Pirch Inc

Hello, It is our understanding, per discussion with Sub-Zero, that this was resolved via a replacement by Sub-Zero. We hope this provided a satisfactory resolution to this complaint. Best Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The associate should have notified customer that a stacking kit is required for these appliances to function properlyShe left out an extremely pertinent piece and as a result, have left these items useless and inoperableIt is outlined by the *** in their specification sheets that they provide to all their resellersI have attached those specification sheets that has recently been provided by PIRCH’s own associates offering their apologies for the mistake of one of their own associatesThey have told me that these specification sheets are provided to all *** resellers and their associates and they are the ones who forwarded me *** ***’s contact and assured me that he would be able to quickly resolve this matter for me. The Pirch marketing manager who responded to this complaint wrote that “Washers and dryers are set up side by side all the time…” THIS IS ABSOLUTELY in the case of this particular series of *** washers and dryers100% LIEI saw the *** washer dryers STACKED in THE PIRCH store as well as Snyder Diamond and Pacific SaleI made this purchase based solely on the fact that these units operate as stacked unitsI repeat, they are shown as a STACKED unit in EVERY reseller location in America, Europe and AsiaI have attached a photo of the stacked *** washer and dryer set that I saw in their own storeI have also attached the specification sheet that was only recently shared with me by other Pirch associates who were all very well aware that a stacking kit MUST be sold with these unitsThese are the specification sheets that all Pirch associates are given access toIf you scroll down starting on the second page, you will clearly see diagrams of their operation and set up as stacked units. Also, the installers did not make any errorsThey simply followed orders and installed all the equipment that was provided by PirchThe sales associate should be responsible for including and selling ALL VITAL parts and accessories with their appliancesAgain, this was confirmed by every Pirch associate I spoke to in all their locations INCLUDING *** *** own colleagues and managersUnfortunately, *** *** decided not to follow through in resolving this issue. Instead *** never returned my calls or emails for TWO monthsI had to call and leave message after message with his office and receptionistsI was able to get a hold of him only after I had already started working on this case with an outside agencyHe was the one who cut the call short and hung up on me and never attempted to follow through with a resolution. To date, as a result of this event, the washer has been used only once and the dryer has never been usedThey are unusable and inoperable in their current stateAt this point, Pirch should take the washer and dryer back for a full refund. Regards,*** ***
Regards,
*** ***

Hello, Per our discussion with Whirlpool, the unit itself is out of the manufacturer’s warranty, however there is an extended manufacturer’s warranty on the part itself that failedWhirlpool is offering to repair the part, but the unit itself is not available for replacement. We apologize
for the prior service miscommunication which was the result of our third party service provider, which we are currently in the process of ending our relationship with due to poor service. Best Regards,

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Pitch's response in no way addresses my concern Yes, the head office of Sub Zero was kind enough to replace my refrigerator as the refrigerator had a design flaw in the door closingPitch, however, was the retailer from whom I bought the refrigerator and they were completely unresponsive to my requests for assistanceNone of my numerous phone calls to Pirch were answered and although my $12,refrigerator was new with a full warranty, they chose to deflect any responsibility and hide in the shadowsThey should be ashamed of their complete lack of professionalism

Hello,Per discussion with our project manager "We have been out a couple of more times since this complaint was filed. Everything is in order at this time with both the range and the hood. The only thing they are waiting on are some new knobs for their range, which is in process."We hope
this provided a satisfactory resolution to this complaint. Best Regards,*** ***| Accounting ManagerP l R C H *** | www.pirch.com D *** *** *** * *** *** *** *** *** *** ***
*** ** ***

Hello, The refrigerator referenced in the complaint was replaced on 9/26/(see job details attached including customer signature as acceptance). We hope this provided a satisfactory resolution to this complaint. Best Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I consider this complaint resolved
Regards,
*** ***

Hello ***, thanks for following up about this Revdex.com complaint today.This issue was transitioned to our insurance company in April and the claim was settled satisfactorily with Mr*** in July

Hi ***, We did some digging on this complaint and found out the following: Our VP of sales, *** ***, spoke with this customer a few weeks ago to address. Just to clarify, we did not do the install. The customer used their own installers. They installed the units on top of one another without a stacking kit. *** sold her the units and was never told by the customer that they wanted to stack them. She didn’t inquire about the stacking kit because the customer provided *** with a prepared list of products she needed *** to quote which *** did. Washers and dryers are set up side by side all the time, so, it isn’t something required when purchasing a washer and dryer and not necessarily assumed to be needed in addition to the fact that the customer provided the list to match the products. When *** talked to the customer, her expectation was that we would provide her with a stacking kit and reinstall the units for free. *** explained to her that he didn’t understand why we would be required to fix another companies installation mistake for free and provide a stacking kit for free as well. He offered to sell her a stacking kit that she could have installed by the company that did it incorrectly for free and she left the conversation ***et and now has made this Revdex.com report. We do not think a call from anyone else will resolve this issue unless we agree to provide the stacking kit and set up the free installShould we need to provide the stacking kit and free install to remove this claim, we’ll do our best to accommodate, but first we wanted to see if there’s any way to resolve the claim with the information given above. Thank you, *** ***| Marketing Specialist P l R C H

Hello, The customer was provided a stacking kit free of charge, which was shipped on 12/16/16 via [redacted] (tracking #[redacted]) and delivered on 12/19/16 (see proof of delivery attached). We hope this provided a satisfactory resolution to this complaint. Best Regards,

Revdex.com Complaint #[redacted]: May 23rd: Customer reached out to Assistant Store Director (ASD) disclosing her poor experience with PIRCH regarding her hot and cold water unit.  Customer requested Hot and cold water system, sales person did not order hot and cold unit, sales person ordered the...

hot tank and filtration system.  Customer stated that she had her plumber purchase all hoses, ASD requested bill from plumber for PIRCH to compensate the cost.  ASD disclosed to customer that PIRCH will order her the hot and cold system plus filter and hoses.   May 28th: Customer called ASD requesting status on chiller.  [redacted] sent her the tracking information [redacted] customer would receive on the 1st of June.  Item was not red labeled from Dallas which did not trigger urgency to delivery of product.   May 29th: ASD responded to customer’s feedback via email for the same information given on the 28th. ASD disclosed to customer her item is scheduled to arrive on Monday and included the tracking number [redacted], customer was not charged shipping.   June 6th: Customer stated she never received chiller, after reviewing tracking information from UPS “dropped at door.” Customer disclosed to ASD she also did not receive filters and hoses.  ASD ordered another hot cold system and filter through Mountain plumbing, Mountain plumbing expedited order to receive Tuesday the 9th.  She requested all items to be sent to her home that Monday the 8th. The call was made on a Saturday afternoon and ASD informed the customer the earliest we can have her items UPS is Tuesday the 9th.    June 8th: Customer requested sent follow up email requesting status of filters.  ASD responded to email stating “I am waiting on tracking information from UPS.”  ASD sent next day air tracking information to customer.   June 9th: Customer received requested items via UPS.    Customer made Revdex.com complaint requesting $300.00 compensation for plumbing bill.  Customer never sent bill for purchased hoses from her plumber.    Call was made to customer from Director on 6/24/15, the Director contacted assistant and is waiting for call back.

Hi [redacted], We did some digging on this complaint and found out the following: Our VP of sales, [redacted], spoke with this customer a few weeks ago to address.  Just to clarify, we did not do the install.  The customer used their own installers.  They installed the...

units on top of one another without a stacking kit.  sales sold her the units and was never told by the customer that they wanted to stack them.  She didn’t inquire about the stacking kit because the customer provided sales with a prepared list of products she needed sales to quote which sales did.  Washers and dryers are set up side by side all the time, so, it isn’t something required when purchasing a washer and dryer and not necessarily assumed to be needed in addition to the fact that the customer provided the list to match the products.     When sales talked to the customer, her expectation was that we would provide her with a stacking kit and reinstall the units for free.  sales explained to her that he didn’t understand why we would be required to fix another companies installation mistake for free and provide a stacking kit for free as well.  He offered to sell her a stacking kit that she could have installed by the company that did it incorrectly for free and she left the conversation [redacted]et and now has made this Revdex.com report.  We do not think a call from anyone else will resolve this issue unless we agree to provide the stacking kit and set up the free install. Should we need to provide the stacking kit and free install to remove this claim, we’ll do our best to accommodate, but first we wanted to see if there’s any way to resolve the claim with the information given above. Thank you, [redacted]|  Marketing Specialist P  l  R  C  H

Review: I purchased a hot and cold water coolant system for my kitchen. I paid in good faith. I was told it would arrive within 2 weeks. It did not. They did not complete my order. When I complained they took an extra week to send the missing part. I paid for the installer to come twice so far. Now he has to come a third time. They forgot the filters that I ordered. They also didn't include the tubing and piping that goes with they pieces. My plumber had to go buy them. Also he actual hot and cold machine has a leak and doesn't work. In other words they sent me a defective product and didnt bother to ensure it was complete before sending; even though they sent it late.They said they would get back to me right away this morning and they never did. I still don't have everything I ordered and paid for. They keep blaming the distributor but its their distributor. I have not been refunded for the plumber calls. I have not even received the refund for all of this distress and complicationsDesired Settlement: I want immediate replacement of missing parts and a refund for the plumber visits and the piping.

Business

Response:

Revdex.com Complaint #[redacted]: May 23rd: Customer reached out to Assistant Store Director (ASD) disclosing her poor experience with PIRCH regarding her hot and cold water unit. Customer requested Hot and cold water system, sales person did not order hot and cold unit, sales person ordered the hot tank and filtration system. Customer stated that she had her plumber purchase all hoses, ASD requested bill from plumber for PIRCH to compensate the cost. ASD disclosed to customer that PIRCH will order her the hot and cold system plus filter and hoses. May 28th: Customer called ASD requesting status on chiller. [redacted] sent her the tracking information [redacted] customer would receive on the 1st of June. Item was not red labeled from Dallas which did not trigger urgency to delivery of product. May 29th: ASD responded to customer’s feedback via email for the same information given on the 28th. ASD disclosed to customer her item is scheduled to arrive on Monday and included the tracking number [redacted], customer was not charged shipping. June 6th: Customer stated she never received chiller, after reviewing tracking information from UPS “dropped at door.” Customer disclosed to ASD she also did not receive filters and hoses. ASD ordered another hot cold system and filter through Mountain plumbing, Mountain plumbing expedited order to receive Tuesday the 9th. She requested all items to be sent to her home that Monday the 8th. The call was made on a Saturday afternoon and ASD informed the customer the earliest we can have her items UPS is Tuesday the 9th. June 8th: Customer requested sent follow up email requesting status of filters. ASD responded to email stating “I am waiting on tracking information from UPS.” ASD sent next day air tracking information to customer. June 9th: Customer received requested items via UPS. Customer made Revdex.com complaint requesting $300.00 compensation for plumbing bill. Customer never sent bill for purchased hoses from her plumber. Call was made to customer from Director on 6/24/15, the Director contacted assistant and is waiting for call back.