ComplaintsforLacks Valley Stores LTD

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In January 2023 I purchased a recliner at the ******** ** ****** Nine months later in September 2023 the chair started making noises and wouldn't close all the way. The service dept gave me the run around for a couple weeks then finally sent someone out to diagnose the problem. He said the mechanism was broken. A few days later someone called and said they would have to order the parts and it would take TWELVE WEEKS. I thought that was horrendous business practice but ok. I waited 12 weeks and heard nothing so I called. They finally informed me they couldn't get the parts and have approved me for an exchange. Normally that would be great but guess what? They closed the store I purchased from which was about 45 minutes from me and now the closest store is a SIX HOUR round trip and that's only if I don't take a restroom/gas break and there aren't any traffic issues. This is absolutely unacceptable. I should not have to take a 6 hour trip to remedy something I had zero control over. LACKS sold me a lemon chair that didn't even last 9 full months and THEY closed down their stores. My money should have been refunded when they realized they couldn’t get the parts and don't have a location within a reasonable acceptable distance.

  Customer response

  01/30/2024

  Better Business Bureau:
  
  While I was fully justified in filing this complaint, I filed it when no one at the company was responding to my repeated calls for help. Once I did finally hear from the company they got everything straightened out within a week. I am fully satisfied with the resolution of my complaint, filed on 1/4/2024 and assigned ID *********
  
  Thanks,

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

  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fraudulent Contract/Service I purchased a Maytag Washer from Lacks Furniture here in Alice on February 02,2020. My Sales Associate Lorenzo ***** also in couraged Me to purchase the Extended Warranty. The Pamphlet he showed Me mentioned the advantages to Purchasing the Service Plan with Lacks plus it also mentioned a Lemon Protection Clause. He explained to me that Lacks would exchange the Defective Washer for a New one if they had to repair the same part three times. He also mentioned that they provided a Loaner Washer while mine was being Serviced. The 4 Year Parts & Labor Warranty was Only $139.95 , so I decided to include it along with My Purchase. Unfortunately, the washer has been a nightmare. I am now going on My 3rd Service Repair for the same issue. I completely understand and realize that it's Not Lacks fault that I am having these Issues, but this is why I purchased the Extended Warranty they offered. There is No reason Why I should have had to pay anything out of pocket. My Contract includes a 4 Year Extended Warranty for Parts and Labor. I could understand abuse or an Act of God voiding the Service, but that's just Not the case. There were No Exclusions included on My Contract Nor mention of having to pay for Any Parts. I was informed by the Valley Service Department that I had to pay $155.38 to have My Washer fixed. The Clerk informed Me that the part was not covered. I had No choice, but to pay the cost of the repair. I cannot believe that Lacks has resulted to such Poor Service. As of Today, My Washer is still waiting on Service. Thank You

  Business response

  09/12/2023

  This washer was initially serviced in December of 2021. The in-home inspection stated that the washing machine's tub was damaged and leaking water. Upon replacement of the tub, it was determined that the tub was secured to the washing machine and showed signs of damage from a foreign object in the basket. Objects like nails or screws can find themselves going through the drain holes of the basket, damaging the tub. This was thoroughly explained during the first replacement that was performed at no charge to the customer. The customer was notified that this kind of repair is not covered under the service policy that she purchased and would be performed at the company's expense out of courtesy. In June of 2023, Mrs. Cruz requested a service order for her washer that had begun leaking water again. During the in-home inspection it was determined that the tub was damaged once again and was leaking water. When the machine was brought in to be inspected, similar damages were found inside the tub. This was explained to the Mrs. Cruz and she agreed to visit store pay for the parts, the labor was performed at no charge.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a set of dining room and living room that in a short time started to peel. It was sold as leather, but it was a sinthetic leather like instead. I read in the web that these specific line of furniture had been defective and many people had complained about it. I went to the store and talked to the manager in turn and I sent him pictures trough email, he just stalled me and never gave resolution. Then I have to move to El Paso , Texas for a job and couldn’t resolve my complaint . I paid about 10,000 dollars for both sets and now both are horrible, they peeled and that is not fair. When I went the manager said this line was discontinued because the manufacturer did a bad job. I know that probably the time has expired but I just want to set a precedent so people are warned about this store.

  Business response

  12/27/2022

  Thank you for bringing this issue to our attention, unfortunately these items were purchased in 2013 and have a one-year warranty. Exceptions have been made for product that has had multiple failures throughout the collection due to subpar material quality or craftsmanship up to a year after the warranty has expired. In this case the items have been in the home for nine years. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a protection plan back in May of 2018 good for 5 year for furniture I purchased earlier back in February I had an incident where one of my couches ripped I tried to submit a claim only to find out that my insurance wasn't valid as it had been canceled. I called them and they could not give me a why as I had not canceled it. After many calls I got someone to approve a courtesy repair by the store. Several month passes and I would not get a call. Supposedly their system was down I called them again in May I sent pics as per their request to start the claim they told me they were gonna "order the fabric" they never called me back until I called them this month. I was advised that they would call the manufacturer to check on status. A few days later they call to tell me that unfortunately the manufacturer does not make the part (?) They had order fabric not sure what part they meant but they told me they could not so anything about my repairs. So now I'm stuck

  Business response

  09/05/2022

  Our service department has reached out to Mrs. ***** and arrangements have been made to exchange the damaged item.

  Customer response

  09/10/2022

  [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 would be satisfactory to me.  
  
  
  
   
  

*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. ↩