P.C. Richard & Son Inc.

Review: On July **, 2013, I purchased a washing machine from this company. I was told by the salesperson, [redacted] that the movers would remove the old machine ( filled with water), the new machine would work like the old one, be easy to hook-up, and if I had any problems, I could return the machine. On July [redacted], the machine was delivered, The movers were angry and cursing at the fact that they were asked to remove the old machine in this condition; demanding that aI call the rep.; stating that he was a liar. When they left, I put on the machine and it did not work. I called [redacted] back and he never came to the phone; service said I had to call back the next day. When I called back, they said that the machine did not work like other machines; the water was supposed to fill up, drain out, and fill again before the clothes began to wash. This is not what I wanted in a machine. I called the manager, [redacted], who said I could return the machine and get a replacement but not get a refund. I was charged $50.00 to have the machine delivere. Now I am to pay to have the machine sent back and pay to have another machine delivered to my home. I do not want to do any further business with this companyDesired Settlement: I am requesting this company to receive this machine back and refund me the money for the machine and the cost for the delivery.

Business

Response:

Appliances are not sold on a trial basis and home appliances are not refundable as per our merchandise return policy. We can give the customer full credit of what they already paid us to exchange the washer or reselect a differnt make and model.

Review: Second Un-resolved Complaint Date: 10/*/13 Re: (Maytag) Refrigerator- Model # MSD2572VEW Purchase date: 6/**/09 Extended warranty (10) years from date of purchase Invoice #: [redacted] P.C. Richard & Son Corporate Headquarters Office in Farmingdale [redacted] Attn: President [redacted] President, CEO Dan Cathy Dear [redacted] or [redacted]: I am writing to inform you concerning several complaints I have made to the Headquarters Service Center Customer Service # ###-###-####. On 9/**/13, and 10/*/13, I spoke to Astoria Store #** concerning service for my refrigerator (Maytag), Model # MSD2572VEW, which I had purchased on 6/**/09 at the Astoria Store #**. I spoke to lady named explaining to her the situation that I need service for my refrigerator again and again for the fourth time, because they refused to acknowledge that my refrigerator compressor is the problem. This was told by the second repair man that came into my home to check the refrigerator. I explained that this is going to continue unless; PC Richards accepts that my refrigerator happens to be classified as a lemon. As a customer I plan to continue fight and argue about this matter because it seems that PC Richards wants to give up and purchase another refrigerator while at the present moment I have a 10 year warranty on my Maytag refrigerator. I am a valuable customer but it seems there is no respect for a valuable customer as myself. To what extent is this going to continue? I can assure you that the next Senior Tech repairman that is going to be sent on 10/*/13, will also state there is nothing wrong with the refrigerator and perform a minor repairman while the true problem will continue to exist. My complaint will not be resolved with the Revdex.com unless your company is willing to accept the true matter of my complaint whereas why should I continue to go through this situation when I customer has to continue to go through this problem with a refrigerator that is not going to function. I want to thank you that now my second complaint is now being heard and the communication has been more respectable by the customer service when it comes to the customer as myself calling in now. My complaint remains that I have a lemon for a Maytag refrigerator. Two weeks ago, Sears had a customer had a customer with a washing machine that was a lemon. This customer went through hell approximately 8 months until the problem was resolved when (Help Me Howard) came into the picture and helped the customer from Sears and the washing machine was replaced with a new one. They wanted her to release a complaint and did not want to replace her washing machine even though she had a warranty. I assure you that this will not happen to me with my Maytag refrigerator. (Help Me Howard) did take my complaint and is investigating the problem and will find out that I am going through the same situation that this lady went through with Sears. Sometimes a customer has to take the situation to the public when a company rather forgets about the warranty or when a product is classified as a lemon. I have been a loyal customer for over 25 years to this day and still own appliances that have extended warranties by your company. I am wondering did I make the right decision of purchasing from your company. I believe the public should hear what is going on and how your customer service has been treating customers and how your company is breaching a contract with a customer who has been very loyal and does not deserve such treatment from your company and wants a prompt response. I am still without a refrigerator that is not functional. I have been lied to many times by your sales representatives and also lied to by your customer service representatives. This has gone too far. I want a solution to this problem. This complaint will not go unnoticed. It will be given to the public and to (Help Me Howard) if this complaint is not resolved. I wait for your response. Here is my phone number I can be contacted ###-###-#### or ###-###-####. P.S. My complaint will not go unnoticed and it will be given to the public. If there is no resolution, and not resolved, again it will not go unnoticed. I will not stand for this behavior. I paid for my service. Your company has breached the contract. Sincerely, [redacted], MSW, [redacted] ###-###-#### ###-###-####Desired Settlement: I want my refrigerator replaced or my money credited back to my account.

Business

Response:

[redacted] has spoken with [redacted] (one of our supervisors) this morning and the refrigerator in question is being exchanged tomorrow 10/*/13 on invoice [redacted]. [redacted] & [redacted] has gone over all the details of the exchange that will take place tomorrow.

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 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: On March [redacted] 2015 I purchased a Sealy Posturepedic Hybrid Trust Cushion Firm Mattress (King) in the amount of $1,683.45 from P.C. Richards- Order Number[redacted]. The mattress is defective and P.C. Richards sent out an employee to investigate and take pictures on Thursday. A week went by and I still had not received a phone call so I called and spoke to [redacted], she stated that she had to call the manufacturer and ask them first. [redacted] called me back and left a voice mail stating that the manufacturer would not be able to do anything with this mattress because I did not purchase the box spring from PC Richards. However, when the investigator was at my house he thoroughly checked the box spring to make sure it wasn't damaged or the cause of the issue and he stated in my house that the issue with the mattress had nothing to do with the box spring. Furthermore, no where in the terms & conditions, or warranty policy does it state that I have to purchase the box spring from PC Richards. Then I spoke to [redacted] who is a [redacted] and he set up another call for a second opinion, even though they already had proper documentation and photographs of the mattress. On 4/*/2015 the mattress was deemed defective and I was told by [redacted] that I would be receiving a full refund. He gave me the phone number to call and the refund request confirmation number. I spoke to [redacted] and told him the situation and he said he had to contact the manufacturer again. [redacted] called me back and told me they cannot issue a refund because the manufacturer [redacted]) will not allow them to. I called [redacted], spoke to [redacted] and explained my situation she stated that they had nothing to do with P.C Richards and she said whoever I was speaking to was giving me false information. I then called PC Richards back and spoke to [redacted] and told her what [redacted] had said and she went back to the box spring issue with the manufacturer, so again I called [redacted] back and poke with [redacted] again and asked her if I had to purchase a box spring from same company and she said no it is not a requirement. I called PC Richards back again and they did not want to hear anything I had to say pertaining to the issue.

After all of these phone calls back and forth and being told several different stories I am still sleeping on a defective mattress for over a month now and it is causing me severe back pain. I am very dissatisfied with the whole experience and do not think PC Richards has shown me the customer service they claim to uphold. Every Person I spoke with gave me a different spiel about the mattress, box spring, manufacturer (which has absolutely nothing to do with PC Richards) and as a long time customer with PC Richards I am displeased.Desired Settlement: I was told that the mattress was in fact defective and the box spring had nothing to do with the mattress sagging and separating and it was explained to me that I would be receiving a full refund for the mattress. Therefore, I would like a full refund in the amount of $1,683.45 refunded back to my [redacted] Credit Card.

Business

Response:

Tell us why here...This was an Internet Sales order so this customer must contact the head of our Internet sales department at [redacted] to get this issue resolved. The Internet Deparment has a completely different set of rules and regulations regarding their sales than our showrooms.

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 response from the business is a blatant lie. I just called PC Richards online sales department and spoke with [redacted]. She stated that the Rules and Regulations for online purchases and showroom purchases are exactly the same the only difference is the shipping cost. I also called the PC Richard Store in [redacted] and spoke to [redacted] who also stated the same exact information and I called the [redacted] PC Richard location and spoke to [redacted] who also said the rules and regulations are exactly the same whether you purchase and item in the showroom or online. So when you respond with "tell us why here" my response is because this is PC Richards and it doesn't matter where I purchased the item from it is still PC Richards. If you go back and re-read my original message and all of the trouble I have had to go through regarding this purchase I would like this to be resolved as soon as possible.

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

Sincerely,

Business

Response:

Tell us why here...The 2 people handiling this matter are both out of the office today. That would be [redacted] (the head of our Internet Sales Department) and [redacted] (the [redacted] that deals with all mattress issues). The customer will be able to reach either or both of them tomorrow by calling us at ###-###-#### and having the telephone representative connect them with either [redacted] or [redacted]. To the best of my knowledge we do not sell products on a trial basis. If the mattress is indeed defective then it should be exchanged a refund would not be an option but that decision is up to [redacted] based on the service reports that she has received regarding the defect of the mattress in question. She works directly with all the manufacturers of the mattresses that we sell.

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: 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: 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 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 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: 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: 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: 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: 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: 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: PC Richards employees at this location do not inform customers of the entire Credit Card/No Interest Promotion.When I applied for the credit card, I was told by the sales rep that I would have no interest for a year, I was not informed that every purchase I make has to be paid in prior to the year ending if not I will be charged the entire interest accumulated if the purchase was not entered in full.I contacted the Bank and they told me they do not handle the sales people they just handle the billing, and that I should read my statements.I am one of the many Americans that have a busy life, I am a single mother and I work and pay bills. I look at the information on the bill as far as "balance" and "minimum payment" and keep it moving. the bill does mention "deferred" interest payment for a year, but if I was informed from the beginning at the store I would have not gotten myself in this debt.my bill jumped a substantial amount and will continue to grow b/c I can not afford to pay those amounts right away. isn't that what "credit" is?Desired Settlement: waive all "interest" after year policy.

Business

Response:

Please have customer contact our in house GE Retail Bank Represenative [redacted] at

[redacted] and he may be able to help. All PC Richard bills clearly state that interest will be charged if balance is not paid off by the promotions end.

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: Two issues:

1. Inproper and incomplete installation of new Refridgerator

2. Left old refirdgerator in driveway instead of putting inside house as requested

Resulting in:

Lost of refridgerated food of $500

Cost to hire personel to move refridgerator from driveway as old refridgerator was left on slope blocking garage - $100

Damage to old refridgerator due to rain as result of leaving refridgerator in driveway - $1000

Inability to go to work - $1000Desired Settlement: 1. Pick up old refrigerator

2. Reimbursement of costs incurred ($2600) :

- Lost of refridgerated food of $500

- Cost to hire personel to move refridgerator from driveway as old refridgerator was left on slope blocking garage - $100

- Damage to old refridgerator due to rain as result of leaving refridgerator in driveway - $1000

- Inability to go to work - $1000

Business

Response:

Customer will have to contact the [redacted] of the store where their purchase was made in order to try to resolve all these issues. They can contact him with all the details at [redacted]

Consumer

Response:

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

I have already contacted business directly trying to resolve my claim and nothing has happened.

I will keep elevating this issue until I get this resolved

Their response to contact the [redacted] of store is unacceptable by email???? given my complaint

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

Sincerely,

Business

Response:

This complaint was settled on Friday 9/**/14 between our [redacted] and the customer. We have the customers old refrigerator and will be returning it to them and we are also refunding $300.00 back to the credit card that they used to make the sale in question. This resolution was acceptable to the customer so I believe that this case can now be closed.

If you have any additional questions or concerns you can contact our [redacted] at ###-###-#### or myself at ###-###-####.

Review: To whom it may concern, I purchase a refrigerator and range stove July 2012 a fees months after purchasing both items we began having problems, my main focus is the refrigerator which has been leaking and continue every 3 - 5 months they came at least 5 times changing the parts and same problem this seem to be a chronic problem, now it's not getting cold I ask for my refrigerator to be change and am getting the round around. However am still in warranty till 2017 it's very frustrating. What should I do?Desired Settlement: Would like to get a new refrigerator because this one certainly isn't good!

Business

Response:

Customer must call us at ###-###-#### and have the telephone representative set them up for a service call. If they have an extended warranty with us then the call will be done at no cost to the customer, if they do not have that then the service call will be set up on an COD basis.

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.

To whom it may concern, my complaint #[redacted] I wrote in a week ago about my refrigerator with PCRichards. I did get the problem rectified I got a voucher and was able to purchase a new one. I would also like to mention that the only person who listen to my problem and was very helpful and understood my situation [redacted]). Thank you

Sincerely,

Review: ORDERED FREEZER AND AIR CONDITIONER PAID BY PC RICHARDS CREDIT CARD. TO BE DELIVERED MAY **,2015 ([redacted]) CONFIRMATION FOR DELIVERY 8:15 AM TO 11:00 AM. NEVER SHOWED UP BETWEEN THAT TIME. CALLED THE [redacted] STORE AT 6 TIMES AND KEPT GETTING A RUN AROUND. BY 4:00 pm VERY ANGRY BEING IT WAS [redacted] DAY CALLED THEM BACK AGAIN AND WAS TOLD THEY SHOULD BE THERE ANY MOMENT-- NEVER SHOWED UP SO I CALLED AGAIN AND CANCELLED THE ORDER. RECEIVED FIRST STAMENT AND TO MY SURPRISE WAS BILLED $884.87 (INV.#[redacted])-CALLED CREDIT CUSTOMER SERVICE TO BE TOLD IT WILL BE TAKEN CARE OF. TODAY I RECEIVED ANOTHER STATEME WITH LATE FEES & INTEREST. I AM NOT PAYING FOR ITEMS NEVER RECEIVED. PC RICHARDS IS CAUSING ME ALOT OF ANGER AT THIS TIME. NEED TO HAVE MY CREDIT ACCOUNT CREDITED FOR ITEMS AND LATE VHARGES, WITH A BALANCE OF ZERODesired Settlement: CANCEL ALL CHARGES ON CREDIT CARD SINCE PC RICHARDS NEVER DELIVERED ITEMS-

Business

Response:

Tell us why here...As of today the store has not cancelled this order. I will do that now and refund the charge back to this customers credit card and mail a receipt to them. They should contact [redacted] in order to get any late fees removed from their account.

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 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,