ComplaintsforP.C. Richard & Son Inc.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a stove that is three years old and is not working. I called as I have a warranty they came out and said it needs three parts a month later and many many calls I just keep being told they are waiting for one part. I have not had a stove in over a month and I paid a lot of money for my stove three years ago and want it fixed in a timely manner. I feel I am getting the run around and it is very unfair after paying for a warranty. .

  

  Business response

  09/01/2022

  Hello ********, we are very sorry to hear about the issues you have experienced. We have authorized a credit to reselect on invoice *********** All you would need to do at this time is contact your nearest P.C. Richard & Son store location, and provide them with this invoice number. The showroom personnel will assist you further. The credit is in the amount of the original purchase price, which is $1750.99 + tax ($151.02) for a total of $1902.01; we will remove the old appliance when we deliver the new one. The remainder of your service contract will be satisfied. This means you would have to purchase a new service contract if you wish to have additional coverage on the new appliance. We truly hope this helps.

   

  ***********************

  P.C. Richard & Son

  Customer response

  09/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  I was waiting for the company to come and fix appliance which just happened today. They were unable to fix appliance guy left and basically was arguing with me that it is fixed when it is not! Oven is making a clicking noise that it was not making prior to todays repairs. I am at al loss here I lost two days of work and have been waiting over a month and still have no oven. 
  

  
  

   
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  Business response

  09/09/2022

  Hello ********, we are very sorry to hear about the issues you have experienced. We have authorized a credit to reselect on invoice **********. All you would need to do at this time is contact your nearest P.C. Richard & Son store location, and provide them with this invoice number. The showroom personnel will assist you further. The credit is in the amount of the original purchase price, which is $1750.99 + tax ($151.02) for a total of $1902.01; we will remove the old appliance when we deliver the new one. The remainder of your service contract will be satisfied. This means you would have to purchase a new service contract if you wish to have additional coverage on the new appliance. We truly hope this helps.

   

  ***********************

  P.C. Richard & Son

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/23/21, I purchased a Stearns&Foster Cassatt UF King Mattress,**** ***** King Adjustable Base and other bed items 7/29/21 Delivery and Setup 8/2/21, I returned to P.C. Richard&Son to complain something was terribly wrong with the mattress. I brought in my measurements of the mattress. and explained i having a painful, uncomfortable time on mattress. Sales looked in the computer to check my measurements,called over Manager who confirm the mattress was not placed on the adjustable base correctly. 8/4/21 2 men arrived, “Problem”with my request to use foot covers I offered Covid-19 said no. He went outside made a call,retuned stating other man not coming give him the cover This man clearly upset begin to slam the mattress around the bed with no regards to damages, I said to him I hope you don’t break my bed,he continue his destructive behavior causing left rail separate. Requested exchange of mattress, No Only if Cut, I must Check and to Sleep on It Mattress damage

  

  Business response

  08/11/2021

  Hello **********,

   

  We apologize for the inconvenience that this has caused you and would like to offer you an exchange on the mattress. We hope that this helps. 

  Customer response

  08/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   Update 8/23/21: I sent you a response that on  Wednesday 8/18/21 P.C.Richard&Son schedule an appointment to exchange the mattress and the adjustable base. I was thankful for the exchange and thought all was okay. Only, to realize the adjustable base (foot rise) made noise upon the lift. Sound of metal as it rose and went down. I immediately Wednesday, went to the store spoke to Manager Will and explained the problem he stated he would call and send them back out to check. I heard no response no call no follow-up I went back into the to speak to Manger Will  store  Approximately 12pm I returned to store to follow-up and see what was the response or outcome for this problem   8/20/21. I Waited till he finished with customers. Manger Will made a call on this day to attempt to explain my problem with the adjustable base.( no answer)?
  Manger Will gave me the number and asked that I called ************ spoke to person ***** at 2:54pm in ******* stating she would have someone call me, a repair person? I immediately went back to store to speak to Manager Will was informed by Assistant Manager ****** that hehe was gone for the day, off for weekend. I stated to him I needed to speak to someone now, waiting for a resolution of this matter since Wednesday when it was brought to my house. I explained to Assistant Manager ****** the Concerns/ Problem did not want to wait without making a complaint. I do not want a repair upon this adjustable base I did not cause. I want an exchange, not a repair. I know and had an adjustable base in my home that did not have this problem or sound, not the normal operational sound. It sounds that the adjustable base has some sort of stress, I dont want a Repairman for this newly delivered base only an Exchange. I know for a fact this is not the normal operational sound. I explained to him I have Medical Issues, and maybe I need to return everything. Manger ****** took my report, explained he was off Monday but would foll-up  hopefully have a response onTuesday.
  I am sending this email to inform you all has not been resolved and there is this Problem that must be Resolved.
  I will keep you informed the outcome and/or  response on Tuesday 8/26/21. Please do not consider this matter/ complaint closed. I looked forward to your attention and assistance into this matter of urgency.
  
  Thank you,
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  Business response

  08/25/2021

  Hello BBB,

  We have called **** ***** to get service for the **********'s base and have given the her the phone number for ************. This is due to the original base having to be exchanged and she is looking for a second exchange because the base is making a noise. We told her she would need service to go out.

  Customer response

  09/07/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  The ******************** was exchanged Wednesday, September 1, 2021.
  Thank you again for your attention, input and assistance in helping me to resolve the issues with King ******** and ********************, both were exchanged as requested. 
  

  
  

   
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