturday we wait all day he never showed up, pc richard made us the middle man. we call pc richard and ask for a new refrigerator. they were going to do it at first but balked at the thought. we definitely thought due to the problems that this is our right as consumers to have a new one from pc Richard since we bought it new, this is what we should have. (never mind a put together), here we are still waiting 41/2 months later we call them back and tell them the the frig is getting hot 60 degrees on the top spoiling the food,they send the guy over he was to wait 15 minutes but decides to leave. so now we are still waiting.Desired Settlement: we want a new refrigerator!

not something that is going to be rebuilt, I bought it new I want a new one should be no questions asked!

Business

Response:

Tell us why here...Customer is scheduled for service 2/**/16 and our supervisors will make a decision regarding an exchange based on our techs report after tomorrows service call.

Review: kITCHEN AID STOVE KGRS202BSS 1 is the absolute cheaoest made stove and dangerous in any household. The worst offense of the appliance is the smaller pilots turn off when on a low setting leading to a gas leak. CAme into the kitchen several times to find no flame and had to open windows. The next dangerous item are the knobs..two issues..if you reach over or around the stove and accidently brush up against a knob it turns on without a flame- gas leaking. The next knob issue is they get piping hot when the oven is on - burned my finger this past Sunday. The cosmetic problems with this stove is that is does not come clean. The black stove top is very difficult to clean and the oven barely self cleans....I have had this stove since Dec. and it looks 10 years old already. it has scratches on the top part from pots hitting the control panel. My replaced stove looked and worked better than this new one from Kitchen Aid. I had PC Richards come in twice and they did nothing and sent email to Kitchen Aid documenting my complaints.Desired Settlement: I want a replacement stove right away. I Have three children that use the stove while I am not here and I can not check that it is not leaking gas at all times. I want a better quality product. Safer Kitchen Aid should be ashamed of this product

Business

Response:

I have placed a return authorization on this customers invoice [redacted] so that they can go to the [redacted] store and reselect a different make and model range. They will have full store credit of what they paid us in December to reselect.

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: I purchased all new stainless steal kitchen appliances refrigerator, dishwasher, microwave and stove after renovating my kitchen. Approximately six weeks ago the appliances were installed. Last night when it rained heavily water started to come into the house through the microwave dripping down on the stove when it became high amounts of water it was flooding the new porcelain kitchen tiles. I called the contractor to ask him why the water was coming into the house from the microwave I thought it was something they did when they were working at my home on the outside when changing the patio pavers. The contractor was concerned when I told him I just came home from the hospital with foot surgery unable to walk in case of a fire I would not be able to get out of the house. The contractor then came to my home to check the issue. The contractor stated that whoever installed the microwave bent the vent outside which caused the water from the rain to come into the house. I then called PC Richards in East Hanover NJ where I purchased the appliances and they were not helpful in any way. They told me "Mam it is 7:30 in the evening and we can not take of this now" even after I told the salesperson that I had foot surgery and am unable to walk and this was a fire hazard. I asked the salesperson to call [redacted] who sold me the appliances to please call me back. [redacted] called me back and was not helpful in any way as well. He also stated it was 7:30 in the evening and they can not do anything but send someone in the morning to check this out. This morning on 9/**/13 two installers from PC Richards came to my home as promised and stated that the water was coming from the roof I responded "no it's not" I had the contractor here last night and the water was coming from the inside of the microwave directly from the vent outside. The P.C. Richards installer then said I will check it outside while on his cell phone he came back in the house and said to me "Mam it's not the roof" he took the vent out and brought it in the house to show me it was bent. I answered him that's what I have been trying to tell you all along, the contractor checked this last night and said whoever installed the microwave bent the vent. The installer then stated he took pictures and will email the company the report and that I should call the store and they will let me know where we take it from here. I then called the salesman [redacted] at the East Hanover NJ store he wasn't very helpful again denied that they would cover this problem and that he will give me the number I should call. I stated I don't have a pen close by and I couldn't walk to get one, I told him to call my son that he wanted to speak with him as well. My son then sent me a text with the number and said [redacted] wasn't very helpful just gave the number and got off the phone. I called the number ###-###-#### to follow up on the report and if this could be taken care of ASAP since there was water damage to my stove, microwave and tiles. I spoke with [redacted] and she stated the manager was working on this and would call me back. About an hour later [redacted] calls back ans states that this issue is not PC Richards responsibility and that I have to repair it myself. What happened to the insurance I purchased with the appliances and paid almost $400.00 for 3 years? Is this what these companies do force you to purchase insurance on new appliances and when something happens oh this is not COVERED what happened to my money I paid to have my appliances covered not even to mention if the installer damages something when he installs and causes damage to my home, a fire hazard and even could cause a death if I can't escape from the fire if I can't walk. Who would be responsible then? I would very much appreciate a response in this matter ASAP since I need a repair and replacement stove and microwave ASAP before it rains again I have even more damage.Desired Settlement: Replacement of microwave and stove. Repair or replace my vent they damaged so water doesn't come into the house. I will have my kitchen wall behind the stove checked to make sure there is no mold build up since this is a health hazard and I already had [redacted]. The new porcelain tiles behind the stove will be checked as well.

Business

Response:

According to the notes on our system, we did not install the vent in question which is the cause of the problem that she is having so we have not processed any damage claim for this customer. If she has any further questions regarding this matter she should address them to our New Jersey installation manager at [redacted].

Business

Response:

It is always sad to lose a valued customer.

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]

You didn't just lose me you lost many customers. I shared my story to all my friends and family and they all agreed that PC Richards are crooks, Just want your money but when something like this happens you all look the other way so long as my money went into your POCKET!! They also gave me good advise to take this story to 7 on your side since Revdex.com doesn't even flinch, was a waste time!!! I thought Revdex.com helps to solve an issue not really just emails back and forth. I just hope this gets posted so the public can get educated on your scamed business!

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

Sincerely,

Review: We gutted and completely remodeled our kitchen 6/2012. Purchased a Whirlpool (model # WRS526SIAE) side by side refrigerator from PC Richard on 5/**/13. It stopped making ice cubes. We called PC Richards for repair 12/** of ice maker. They sent a service tech from a company that they sub-contract to called [redacted]. The contractor told us, we had too much food in the freezer. We followed all his instructions. He said to remove food, defrost refrigerator and the coils in the back of the refrigerator will defrost to increase water flow and the ice maker will resume. After doing this instruction, the ice maker didn't make ice. On 1/*/15 we noticed water had saturated carpet in one of the rooms behind the kitchen but couldn't figure out where it came from. I noticed a large puddle of water underneath refrigerator and across kitchen floor. When I pulled the refrigerator out. The wall was molded, paint peeling, bottom cabinet side was warped, wet with water damage. We called PC Richards, they sent the same repair person from [redacted] on 3/**/15. The tech changed the temperature of the refrigerator and stated it will help with ice and then stated in response to the leak,, "the product is garbage and PC Richards is giving you the run around. The refrigerator is not fixable." He said he will put the report in and PC Richard will give us a call today or in a few days. We waited a week and didn't receive a call back. We called them. They stated the written report said there WAS a problem with the refrigerator. The PC Richard service rep stated she would call [redacted] and placed us on hold. When she got back on the phone she said the tech stated the refrigerator was fixed. We explained the entire situation, and the fact that the tech only changed the temperature controls on the refrigerator during this visit. He didn't address the leak and stated we needed a new refrigerator because this refrigerator was made poorly. We requested a new refrigerator due to the problem and continuous leaking and damage to the new kitchen cabinets. They said they will send their own technician. They sent a PC Richards repairman on 4/**. This repairman stated we had a cracked tube. He ordered the tube and stated he would repair refrigerator on 4/**. On 4/**/15 he proceeded to manipulate the machinery in the back of refrigerator and then stated he had "the wrong tube". He stated he would have to order the part and set up another appointment to fix the part. He also stated the part was no longer made but there” MIGHT” be a replacement part for the machine and it” SHOULD FIT”. When the repairman left, the leak worsened. We called and asked to speak to a [redacted]. We spoke to [redacted] a PC Richards [redacted] (###-###-####) regarding the issue. He was very defensive and not willing to replace the refrigerator. We explained to him the damages to our property, multiple service calls to repair the problem, and that the problem has not been resolved in a timely fashion. His response was, "the technician stated there was no damage." We asked him for the name of the technician, he refused to disclose that information. We also asked for the written report from the previous visits and he declined. We asked him to personally send someone back to the house immediately to show and discuss the damages to the kitchen. He declined.Desired Settlement: We have been faithful customers for years. We purchased ALL our big ticket items at PC Richard & Sons. This situation has changed our minds. [redacted]s response to the situation is inexcusable and unacceptable. The opportunity to fix the refrigerator has passed. The damage to my kitchen is increasing and the problem is unresolved after 4 service calls over the past 5 months. As I’m writing this letter we are waiting for the 5th visit. We want compensation for the price of the refrigerator and the cost to repair damages caused by the refrigerator.

Business

Response:

Tell us why here...As per [redacted] (one of our [redacted]s), this customer should call us at ###-###-#### and have the telephone representative set up a date for the parts that are now in to be installed into their refrigerator. If those parts do not rectify the problem he will issue this customer a credit to excahnge or reselect to a new refrigerator.

Review: On June [redacted] I purchased a HP laptop from the PC Richards located on [redacted] in Union NJ. During my purchase I observed one of the sales associates approach the sales associate that was helping me. He spoke to him in a low voice in which the sales associate assisting me responded "nah ima do the right thing" and the other sales associate repeated this and the two walked away to the back of the store. I purchased my laptop and left the store. I set the laptop up with assistance from the HP helpdesk on June [redacted] and [redacted] and returned the laptop to the box. On June [redacted] I attempt to use the pc again and noticed there was now a green "vine" going throught he screen. Knowing 100% that I had not done anything to cause damage to the laptop (as it had been stored and unused since purchase). I took the laptop to a local PC Richards and was told it was a cracked screen. I was told that I would have to pay to have the screen repaired. How does a laptop screen just "crack" on its own when its sitting on a self. Also, there was a comment made from the PC Richards store that I had returned the laptop too regarding the store where I had made the purchase from which only heightened my suspicions that soemthing shady was going on. In any event I am not stuck with a laptop that does not work that was unused and requires me to pay repair cost. I was told that non of the warranties (even the extended protection that I had purchased would cover this). So I had that coverage removed. Why am I paying $100 for protection against something outside of my control and its not covered.Desired Settlement: I would have expected PC Richards to replace the laptop (I am a long standing PC Richards card holder in good standing and never had any problems) or honor the replacement under the warranty and/or extended warranty that I purchased.

Business

Response:

Unfortunately cracked screens are neither covered under the manufacturers warranty or any other warranties. Obviously the screen was not cracked at the time of purchase nor when the customer had it set up with HP. There is no way to know how or why it suddenly cracked but so type of impact damage must have happened to cause that.

Business

Response:

The "shady" dealings should be addressed with the store manager. The cracked screen is a different issue since the computer was out of our possession from 6/*/13 until the customer first reported the problem on 6/**/13. We have no way to know what happened to that unit while the customer had it in their possession.

Consumer

Response:

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

The business's resolution was to speak with the store manager, which I did unsuccessfully. Hence the need to contact the Revdex.com.

Therefore, Please close this request as the consumer is not in agreement or accepting of the business's decision.

Thank you

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

Sincerely,

Review: I purchased a Whirlpool Range from PC Richard & Son on 5/**/2014. When I use the stove the flames are not controlled to the bottom of the pots, it's also coming up the sides of the pots. When I use the oven, the entire stove on the outside is getting very hot and the cabinets that are close to the stove is also getting hot. I got burned on the outside of the stove a few times while using the oven. I called PC Richard several times to complaint about the problem. Service people from Whirlpool and PC Richard came and never resolved the issue. PC Richard made us take out a service warranty and told us they would take care of replacing the stove or refunding us if we are still not happy, to date nothing has been done. I tried to file a compliant online to the PC Richard corporate office, they charged me $25 to look into the complaint, and again nothing was done. I called my credit card company and disputed the $25 and it was refunded to me.Desired Settlement: I would like to return the stove and get a refund for the stove and the warranty they made us take out.

Business

Response:

Three different techs have found nothing wrong with this range. It is operating according to the manufacturers specifications. That being said I am placing a retirn authorization on this customers invoice so that they can reselect a different make and model range.

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 had 5 (not 3) techs came to my house to look at the Range and not one of them ever turned on the oven or the stove to see what the problem was, with that being said, I do not see how any of them could say that there was nothing wrong with the Range. I have had such a bad experience with PC Richards over the past five months that I do not want to have to deal with them anymore. I am requesting a full refund for the Range and the Insurance they made me take out. Revdex.com, thanks so much for your help.

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]

I did contact Whirlpool and 2 of their Techs came out but none of them ever turned on the oven or the stove to see what the problem was, so with that being said, I do not know what kind of report was given to Whirlpool. the same thing happened with the Techs that came out from PC Richards, they too, never turned on the oven or the stove. I would really appreciate it if this problem can be resolved. I paid my money in good faith and would like to have a range I can be happy with.

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

Sincerely,

Business

Response:

I have placed a return authorization on this customers invoice [redacted] so that they can contact the [redacted] at the store where their purchase was made and he will process the exchange for them.

Review: In May of 2009 I took delivery on a GE refrigerator. I also purchased the extended warranty for an extra 5 years. In August 2014 the refrigerator stopped working. I called PC Richards who in turn called ** service. since August I have had ** service here 5 times and my refrigerator is still not working. On Monday October ** I received message from PC Richards corporate that they will submit to ** for a request for exchange of the appliance. On Friday October ** I called the 800 number they left on my voicemail to check on the status if the exchange . They told me they did not see a request for exchange in the system but they would do it again. Meanwhile I have been in contact with the store I purchased from and also ** customer service numerous times. ** has given me a case number. Today I called PC Richards customer service and they told me they are waiting to hear back from ** on the exchange request. I asked the woman how long does a exchange request usually take? Her reply was 24 to 36 hours! I've been waiting almost 2 weeks! Then I called ** and they told me they are waiting to hear back from PC Richards. At this particular point I have been without a refrigerator for 2 weeks! Over the last 2 months I have been without the refrigerator more than I have had it!Desired Settlement: I am waiting for a credit from PC Richards to purchase a new refrigerator.

Business

Response:

The credit was issued today on invoice [redacted]. This customer can go to any of our showrooms and they will be able to do the necessary paperwork to make the exchange once this customer reselects a new refrigerator. At that time we will pick up the old and deliver the new. All the details are on that invoice on our computr system.

Review: Hello,

I am contacting you with regard to a service issue I am currently experiencing with P.C. Richard and Son. I purchased a Frigidare Proffessional refrigerator from P.C. Richard in the fall (i believe November) of 2012. We specifically spent extra money on a warranty in case of issues such as this because we are a family of five with very young children and did not ever want to be in the position of not having a working fridge. Since that time the refrigerator has stopped working numerous times. I have called the service people twice prior and both times someone has come out to "fix" the issues the refrigerator is having. Between those times I have found that turning off the fridge and restarting it is a workaround and so I have also done that. This weekend (Saturday 7/**/14) my refrigerator went out again SPOILING an entire fridge/freezer full of food we had just bought. I called the service department which was closed until monday and tried the workaround of turning it off and on which didn't work. On Monday my husband called the service department and was told that the earliest they could get someone out was FRIDAY!!!! but that they would let us know if anything earlier was available. We let them know that that was unacceptable since we purchased a warranty to avoid this but were left with no choice but to wait. Since we heard nothing back the whole day my husband called again Monday evening and was told that someone would be able to come on Thursday- at that point I spoke to the representative ([redacted]) and explained the gravity of the situation- the fact that we have small children at home all day during a hot summer with no refrigeration to even get cold water!!! she said that she may be able to get someone on Wednesday... Although 4 days withought refrigeration is already unacceptable - I cannot understand why Wednesday wasn't the first day given. During the conversation I did ask if I called a company who could fix the refrigerator right away would they reimburse the money and come and look at it when they could to see that it needed to be replaced. I was told that this was not an option because the company needed to be authorized by PC richard. I asked if there was a list of authorized companies I could call my self and was told no. I called the service department again on Tuesday (7/**) to see if there were any cancellations so they could come on Tuesday- I spoke with [redacted] who said he would check and get back to me- he never did. This issue is not only a gross inconvenience, it is also costing me money I do not have to spend (as a single income household of five with three young children under the age of 7). Please help in any way possible as I really believe this service is [redacted] poor and unacceptable.Desired Settlement: I would like the refrigerator replaced with a comparable version of what I have (without charge for delivery) and the continuation of my warranty which has already been paid for without disruption. If it cannot be replaced I request a full refund of the purchase and warranty price for this item. I would also like to be reimbursed for the money spent on groceries lost and food that had to be bought in order to sustain the duration of time until they hopefully come to look at the refrigerator.

Business

Response:

Customer is scheduled for service for today between noon and 3pm. If the tech needs to order parts the customer can get a loaner refrigerator from the store where they made their purchase until those parts (which will be expedited) arrive. If the tech deems the refrigerator as unrepairable then we will give the customer credit to exchange or reselect a different make and model. We will have to await the technicians report before any of those decisions can be made.

Review: I bought a washer and dryer machines at PC Richards. 3 months into use, the produc starts malfunctioning and my first call goes out to PC Richards. They come and fix the washer machine. A couple of months later I have the same issues again, they come to fix the washer machine, but they say they need to order a special piece. I call PC richards because I did not hear back. They come a couple days later and tell me the same exact thing and leave without fixing. They finally bring the piece and "fix" the machine. 2 months go by and I have the same issue again. I have called PC Richards complaining about this washer machine a total of 10 times. My machine is currently not working and they are again "ordering a piece" in order to fix. I have yet to here from them and it has been 3 weeks. I have had issues with this washer machine since I bought the product and they are never fixing the actual issue. Instead they are giving me the run around, either they need to order a piece or the machine is "too heavy" as one of the guys said to even fix it which made absolutely no sense. Customer Service and repairs are lazy and are not doing their job correctly. I also paid $300 extra for 10 year protection.Desired Settlement: Please fix my washer machine correctly or send me a new machine. I have had issues 3 months into the washer machine and nothing is being fixed.

Business

Response:

Tell us why here...This customer should call us at ###-###-#### to set up an appointment to have the parts needed to complete this repair. If the parts that have just come in to complete this repair do not do so when our tech installs them, then we will issue the customer a credit of what they paid us to go and reselect a new washer. They should ask the telephone representative at ###-###-#### to transfer their call to a supervisor in order to accomplish this.

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 had bought a washer machine and dryer machine from PC Richards. 3 months into having the washer machine, it starts to fail. The lights in the washer would go on and off and there were times it would not turn on. We have called more than 10 times to the coporate office where they would send someone to come "fix" it. Everytime they would come to fix it and say it should be fine, a few days later, the same problem occurs. The last complaint was a few weeks ago where Egar from PC Richards came to look at the washer machine to see what was wrong. He then said he needed to order parts for the washer machine in which he left my house (without the washer fixed) and placed the order for the parts. A few days ago PC Richards calls us saying they have the parts ready so we made an appointment for 12/**/15 for them to come fix it. On 12/** morning PC Richards calls us saying we have to reschedule because the parts went into another truck that was not in our area. Not only have I been taking out of work so I can wait for them to show up, but other members in my family have been off of work for the employee of PC richards not to show up or not end up fixing it. We finally made another appointment on 12/**/15 where Edgar came to my house to fix the washer with the parts that they ordered. He then said he can not fix the machine because they did not put the machine in the place it is and if they take it out and something happens, they then will be liable for this washer machine. Like I said ealier, I have been taking off of work and now I get the same outcome of the machine not being fixed. I just do not understand why wasnt I told that they could not take this machine out prior to when they were suppose to come fix it. During one of the appointments in which a guy came to "fix" the machine said the machine was too heavy to fix. So we made another appointment in which they brought 2 guys to come fix. After the 2 guys came, they said they had to order parts. They had many oppportunities to tell us this machine had to be taken out but every day that passes by we get excuses after excuses. I have been without a washer for months and I have wasted money into this machine that doesnt work in which makes me have to find another way to wasdh my clothes. I also paid $**0 extra for the 10 year protection.

Review: On 1O/**/2013 I purchased a Frigidaire Gallery - Refrigerator Model # [redacted]: price $1,169.97 . The refrigerator was to be delivered by installer . A service contract was also purchased for $159.99; Deliver Charge was $175.00. Total purchase price $1,634.76. Invoice # [redacted] ( Purchased at [redacted] store #[redacted])

[redacted] - Account # [redacted] Delivered to [redacted]

The refrigerator was delivered to my daughter on October [redacted] at the following address: [redacted] - [redacted]. Upon delivery the refrigerator was set up by installers and brought into the home without the box.

Within a week the refrigerator and freezer system stopped working, we lost food, meats, frozen foods milk and dairy items etc. We called for service on 11/**/2013 the service contractor came on the same day, his findings as stated was that the computer board and the water filter was broken. He offered to order parts for replacement . I ordered a new item not a reused refrigerator, therefore I should not accept repairs. I called PC Richards and was assured that I would receive full reimbursement/refund the number called was ###-###-####. After waiting without a refrigerator for more than a week I returned to PC Richards at [redacted] in [redacted] to inquiry as to when or what was being done as to my refund and a pick-up date. I was told by the manager that since the refrigerator was taken out of the box, I am not entitle to a refund however, how would I know that the item was defective without taking it out of the box? Also, as previously stated the installers removed it from the box prior to bringing it in the house. I was informed by PC Richards that it was up to the individual store to refund my credit.

According to the PC Richards policy their is a 30 day Merchandise Return/Refund Policy.Desired Settlement: Pick-up your refrigerator as soon as possible and credit my account.

Business

Response:

Cutomer has been issued a full store credit to exchange the refrigerator in question for a new one or to use that store credit to reselect a different make and model. We do not issue refunds on home appliances as per our Merchandise Return Policy which is posted in all of our stores. We do not expect a customer to accept service repairs on a product that is that new and that is why we issued the full credit to exchange or to reselect. All the customer has to do is to contact the store manager at the store where they made their purchase and give him their invoice number [redacted] and he will process the exchange for them.

Review: Opened a charge account to purchase a new mattress. Was told I could charge 1100 on the card so I did. The past 2 years I've been building my credit back up, so I regularly check my credit score. Upon checking my score a week later I see i'm over charged by 100 dollars and my credit score has gone down. The sales person at the time told my they always let you charge 10 percent over for you first purchase. When I called to complain and spoke with the manager he told me the same thing and I needed to call [redacted] bank because they the charge go through. Called [redacted] bank and said it was there fault for overriding the card and putting the charge through. Called pc richards back and they said [redacted] was to blame for letting the charge go through. Either way i'm stuck in the middle with a mark on my credit score and a drop in my score in unacceptable. With no resolution in hand.Desired Settlement: Not sure because this is a big deal to me. They need to pay the 100 to get my card back down to the right balance.

Business

Response:

Tell us why here...Customer should contact [redacted] at [redacted] who is our in house contact for the bank to see if he is able to assist regarding this issue.

Consumer

Response:

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

[Your Answer Here]

I spoke with a [redacted] No resolution in site yet, but he was going to call synchrony bank and see what they can do to clear any marks on my credit score.

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

Sincerely,

Business

Response:

Tell us why here...Ok. If [redacted] is working on it the customer is in good hands. He will do his best to make things right.

Review: On December 2007 as a favor to my friend [redacted] I agreed to co-sign in order for her to be approved for credit and be able to purchase a TV on credit at PC Richards. The sales person told me that I was co-signing for the TV only & in the future when [redacted] has better credit she will be able to apply for her own credit with PC Richards. Later on to my surprise I found on my credit report that [redacted] was extended a larger credit amount than what I had agreed to co-sign for. I never signed any additional paper work or agreed in any way to be responsible for the extended credit line. I called PC Richards & was told [redacted] made a purchase & was extended credit. I explained I was not aware, not notified & had not agreed in any way to be responsible for this. I asked to be removed from the account & the lady told me that this was not possible & that they can extend the credit amount without my permission. I taught this was legal until last week when I spoke to a lawyer & found out that this could not extend credit using my social security number without my permission. [redacted] has been making the payments as agreed. I never signed any paperwork or agreed in any way to be extended credit using my social security number or any of my information. I want PC Riichards to remove me from this account & destroy whatever all personal information relating to me. I feel violated that they extended credit using my information without even asking me.Desired Settlement: I would like my name to be removed from the account as the co-signer. I also want PC Richards to destroy any personal information they have relating to me. I feel violated that they extended credit using my personal information without even asking me. I will wait for a response to this complaint. If issue is not resolved soon I will take legal actions. I may be contacted at ###-###-####.

Business

Response:

Tell us why here...Customer can contact [redacted] at [redacted] in case he cannot resolve this issie with the bank at [redacted] because this is now an issue bttween him and the bank.

Review: Bought a [redacted] dishwasher in 2012 for over $700,

Had to buy an extended warranty with PC Richards.

Had 2 services with service people from the contract, both said it is the problem that can not be corrected BECAUSE IT IS s a manufacturer DESIGN FAULT.

Tried to return for exchange since I can't use the dishwasher for 2 years. It simply does not wash dishes. I had to do it by hand all this time!!!

PROBLEM?

I could not. Between [redacted] and PC Richards I am simply a ball that they throw at each other.

[redacted] does not accept my claim since the contract warranty is with PC Richards, but PC Richards says that they don't return the defective item.

Now I am left with this junk for over 2 years.

Now the warranty insurance sold by PC Richards prohibits me from dealing with [redacted] directly, though they designed and manufactured this dishwasher that does not wash dishes.

I have never been in such absurd situation.

I really need your help. I am a senior citizen and can't afford to buy a new dishwasher. And why should I?????

I paid enough to have a normal, working appliance.Desired Settlement: I would like to get a replacement or cash back from PC Richards.

they sold me a lemon and must take it back.

Business

Response:

Tell us why here...Customer has a service call set up with one of our own techs on 2/**/15. If our tech reports that this unit does indeed have a manufacturers design flaw or if it unrepairable or uneconomical to repair, then we will issue this customer a credit of what they paid us for the washer in 2012 to exchange or reselect a different make and model.

Review: PC Richard delivery company damaged my home and will not provide insurance informationDesired Settlement: This business said they deliver the merchandise I ordered. Apparently they hired a third party company that came in a truck that said pc orchard. Delivery company caused approx. $1,100. in damage to my brand new walls and wood floor. PC Richard will not supply me with a copy of their and or the delivery companies liability insurance policy so I may file a claim. NJ law requires them to provide a copy of the insurance policy upon request so I can make sure they are insured.

Business

Response:

Tell us why here...That information was not requested by the customer at the time of delivery. However, the customer has spoke with our claims manager today and has been assured that he will be presented with a certifcate of insurance and hold harmless agreement. The owner of the third party company is scheduled to inspect the damages claimed tomorrow 2/** and at that time he will present the customer with the documentation that they have requested.

Consumer

Response:

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

PC Richard has not provided any proof of insurance as claims manager promised. I hired PC Richard and they sent some no name delivery company who damaged my home. PC Richard is sending a delivery company employee to be a claims adjuster. PC Richard should step in since they are liable for the damages. PC Richard charged me a delivery fee and represented they were delivering the dryer and stove. This is consumer fraud I was tricked by PC Richard. I expected professional delivery service and not an [redacted] driver.

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

Sincerely,

Business

Response:

Tell us why here...At this time we have no idea what this customer wants. He has notified us that his contractor is going to repair the damages done for $490.00 and we have already credited back $200.00 to the credit card that he used for the purchase and will be sending him a check for $290.00 to close out this damage claim. As far as his issue with the liablitiy insurance is concerned he was show proof of that by the delivery people that went to his home today and is also being sent a copy via e mail from Jenny. There is nothing further to discuss regarding this matter. It is commonplace for us as well as other companies to use professional delivery companies or independant installers or contractors to do deliveries and or installations for deliver products for them. All the companies that we use are bonded and carry their own liability insurance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I HAVE ACCEPTED THE SETTLEMENT OFFER WITH PC RICHARD AND THE THIRD PARTY DELIVERY COMPANY. I WAS CREDITED $200. FROM PC RICHARD AND WAS PROMISED $290. FROM THE THIRD PARTY DELIVERY COMPANY. Revdex.com Please close this complaint. I only rejected the fact that PC Richard acted like this was no big deal that they caused physical damage at my home. I did not reject the settlement I negotiated. So the I have no idea what the customer wants verbage is unwarranted. Who ever is sending these responses is trying to be offensive when they should attempt to settle a dispute.

Sincerely,