Perla's Appliances Plus

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not interested in more lies and deceit by Perla's Appliance Plus, along with their ineptitude and negligence. My original complaint amount of $499.00 stands to cover warranty amount, losses, and monies incurred because of an incorrectly installed part. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution is satisfactory to me.  After they fixed the original problem, they had to come out again  as  a  part on the inside  of the dryer fell off. Apparently they had loosened some screws and not retightened them. They came out promptly to reattach that part.
Regards,
[redacted]

Thank you for your input.  After review of this service call, we do see that we did diagnose the washer, and return with the part to complete repair.We also did return again and found one part to be defective, and did reorder the part with the manufacturer.  During the last conversation...

with the customer, it was unfortunately not in stock yet, and we relayed that information to her.  At no time did anybody here "recommend" she cancel the call, however that was indeed herinstruction to us rather than be called and scheduled for service when the part arrived.The needed replacement part has arrived, and we will be happy to schedule our return visit to complete the repair.

Perla's certainly stands by its position that we absolutely will not work for anyone that chooses to yell and scream at any of our staff, or yells and screams at anybody for that matter.   This is the core of the matter, and one of the twogentlemen who lived there acknowleged this on the phone, that he was indeed yelling and screaming...at another human  being over a washer repairman running late on a call.There are no lies, deceipt, ineptitude or wrong parts.   We are certainly sorry there are people in the world who choose to yell and scream at others over mundane matters, and we probably cannot do anything about that, but we can and do choose not to work for or with them.

Thank you for your input.  Being a third-generation owner of a family business established over 88 years ago, I assure you we take all customer feedback, both positive and especially negative very seriouslyI have reviewed your complaint and am certainly sorry everything did not meet your...

expectations.  We did provide products you selected at a great price, did also provide the appropriate rebates - including, as you know, I am sure, the original $600 that was there, along with completion of the no-charge delivery, and all service related issues are complete to my knowledge.  Regarding the additional $50, that was indeed offered by me as an extra after the original deal was made, and our records reflect not only did we provide an upgraded dishwasher at no additional charge, we also filed the additional $50 rebate offered by me in a timely fashion.As we have no way of knowing if the rebate was received or mailed or not, and in the interest of keeping with the good business practices we always strive to adhere to, we will directly send a check for $50 to the consumer to clear this issue, and certainly wish her well in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Perla's Appliance has not contacted me and has not mailed me the $50 check indicated in their response to the Revdex.com.  Regarding the $50 refund that was never received, Perla's did not provide me with any documentation of who offered it, when they filed the paperwork or how I could follow up on the amount that was never received.  When I pressed, the owner, Rocco, stopped taking my calls and stopped answering my emails.  In his response to the Revdex.com he indicated that he provided an upgraded dishwasher free of charge.  What truly happened was that his servicemen damaged the dishwasher that I had ordered.  I had appropriate refund documents for the dishwasher that I ordered.  When he was unable to provide my preferred dishwasher, he asked if I would accept a substitute.  The catch that he didn't mention, though, was that my refund papers would not work for his substitute dishwasher.  I would have to trust him to file papers to somewhere unknown.  When I never received the refund, he insisted that he had mailed the request and had kept no documents.  He was not willing to help me track it down.
Regards,
[redacted]

Thank you for your input.  Being a third-generation owner of a family business established over 87 years ago, I assure you we take all customer correspondence, both positiveand especially negative very seriously.Firstly, Perla's has never refused to honor any valid warranty.  We did indeed...

service this machine at no charge, and did not install any "wrong part".  After service, we did receive a complaintand rescheduled to recheck the washer.   On this day, we did run late and informed the consumer, either Mr. [redacted] or perhaps the other gentleman who lives there, I am not sure which.  After this,my wife, Georgeann P[redacted], did receive a very loud, verbally abusive call, again either from Mr. [redacted] or the other gentleman, and informed me of this call and its nature.We will not service under any circumstances for any customer who is threatening or otherwise abusive to any of our personell, either in the store, at the home, or on the phone.After one of the two men living there confirmed he was screaming and abusive on the phone, we did unilaterally cancel the contract with us, and will issue the appropriate refund.

Our records reflect the call was completed and the dryer is working properly.  We certainly are sorry for any delays.Thanks you.Rocco P[redacted]Tell us why here...

This has been an awful expiernce. Extremely difficult to get a hold of them. We only used them because the home warranty company provided this company. Would highly recommend using a different company

Very poor company. Can't believe any warranty company would refer to this company. If you are given a referral for this company immediately ask for an alternative. Georganne isn't a very rude ignorant, unsympathetic woman. I called to check on where the repair guy was since warranty company had confirmed apt for 8-12. Perlas called at 9:20 to tell me it would be between 1-5. Sat here all day. 545 came and I called per las and got georgianne who was immediately defensive and said they are drastically behind and won't be coming. Had I not called no one would have told me even. They take on more apts than they can handle and apparently have no communication with the office or customers thruout the day. And sadly someone as miserable as georgianne has 0 customer service and doesn't give a damn if your appliance even gets repaired thru their family owned business is a sad situation for all involved. I filed a formal complaint with my warranty company and won't deal,with them again and their sorry for your luck response. We'll reschedule you in a week or so. Just the downright rude attitude she jumped down my throat when I was more than polite. I think she needs a new profession or possibly retire. Maybe classes in giving a [redacted] or sympathy. But lucky for me I will be using a different company and I'm sure they will show up. No call no show is first hint the company should probably be shut down. I think it is run by a bunch of incompetent arrogant [redacted]. Just a word of advice. Immediately ask for a different repair company. Seems like they arent a part of Revdex.com for a reason. They don't know how to run a business.

On June 11, 2016, we schedule an appointment for my washer for July 5th between 8am-12pm, and schedule through [redacted] because of warranty. They (Appliance plus) didn't call or show up, so we called [redacted] at 9:05am and were told they followed up and the appt. is still for today. At 1045 still no call or at the home, called [redacted] again, they confirmed with them they are coming. At 1205pm, still nothing so called [redacted] confirmed the appt. again, they have a confirmation number for us, and stated that appliance plus did confirm the appt. back on 6/11. We asked for appliance plus phone #, and my husband spoke with Tony. Tony stated they didn't have us on the books for today at all and [redacted] messed up. Tony said everyone was on vacation and they can fix it next Saturday. I immediately called [redacted] and explained the whole situation again and said I don't know who is lying but needs fixed. They called appliance plus with me on the phone. Tony said that he can't hanlle our washer today because they are short handed, the lowes rep confirmed with him the appt was accepted on 6/11 by them, Tony gave excuse after excuse and said that he doesn't handle that and those people will be in Thursday. I stated to Tony and lowes rep that I do not want Appliance Plus to come to the house, we will get another company..Tony replied "go get another company, who cares" and hung up on us. [redacted] got us another appt. with another company.

Review: It's been over over a month since my initial Warranty claim on my fridge and it's still not fixed. They were supposed to do it a week ago and cancelled on me... supposedly they were coming on 5/7, but they never shower up and did not pick up their phone until 1 o'clock at which point they told me they were cancelling again. At that point the conversation got heated he told me that he doesn't want my business and not to call back and to tell all my friends about it because he doesn't want their business either.

I have never experienced such a horrible customer service experience in my life. After I hung Up, the owner of the business left me a very pleasant message stating that he hopes that I haven't reproduced. I received a second voicemail 1:40 minutes long, after he saw a negative review I left. He searched my name online to find out where I work and is threatening to contact my employer to "tell them what kind of employee they have."Desired Settlement: This company charged me a deductible of $100 on 4/12 and is now refusing to complete the work they started. I would like a full refund.

Horrible customer service!!! We didn't choose them unfortunately our warranty people did...They never came out and when we called them they said it was put in as a reschedule. Which it wasnt!! They didn't want to come out because it was on the other side of town! Then had the nerve to say we can't make it out til next week and if you don't like it complain to your warranty people!! This is what happens when you don't screen your repair people first!!

Review: Back in November Home Warranty of America sent this company to my house to check my dishwasher. They came to my house on 11/24/15. They wrote a service order saying I need a new drain pump in my dishwasher, I paid them $100 and they said they would get back to me in a week because of the holiday. They never called me back, I called them and they said they were waiting for the Home Warranty people to get back to them. So I called Home Warranty and they told me that Perla's did not submit the paper work, so while I was on the phone the guy at Home Warranty called Perla's and nobody answered and this happened on 12-28-15. I called Perla's two more times since this and all they said was they will check into it and get back to me, and here it 1-7-2016 and I have not heard back from anybody. So I am out $100 and a dishwasher. After all this I do not want to deal with this company I do not trust them.Desired Settlement: I would like for them to give me a refund of $100, so I can move on and get a reliable company in here to fix my dishwasher.

Review: My wife purchased a Broan range hood from Perla's. The order was placed with the owner's daughter, [redacted] who announced her ability in working 13 years in the business and knowing the products. Our understanding of what we were purchasing, with clarification by her at the time of order, included 1 package of 6 filters. Unfortunately only one filter was delivered with the hood. A phone call was made to Perla's to report a difference in the delivery from the purchase. Mr. [redacted] immediately became belligerent, screaming at my wife and then me. Words of "rude, thief, liar, cheat " screamed at me. It was impossible to reason with him. If [redacted] made a mistake, even though she has worked in the business 13 years,then the call should have been made to explain the error, providing options before delivery. I have never been treated so rudely as a customer. Now I think I should have purchased from a big box store instead of a small business.Desired Settlement: We want the 5 other filters that were agreed upon during purchase (1 package of 6 filters) .

Business

Response:

Thank you for your input. Being a third-generation owner of a family business established over 88 years ago, I assure you we take all customer feedback, both positive and especially negative very seriously.I have personally reviewed your sale and issues, and am certainly sorry you are displeased with your experience. Indeed, after review, though, there does seem to be some misunderstanding in the information communicated. These filters you mention, retail $19.95 each, are sold in master packs of 6 from the manufacturer to the retailer, and are not now nor to my knowledge have ever been packaged for sale to the consumer in this fashion. You did pay $399 for this hood, (which does sell around town at the big-box stores for $428, without delivery or any free filters) and did receive the hood along with a free filter and free delivery. Upon your mentioning that your or your wifes impression was that 6 free filters were coming, we certainly offered you the option of canceling the sale and receiving the refund after explaining the misunderstanding, which in light of the several other things you mention also are not correct and were never said, we are quite certain was not altogether, if at all, a fault on our part.Anyhow, we do wish you well with your hood and any future appliance needs.

Review: We purchased a warranty for service on a Frigidaire range that was purchased at Perlas.

Some of the burners have stopped functioning. While the range was still under warranty, a service person came, diagnosed our problem, and ordered parts. We were told that the new parts would be installed within 7-10 days.

That was six weeks ago.

The first two times we called after the 10-day period, the employee told us we would be called right back. No return call ever came.

Then we twice scheduled times for a service person to install the ordered parts. In both instances, the service person failed to show up. We received no explanation until we called Perlas to find out why the service failed to show up.

The situation remains unresolved.Desired Settlement: Parts installed and range returned to full functionality, under the terms of the warranty we paid for.

Review: Perla's refuses to honor a paid extended warranty purchased on a front load washing machine. Waited for serviceman to correct previous attempt to fix with wrong part. Our appointment was cancelled by wife of owner ( at her admission) without our knowledge and for no known reason so we were left waiting an entire day from 8 am to 6 pm for promised worker who never showed. Called in to ask what they were going to do for us and got returned call by owner stating he would not be servicing our machine. Also with a threat for me to go to the place of business as he was loading bullets into his gun. I called in a complaint with [redacted] PA police on 11/10/15 and spoke with an officer.Desired Settlement: Refund of Full Extended Warranty amount. Cost of damaged clothes torn because of incorrect part installed. Shown in person to owner.

Business

Response:

Thank you for your input. Being a third-generation owner of a family business established over 87 years ago, I assure you we take all customer correspondence, both positiveand especially negative very seriously.Firstly, Perla's has never refused to honor any valid warranty. We did indeed service this machine at no charge, and did not install any "wrong part". After service, we did receive a complaintand rescheduled to recheck the washer. On this day, we did run late and informed the consumer, either Mr. [redacted] or perhaps the other gentleman who lives there, I am not sure which. After this,my wife, Georgeann P[redacted], did receive a very loud, verbally abusive call, again either from Mr. [redacted] or the other gentleman, and informed me of this call and its nature.We will not service under any circumstances for any customer who is threatening or otherwise abusive to any of our personell, either in the store, at the home, or on the phone.After one of the two men living there confirmed he was screaming and abusive on the phone, we did unilaterally cancel the contract with us, and will issue the appropriate refund.

Consumer

Response:

Review: Dear All:My name is [redacted] and Id like to file a complaint against a business - Perlas Appliances Plus for their repair service and products.- they have $600 of my money - they have taken my $1,500 gas grill- they have failed to repair it and now refuse to return my gas grill.Name of the business:Perlas Appliances Plus[redacted]We called Perlas to repair a gas grill in August of 2013 (almost 10 months ago).They came out, removed the gas grill, and took it back to their shop.We paid them $600 in advance for parts and labor to fix the grill (have the cancelled check).We called on May 23rd, 2014 (10 months later) and asked if the gas grill would be ready for Memorial Day.Mr. [redacted] was extremely belligerent and angry with my wife for calling. After apologizing for his rude behavior he admitted that in the previous 10 months they had not ordered the correct partsHe assured my wife that in 1 to 3 additional weeks the gas grill would be ready.I called today ([redacted] husband) - and not only received the same rude [redacted] behavior / but he confirmed that they had NOT even called for the parts yet, and as we talked and I asked for my grill back he said 3 things:He would NOT give back my gas grill,He WAS keeping my $600, andGood Luck in Court!I have complained to the [redacted] about their distributor and they naturally apologized for his behavior.Im not sure what else to do at this point other than file a complaint with the Revdex.com of Western Pennsylvania.At this juncture I need to write it off and go get another gas grill but I must say Ive lived in [redacted] over 30 years and have never experienced this level of customer service / especially on a high-end appliance.Thank you for listening. If you have any ideas other than getting an attorney and suing for our money and for the grill let me know.Thanks again.[redacted]Desired Settlement: At this point I would like the $600 returned / and the gas grill returned and put into the place where it was taken. Thanks for anything that you can do.

Business

Response:

Thank you for your input. Being a third-generation owner of a four-generation family business serving the Greater Pittsburgh area now for over 88 years, I assure you we take all customer correspondence both positive and negative very seriously.I have personally reviewed the complaint and the complete file, and respond as follows.Regarding the personal comments about the tone of the discussion, I will not get into a specific unproductive he-said she-said back and forth commentary. I will say all of us here, while always attempting to be as polite as possible, are also human beings, and as such, like most people tend to treat people with the same courtesy and demeanor as we are treated also.As to the grill repair - the consumer is absolutely correct in that this took way longer than it should have, or normally would have. What is less than correct is his assertions that we were at fault in not ordering the correct part, and refused to return the grill. We did explain, correctly and accurately, that [redacted] close the distributor that served our area, the [redacted]l company, during the time we had the grill for repair, and did not set up for some time an alternate supplier for part special orders. We also accurately explained that the proper part was possibly going to be a problematic process to get right, as the original model and serial tag had weathered away.Nonetheless with all that said, we did get the right parts, complete the repair, and both wrote and called the consumer to notify him of this. We will be happy to return the grill anytime within the next 30 days, upon receiving payment for the balance of the work. If we do not hear back from the consumer, as we did not before, we will dispose of the product as abandoned.

Review: We received a recall on for a part our Viking dishwasher purchased at Perla's. Viking sent the part that needed replaced directly to our home. The part was received in October 2015. We called numerous times to schedule an appointment for the work to be done, receiving excuses and rescheduling of our appointment. Finally on February 19th 2016 a serviceman came to install the part. After an hour the serviceman announced that he had broken a part and needed to order it. He said it would take about a week. After the service call the dishwasher does not operate. After 2 weeks we began to call Perla's and have received many excuses and delay's. Finally an appointment was made for today. Friday April 8th. Perla's called again to postpone the appointment. The service we have received has been horrendous. We have been without a dishwasher 7 weeks patiently waiting service. We would like to have our dishwasher repaired.

Review: [redacted] visited our call for our new LG Refrigerator on September 22, 2014. The unit was about 2-3 weeks old. Our freezer started defrosting the food.. It necessitated a "loaner" from the business where we purchased it. Prior to [redacted] arrival out unit started freezing again. [redacted] said he found nothing wrong with the unit. He did say the freezer drawer door hinges were installed backwards and changed the installation of the hinges. He found 1 hinge that was broken. He ordered a new hinge and said he would be back in 2 weeks. One month later I called to check on the order and was given a returnservice date of October 15, 2014. Perla's was a "No Show No Call!" When I called back I spoke to [redacted] sister [redacted], she said she would get things in order and call me back. No call. A few days later I called and spoke to the parts lady [redacted], she said she would check and get back. No call. I called back in a week and spoke to [redacted], he said the part would be in and he would call back within 2-3 days and reschedule a service call. No return call!I called back in 3 days and got [redacted] who promptly gave me [redacted]. [redacted] didn't remember which drawer it was for. He had filled out paper work on the job which would have given him the information he needed. He had "No Clue!" He did say he would look into it and get back to me. It is now January 23, 2015 and "No Call!" Very poor Customer Service, lack of attention to detail and less than acceptable business practices. Just points out what happens when the founders work their children into the business, after building a successful business.Desired Settlement: No settlement requested-for Revdex.com and Public Information only.

Business

Response:

Thank you for your input. We have reviewed the service request, and indeed found we did have a breakdown in communication, which should have been handled differently.However, we are an independent appliance dealer and servicer, and this breakdown was caused by our inability to be paid from anybody involved for our work, which is a necessityto properly and efficiently run our business. We value all our customers, including not only consumers but also the insurance companies and manufacturers we work with and for, and uponmaking an accurate report of our findings - that the damage and failure of the machine was not due to any manufacturer's defect in material or workmanship - we attempted to be paid for ourparts and labor expense from who we thought should be the responsible party - [redacted] whose installers did install hinges improperly - and had no success with this. Thus, it threw the callinto a hold status here which required special handling and hence the delays. We should have given the customer the opportunity, if he chose, to pay out of pocket for the repair, or arrange to have either the selling dealer or the manufacturer pay for the repair, and complete itin a more timely fashion.Even given that we were never paid by any responsible party, we attempted as a good-faith effort at assisting the consumer, making the call to the customer after all this was discovered, and those calls we made - yes, by family members of our fourth-generation family owned business which we are quite proud of - went unreturned.