ComplaintsforPark Home

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Nov. 2022, we ordered a GE Profile gas range from Park Home in Duncansville, PA as it was not in stock. In Feb. 2023, the range was delivered to our home. The delivery guys damage a door frame trying to push the range through. The guys finally took it through a different doorway. They pulled out the old range and placed the new one it its spot leaving me to unpackage it. Once I put the stove top burners in place, I tried the oven. It did not work. I called service and had to weight eight days for the repair service. The brand new oven needed a circuit board before I had a chance to even use it. During this time of waiting, I contacted GE consumer service. They sent out their own service man the day after Park put in the new circuit board. The man from GE checked everything over on the range and noticed the drawer was not closing properly. At that time, he told me it could not be fixed and to contact Park. The service guy from Park came and agreed that the drawer was not closing properly. (See attached pictures.) Park refused to take the range back nor to make this right with me. I wanted to return the range for another one. They said they would order a new drawer. When the new drawer came in, it would still not close. Obviously, there is a defect in the construction of where the drawer goes. After, much back and forth arguing with Park they sent me a check for $50 hoping that would shut me up. Every person I talk to about this poor customer service treatment from Park has told me that I should contact the BBB about them. If a person buys a product and it is defective from the start, the consumer has the right to return the item. Park Home refuses to take the defective range back. They told me the other day they would order another drawer. That is not the problem. The problem is a defect in construction behind the drawer. I have never dealt with a business with such poor customer relations and poor service. They simply do not care.

  Business response

  01/18/2024

  Hello,

   Park Home is following manufacturers guideline to repair defective range. Parts are on order to have range drawer repaired. Our service team will be in touch with ******* *** ****** ***** once all parts are received to repair range.

  Thank you, Jamie F******

  Customer response

  02/02/2024

  To whom it may concern:
  Hello.  I would like to explain why I did not accept Park Home's solution to the complaint I filed against them. *** ********* ****** *** *********
  They want to simply replace the drawer to the range - again.  They already did replace the drawer once and it made no difference in how the stove drawer closes.  The problem is not the drawer itself, but something is not right back behind the drawer.  Perhaps the track that the drawer slides on is not the same on both sides or something. That is why the repair person GE sent to look at the situation said that the problem cannot be repaired.  Park Home won't accept responsibility for the defective range I bought from them.  Replacing the drawer for the second time will not solve the problem.  So, what am I to do now?  
  I have paid full price for a range that is defective and they refuse to replace or refund me on the range. I have never seen a business that will not do the right thing and to make me a satisfied customer. This is simply not right! Any business I have ever dealt with over my 45 years of married life has always made me a satisfied customer.  When I bought merchandise over those 45 years and something was not right with it, the company has always exchanged it or refunded my money except for Park Home. They have the worst customer relations/satisfaction I have ever seen. 
  Thank you for helping me with this situation.
  Sincerely,
  ****** *****

  Business response

  02/06/2024

  Hello,

    Park Home is following manufacturer guideline to repair defective range. Parts are due to arrive to our warehouse within the week of Feb 12th 2024. Our service team will be in touch with ******* *** ****** ***** once all parts are received to repair range.

   

  Thank You, Jamie F******

                     Park Home

                    

   

  Customer response

  02/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However, this step was already done by Park Home once before and it did not resolve the issue with the stove drawer.  Park Home is welcome to put in a new drawer, but if this does not resolve the problem then I am going to reissue the complaint I have with them.  Thank you. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional couch on 4/30/22 from Park Home in Duncansville, PA, along with the warranty offered for 5 years. When I spoke with the representative about the warranty purchase, it was explained that everything would be covered if something happened, whether that would mean a full replacement or a repair. I recently called due to the seams splitting apart and the stuffing from inside falling out. I expected to not have any issues with this due to it not being old and having the warranty to back it. When I spoke with the representative from the company regarding the warranty, I was informed that since it was not the leather part and not intentional damage, the company would not cover it. This is NOT what was explained NOR ever mentioned when purchased. We were falsely lead to believe that it did not matter what happened, the warranty would cover. This is complete FALSE advertisement or lack of knowledge on the salesman's part. This should have been explained to us but instead it was not and now we are left with a couch that is only a year and a half old, and is falling apart and unable to be fixed. I want this resolved ASAP before more issues happen. This was unacceptable behavior of a salesman to not give accurate information just to make a sale. The customer should be informed of what may not be covered so they can make an informed decision. I have had several family members purchase from this store and I would have purchased more, but if this is not resolved, I will make sure everyone I know and others are aware of the false information being presented when purchasing from Park Home. The pictures added are from when we tried to first open a claim with the warranty but due to nothing being done, it has now gotten worse.

  Business response

  01/02/2024

  Park Home Service team has set an appointment with the ********** for Tuesday January 2, 2024 to address this issue. 
  
  Thank you, Jamie F****** 

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/23/23, we had a sectional delivered to our home that was purchased from Park Homes Furniture in Johnstown, PA. We paid $2395.58 for the sectional and $149.99 for delivery. The delivery men had a difficult time getting the sectional through the door and ended up bringing the sectional through a window. Approximately 10 minutes after the delivery men left, I noticed scratches on my door that were caused by staples on the bottom of the sectional that were holding cardboard in place where the legs of the sectional were placed upon setup. I did file a complaint with the PA Attorney General Office which is attached. Park Homes is not accepting any responsibility for the damage. When I tried to resolve this with the company, they made allegations that my husband was at fault for this because he was helping them bring the sectional in the doorway, when in fact he was only trying to prevent the door and the sectional from being damaged by pushing cushions on the sectional down as the sectional was brought through the doorway by the 2 delivery men so they wouldn't catch in the doorway. Upon turning this into the PA Attorney General, again they are placing the blame on us because I signed documentation that a delivery was made with no damage to my property and stating there is damage in the door jamb that they could not have done because the door was on upon delivery. There is no damage in the door jamb. Yes, I did sign the documentation, but my husband and I did not inspect the door or anything else on our property after delivery. I noticed the damage after they left. The door is only 2 years old; it will not look right to try and touch up scratches with paint and a door replacement is $6,324.15. This was not an intentional act by the delivery men, they tried to be careful, however it happened, and the company is not accepting any responsibility for it. I think the company should be responsible for replacing my door.

  Customer response

  08/18/2023

  This complaint was against Park Home Furniture - 600 Galeria Drive, Johnstown, PA 15904. Telephone 814-564-7275.  This complaint was not intended for Keystone Collections Inc.  Can this complaint be sent to Park Homes or should I open a new complaint?

   

  Business response

  09/19/2023

  We are going to respond to this complaint the same as we did to the Attorney General:

   

  They signed we did no damage to her property. And the marks on the door jam could not have been made by our furniture while the door was on. And if we took the door off, we couldn't have damaged the door. Her husband never mentioned any damage at all and he helped try to get it thru the door.
  Ultimately, she signed very clearly we did no damage to her house.

   

  Customer response

  09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is no damage to our door jamb, and we never mentioned any damage to our door jamb.  I'm not sure why Park Homes keeps replying with this.  Maybe someone from Park Homes would like to come look at our door as they have only viewed the pictures I emailed them.  We did not mention the damage to the door because we did not notice the damage until 10 minutes after the delivery men left.  I didn't think I would need to inspect every inch the delivery men were before signing off on the delivery.  If this is how Park Homes treats customers, I will never be doing business here again and I will be sure to share our story with as many people as I can.   This is not the only issue we had with Park Homes regarding our furniture we ordered, however, this is the only issue that the company has been unwilling to resolve. In the end, I know the truth and so does God and karma will come to full circle in the end.

   
  Regards,
  
  **** ****

• Initial Complaint

  06/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchases a couch in September of 2021, I turned in a claim due to two tears in the cushions of the couch. I received a phone call today ( 06/27/2023) that I had to have the couch professionally cleaned and send them the bill stating I had the couch cleaned before they would honor the warranty. The warranty states that it covers stains, rips, tears, etc. I spent $150.00 on a warranty that is not going to be honored unless I pay to have the couch professionally cleaned. When I spoke to the lady again today I asked her if I could please just have a refund for the money that I paid for the warranty since they are not going to fix the rips or replace it. She stated she would talk to her manager and call me back. She called back and stated that they would not refund the money since I had the couch for 2 years. There was no point in getting the warranty if the damage was not covered.

  Business response

  09/19/2023

  Our warranty company denied the claim because the sofa was all stained.  The warranty does cover accidents but they have to be reported within 30 days.  It does not cover and accumulation of stains which is what this is considered.  And they will not fix a tear unless the sofa is cleaned.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Speed Queen washer (***** **************** ****** *********** bought February of 2021. Approx 4 months after purchase, washer started making a noise. To date, the technicians/repairmen have been to my home 10 times for this issue. Today was to be the 11th time they were to come, after waiting for the two hour window of arrival and still no technician, I cancelled the appointment. I have called the store several times over the past several months to try to get this resolved and when I get a return call, which has not always happened, I have been told it is Speed Queen that will not replace the washer. I have visited the store two times to leave a message/complaint for the management and or owners, and did not even receive a call inquiring about the situation or my dissatisfaction. I have made it known that I am very displeased with the amount of time I have had to sacrifice and their is still no resolution. Today was the "straw that broke the camel's back" when I waited for two hours (11:30 - 1:30) and no technician/repairman arrived. I have tried to make it clear, after the past several visits, that it would be more beneficial for all involved, financially and time wise, to just have the washer replaced. This has fallen on deaf ears. I am hoping that by submitting this complaint via the BBB I will be able to get this resolved by having the washer replaced and I will not need to continue to give up my time for an issue that can not and has not been resolved.

  Business response

  06/12/2023

  This washer has been replaced. 

  Customer response

  06/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  **** ******

• Initial Complaint

  05/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought GE refrigerator on 11/03/2022 paid 2519.00 dollars was delivered on 12/13/2022.***** * *********** ************ . Had 2 dents in left door when delivered they took pictures and ordered door installed couple months later with 3 dents in it ordered again sent another dented door waiting on another door. Freezes ice in refrigerator they replaced fan and damper still same problem. Ice melts together in ice maker parts ordered all issues started day 1 serviced by park homes. Service department stopped returning calls. After calling ge a couple times they sent there service man out to work on ice freezing in fridge problem ordered mostly same parts. Ge said Park Homes will be responsible for door. After almost 5 mounts dealing with this just want them to take back and refund money. Have had to throw a lot of frozen produce away.

  Business response

  05/30/2023

  Hi.  We are sending our head tech out Monday 6/5.  We tried to get someone out sooner but that was the best date for **** ********e.  We will assess the situation and communicate with GE to get it resolved.  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3-26-2921 purchased dubel recliner/ console/ model * ******* purchased new merchanise Park protection program/5 yrs. for &99.99 paid cash $699.99+99.99/customer care services+99.99 furniture delivery, total 953.97. 1st. a spring in right side broke. they can and fixed it. repair man said he never saw one break before. no charge now the spring on the left side breaks. call customer care services & they said it isn't covered. Now they want to charge for repairs. What good is the Park Protection program? We thought, we would be covered if we need it. we are not able to pay . The orginial purchase was nessary but added costs, are more than we can afford. Is there any recorse ? Or must we pay? As you can see, it is not that old & should last more than just over a year.

  Business response

  01/06/2023

  Hi.  The customer does not owe us anything.  We will take care of it.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivery men damaged walls when delivering and removing a refrigerator. The refrigerator that was delivered did not properly fit and was forced into the opening, and damage was done to doors, walls, and base trim. Upon removal of the refrigerator, there was additional damage done to the walls. A supervisor named Kathy was contacted and did nothing about it

  Business response

  05/02/2022

  The customer gave us the model of the refrigerator she wanted.  Therefore, we didn't have anything to do with the refrigerator not fitting in the space.  As far as the house damage, by looking at the pictures, the damage looks like it older damage and was already there.

  Customer response

  05/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ** **** *****

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased furniture Park has been here multiple times to fix with no resolution. They will not resolve the issue( refund or exchange). Park continues to say it's the manufacturers responsibility when it’s the retailer’s.

  Business response

  06/12/2023

  Customers piece of furniture was picked up and sent back to the manufacturer.  The manufacturer repaired furniture, brought it back to us and we delivered it back the customer. I have not heard from the customer since.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩