Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought a brand new ** washing machine 10/10/2024 from Pieratts. We installed it the very next day, 10/11/2024. We ran a test cycle. The machine began making an extremely high pitch sound. We called the store, the manager or sales rep refused to refund, exchange, the machine. They claimed a tech needs to come out to take a look. A tech came out and said this is a normal sound all new ** washers make. The sound is so high pitch my children cry when machine is running. The store is refusing to exchange or take the machine back, Even though they are claiming the machine is perfect. The manager and sales rep have been so difficult to work with. As a working mother of 4 children; this machine was not an easy purchase to make. Customer service has been horrible. I’d call and ask to speak the manager and they would say the “manager is not in” and then I’d call another store location and they tell me, no that manager is in and we just spoke with him. The sales rep is also never “in”. And neither call back. I have to constantly chase them down. Everyone needs to be aware that if they purchase any appliance from this store and open the box, and plug the appliance in, that even if it doesn’t work, they’ll refuse any kind of compensation. Despite my washing machine being one day old, and they are claiming nothing is wrong, when you can clearly hear the sound, and refuse to help in anyway. As a young family, I would hate for ANYONE to go through what I have been going through. EVERYONE needs to be aware and not be scammed into buying products from the store with such horrible return policy and lack of customer service care. I would never want anyone to purchase a product there and spend so much money and lose everything. I am not the type of person to even write reviews or go through all this. But this has been a nightmare for my family. I want to save everyone the trouble of purchasing through this business. I want the people of Kentucky to be made aware and go else where.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a ******* furniture sectional sofa in December of 2023 from Pieratts in Richmond, KY, however, the main location is in Lexington. One piece of the sectional was delivered broken. Pieratts ordered another piece and several weeks later it arrived. When they brought it in, they realized another piece where the sectional clips together was broken. Therefore, we had to wait several more weeks for another piece. That same piece (initial piece) was delivered with stains on it and we were told their furniture repair man would come out to investigate. He came out to assess all the damage and stains and we also informed him that the chaise cushions were not the same quality of the ones in the store or what our neighbors have. They sink on both sides. He fought us on this and told us that’s how they’re made. I have been calling and fighting for new cushions since February of this year. We finally received 1 chaise price of foam with no material on it, just the insides. I’ve called Pieratts more times than I can count regarding this issue. Our salesman left the company as well as the first service manager. *** ****** the new service manager promised he would take care of me, however, I haven’t heard back from him. He said the cushions have been on order since April which is unacceptable and I don’t believe is the truth. He was supposed to find out what was going on with the furniture repair man they had contracted out, but again, I never heard back from anyone. I’ve talked to almost everyone in this company and when I asked for the owner I was told they weren’t there. The couch is not the quality of the ones in either showroom. It squeaks when you sit on it and we are very average sized people. I’m tired of being blow off hoping my warranty will expire. I want my cushions and I want if fixed so it doesn’t squeak or they can take it back. This piece was almost $4,000 and it’s garbage.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an LG 30" Stainless Steel Freestanding Electric Range online on July 6, 2024. I received the range a few weeks later. Two days after arrival we tried to use the oven and it sounded like it was going to take off like a helicopter. I immediately turned it off as I didn't know what was going to happen...almost sounded like it was going to explode it was so loud. So, I contacted Pieratt's the very next day on July 23rd to let them know there was something seriously wrong with my range. A week or two later they sent someone out to look at it; of course it needed a part ordered. A few weeks after that he came to fix it, he put the part he ordered on it, and it was still broke. So, therefore it needed another part. Obviously there is something seriously wrong with this $1,313.13 range that I purchased. Two months later and still have not been able to use the oven part of the range. Pieratt's has refused to bring me a different range and I have not had this one fixed. They can bring me a new one, or refund me fully and I will purchase somewhere else. I don't want a brand new range that has already had to have two parts replaced. I want a new one, or my money back.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 5/22/2024 I ordered a microwave with a trim kit. For $460.04. I placed this order over the phone due to the previous microwave that I had purchased from them was damaged. When I called and spoke with ****** he said that I had to get a certain microwave to be able to fit my cabinet so that I can get a trim kit. So that is what I did. I measured my cabinet like they asked. The person that ordered this microwave and trim kit ordered the size that would fit my cabinet. It took over 2 months for this trim kit to arrive. The day I received this trim kit, I had my son, boyfriend & another man that has experience installing these. Not one of them was able to install. The trim kit would not fit my cabinet. There was not enough wood at the top of my cabinet to screw the trim kit into. I applied a picture of my cabinet so that you can see an example of my cabinet. I called Pierattes that same day and spoke with an employee and explained to them that I was not able to get this installed. I asked how much it would cost to have them come to install, they quoted me approx $185. I thought to myself, I have spent over $5000 here and they can’t have someone come to help install. My boyfriend decided that we had spent enough at this business. By this point with all the experiences we had here I didn’t want to pay for that service. I was told that they would have ****** call me. He never called. Waited 3 days. I called him. He said that I could possibly pay a restock fee. He was going to speak with owners and get back with me on Monday. When I spoke with him on Monday 8/5/24 he said there was nothing they could do that I was stuck with appliances that I could not use. I called Pierattes in Lexington to speak with owners. Lady took my name and number stated she would have someone call me back. I waited 3 days, called them back 5/8 and no answer. I am asking for a full refund. I choose to not deal with this business again. I have more info if needed.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are asking for a refund for the mattress that they promised a refund for and requesting one of the appliances, wine refrigerator, to be completely replaced. They sold us a new refrigerator but it’s had broken parts since the beginning and they’ve had three times a repairman come out and never fix it. Pieratts in Lexington Kentucky sold us several appliances and a ******* *** ****** mattress. They told us we could sleep on it for 30 days before deciding if we wanted to keep it. The mattress we purchased from Pieratts was a Cal king estate firm with pillow top at an additional cost. The mattress delivered was labeled queen. So we did not open it. We called Pieratts and they told us the salesman ***** was not in but would call us back when he was at work the next day. When ***** called we explained the queen there was delivered. It took ***** and Pieratts several days or a week to finally inform us that the mattress was mislabeled. We then used the bed for 2 days ands it was WAY TOO FIRM. We both could not get any sleep on it. We immediately called Pieratts and ***** to explain and ask for the 30 day sleep money back guarantee. He told us we had to sleep on it for 2 more weeks to really see if we liked it or not. after a week we told him that we still did not like it. He told us he would refund us. ***** gave us options for days that he would be in the store. All those days we drove to Pieratts and he was not working. In addition no other employee would help us, not even the store manager because they said “it wasn’t their sale and we had to deal with ***** only.” We left several telephone messages, text messages, and emails. When ***** finally returned our call he said it was now too late, past our 30 day limit to return the mattress. Even though we told him we wanted a refund weeks prior. We reached out to the general manager and store owner. No one would take or return our calls. We have all paper trail documentation of everything.

  Business response

  06/25/2024

  Pieratt's has agreed upon and communicated with the customer that we will take bake the wine cooler and give the customer a full refund.  *** *** **** ***** had 90 days from their delivery date to return their mattress.  This was communicated to them more than once via text message with their sales associate and by myself once in person.   The Rossis  did not come back in until after the 90 days.  Tempurpedic will not take back a mattress after the 90 day time frame.   Pieratt's gave these customers every opportunity to return the mattress, they simply did not adhere to the manufacturers guidelines that they were very aware of.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife and I purchased a ********** Gallery above stove microwave + the extended warranty offered by Pieratts. In October 2023, the microwave stopped working. A technician came out and diagnosed the problem and set up an appointment for repair. Microwave was repaired. In February 2024, the microwave stopped heating food and presented with the same loud, electrical sound previously observed. We called to schedule repair. The same technician came out and diagnosed the problem and said he would let us know about date for repair. Without asking about an appointment date or notifying us, Pieratts sent someone out when we were not home. We called to let them know we hadn’t been made aware of this appointment. A 2nd appointment was then scheduled, also without our knowledge. We became aware of 2nd appointment when we were notified that the repairman hadn’t shown up and would not be able to make it. When calling Pieratts to discuss frustration about lack of communication and resolution, we were transferred to ***** ****** in Lexington who assured us he would call us back the next day to make sure there had been a resolution for us. Still awaiting that call, but another team member named ***** called and spoke down to both myself and my wife, stating, “I’m not sure you understand, but a technician has to come out twice before a repair can be made.” We’ve had a technician at our home 3 different times, plus 1 time we weren’t home, and 1 time they didn’t show up to work. ***** needs work with her customer service. Instead of trying to resolve the issue, she acted as though we were at fault for the missed appointments. We cannot be home for them if we are unaware they were scheduled. We made ***** aware of our intent to contact BBB and haven’t heard anything from Pieratts in a week. We have now been without a microwave for the majority of the time since October 2023. I’m asking for replacement of microwave + refund warranty since it hasn’t been honored.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my kitchen appliances from Pierratt's and also purchased the extented warranty on all of them, I called Pieratt's on April 2nd to file a claim for my refrigerator because it quit working and ruined everything in it. I was told it would be 2 weeks for the part to come in and they would call me to make an appointment for it to be fixed, 3 weeks passed so I called them back and was told the part was in and they would call me back later in the day to give me a time frame for the next day which was Friday , April 19th, I never had a call from them, so I called the service department on Friday morning to try to find out when the time frame was, I was told between 12:30 and 2:30 on the same friday so I took off work and stayed home, no one showed up or called, so I called the store and spoke to the manager *** about it and he said he would see what was going on and would call be back, the next moring I called him back because I didn't hear from him and he told me service called me back. They did not..he transfered me to them and there was only one girl in there to answer the phones, and was told a note would be put on the managers desk to call me this morning, no call.....I have been trying to call the service department today serveral times and they will not answer the phone. Today is April 22nd and I still have no working refrigerator. I don't know why they just don't replace my refrigerator, clearly they don't want to fix it and the warranty is a replacement one. My warranty is due to run out in July 2024, and this needs to be resolved. I have talked to the manager and to service department both, it does no good, I keep getting referred to the service department and they won't answer the phone. What good is it to take out an extended warranty on something and can't get anyone to do anything, Pierrat"s has been around for years so I don't understand this. I have tried being nice and understanding but no longer.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October 2023 purchased a upright freezer and stove. In December was told that the stove would probably be six more months before it would be in. Agree to purchase a higher price stove that was on sale and they had in stock, paid the difference. When the brought them out at the end of December, the drawer was broken on the stove was told that it would have to be replaced with a whole new drawer. They never communicate with us, always the one to call and find out what is going on. They keep telling me it is on order. Ask if they would take a drawer out of another stove to replace it and then replace that one when mine came in. They said no. Called again on February 20th 2024 to check on it again and spoke with the parts department, the lady was very rude and said it's on order and I ask again about replacing it with one there, she said that was up to the salesman and his text was, "it's just a drawer you can use the stove." I adk her if she bought a new car and the trunk didn't work, would she be upset, you can still drive it. She hung up on me. Please help, want my drawer replaced or just come and get the stove and give a full refund. I think since October I have been patient with them. No word on when the drawer will be in.

  Business response

  02/23/2024

  We are going to replace the range for the customer.  We will contact her for delivery and pick up of the defective unit.

  Thank You

  Customer response

  02/25/2024

  
  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.
  
  Sincerely,
  
  ******** ****** **** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new Speed Queen set containing a washing machine and dryer last year. Within three months we started having problems with the washer. Service techs came out about four times to try to fix the issue. Even though they replaced the washer the problem still is t resolved. I can only use certain cycles or my softener won’t rinse out if my clothes. I asked repeatedly if I could return it and they never gave me an answer. Now the dryer is getting so hot that the metal dryer vent is melting and getting black on my white sheets. It is ruined a new pair of sheets. Also, we are scared that since it is getting so hot that it will catch on fire so we are afraid to use the hot setting. We are having to settle with only certain cycles for both the washer and dryer because if these issues. They have offered to replace the dryer vent but I told them that it will still get too hot even with a different vent and now I’m just scared that it will catch on fire. I don’t trust it. We definitely paid a lot for these and we have to deal with these issues. It’s not fair. We have asked them to allow us to return them and we would buy something else and pay the difference but they said they can’t do that. I have asked this starting three mi the in with these. All they do is give us the run around and offer to send techs out. We are very disappointed in Pierratts.

  Customer response

  03/18/2024

  
  Better Business Bureau:
  
  

  I filed a complaint against Pierratts in Lexington Ky and would like to update it now that they have resolved this issue. I do t know how to do that. Can you help me please* ****** ***** **** **** ****** ***** ************************

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Frigidaire Gallery refrigerator/freezer with an ice maker in the door. The ice maker has been having issues since February 2023. A technician came in March 2023 and conducted a service call. He determined that a part needed to be replaced. It was ordered and replaced. This did not fix the problem and after a return visit he then said the ice maker needed to be replaced. After replacing the ice maker, we were still not getting any ice. Another icemaker was eventually ordered and replaced. That did not correct the problem and we still have no ice. The technician came back again on July 10th and said there was a panel that must not be working and would need to be replaced. The technician said he would order the panel from the rep. and attempt to get it for free because we have paid approx. $600 for repairs and service calls for this icemaker repair and have not had ice since Feb. We have been unable to speak to a customer service rep as it always goes to voicemail. Multiple messages have been left, and Pieratts will not return our calls regarding this issue.

  Business response

  10/25/2023

  The parts for the repair are on order and will arrive the middle of next week.  We were able to get the parts at no charge, so there will be no cost associated with this repair.  We have scheduled the repair for November 3.  The customer purchased the original refrigerator in October of 2012.  That unit was later replaced by Frigidaire in October of 2016.  That being said the refrigerator we are currently trying to repair is 7 years old and out of warranty.  

*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. ↩