Complaints

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Oct. 2020 we purchased a LG gas range from Pieratts. Immediately noticing it not heating properly we asked for a service technician to come out. After approximately 7 technicians it was determined that the unit is faulty but nobody could say why. LG declined to replace it. Pieratts finally gave us a store credit for the price of purchase. Elated, I went to the Richmond store and spoke with a salesman named ****. I chose a Frigidaire range to be paid for by my store credit. He confirmed that it was in stock so this was fantastic! We went to his desk and as soon as he confirmed the purchase it said Back Ordered 2 weeks. I wasn’t thrilled but had already waited nearly two years for a working range so I said okay. Well this was July 28, 2022 and today is December 13, 2022… still no range. He offered to give me the Frigidaire range off the floor as a LOANER so I was happy to have it while I waited. The delivery was scheduled for the following Tuesday. The men came and told me that the range they had was not the range from the floor and that **** couldn’t locate that one! So my husband and I refused the item. It was not what we had agreed upon when he offered to loan me the floor model I had looked at when I chose the unit. We are extremely unhappy that we are into the third year of having a defective range and no end in sight. **** told me several times that he has 30 people like me waiting on the same range. If that’s the case he sold it to me knowing it had not been in stock for a while and no true delivery date was known. I understand supply problems but as I said, he knew it was out of stock when he sold it to me because about 30 other customers had already purchased the same unit. Sincerely unhappy and ruining meals frequently, ***** *****

  Business response

  12/29/2022

  Mrs. *****,

  I want to tell you that we are truly sorry about the issues you experienced with the first LG range. I know it is extremely frustrating to purchase a new appliance to only have issues with it soon after. We were happy to offer a store credit to you so you may reselect a different range. Unfortunately, the range you selected was showing that it was supposed to be shipped to us soon, but we only have the information from the manufacture to rely on when making these determinations. Further more, **** was kind enough to offer you a loaner range that we thought we had on our sales floor as a demo unit while you waited for the new model to come in. However, the range he offered you could not be found on the sales floor or in the warehouse so he selected a different model to loan to you. We receive estimated ETA's from Frigidaire on this range, and then they continue to push that date out further. I do understand your frustration with these delays getting the new model range and I am happy to offer you a refund for the price of the range if you would like to look elsewhere for this range, or we can keep your order open and call you when it arrives. Please let us know what you would like to do. 

   

  Thank you,

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pierrat’s damaged our hardwood floors causing extensive grooving in several areas when they removed the existing refrigerator and installed two more in the same area of our kitchen; We are asking them to compensate us for the repairs to the floor area damaged in the installation, We were in Maine for the latter month of May, all of June and July and then traveled to Idaho for a month, This is the reason for the delay in notifying Pieratt’s, we did not observe the damage until we returned from traveling, We paid $2885,27 for-this service, payment made by credit card. The name of my credit card is American Express. I contacted **** ******, our salesman on November 15, 2022 and explained the service was unsatisfactory. He stated “I checked with Senior Management and because it has been a while since installation we will not cover damage”. Failure to receive appropriate response has prompted me to file this complaint. I did ask **** ******, salesman to ask Senior Management to take a second look ant out Issues and they are standing with their first answer.

  Business response

  12/08/2022

  Pieratt's delivered the refrigerator on May 6, 2022.  We did not receive notice from the customer until November 15, 2022 regarding any damages.  Pieratt's cannot be responsible for damage that was not reported within a reasonable time frame.  By their own admission they were our of town until somewhere on or about the end of July 2022.  Over the next three and a half months Pieratt's did not receive any communications regarding the damages.  Furthermore the customer took it upon themselves to repair the damage, again without informing Pieratt's or allowing us the opportunity to inspect any damages claimed by the customer.  We also have no way of knowing if the customer moved the refrigerator out of the opening on their own, potentially causing the damages to the floor.  Considering the lack of communication and length of time we cannot approve the reimbursement of these expenses.

  Thank You

  Customer response

  12/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a LG refrigerator last July and have had problems with it. The temperature inside the refrigerator is set at 33 degrees, however the temperature stays at 40 degrees or higher. I have contacted my salesman and the service department many times. They have sent a repairman out 5 times now, the repairman always calls the LG service department and they have attempted to fix the problem but with no success ! The repairman basically said LG and himself do not know what else to do to correct the problem. I suggested they give me a credit and I will pick out a new refrigerator, but so far they just keep telling me they will get back to me and someone will call me with a solution. I believe Pieratts is stalling/ waiting for the one year warranty to expire. I have bought many appliances from Pieratts over the last 25 years and never had a problem until now, I am very disappointed in them, please help me resolve this problem as this was a very expensive refrigerator !

  Business response

  05/20/2022

  We have the parts on order and will schedule the repair once they are received.  As you know supply constraints and parts availability are beyond our control.  Pieratt's will stand behind the product for this repair regardless of how long it takes to get the part.  This will be considered a warranty repair and the customer will not be charged.  We have no intention of letting the warranty lapse to avoid taking care of the customers service issue.  Pieratt's values all of our customers.

  Customer response

  05/26/2022

  
  Better Business Bureau:

  I am very disappointed in Pierratt's response to replacing this refrigerator. This LG product is obviously a lemon and should be replaced !

  It appears that I have no choice other than to let Pierratt's repairman come to my house for the 5th time to try and fix the problem (problem: refrig will not cool beyond 40 degrees, no matter how low I place the thermostat)

  The Pierratt repairman has already replaced key elements twice with no change to the problem.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, because I have no other choice !
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My $1000 washer and dryer which has a warranty stoped working after using it 4 times,they came twice to try and fix it but the parts they used didn't work, they ordered a 3rd part that and it still has yet to come. My service man was very polite and a great worker, however! I have been waiting on one part to be delivered for them to fix my washer and dryer for over 6 months now. I understand that shipping is hard and staff is short but I've called several times to speak to the service manger over the last several months with no return call. I only today after calling to speak to another department and then also emailing, I got a text, that said "we're sorry your part is taking so long" After so many months of not being able to get a part in, one would think they would replace the item all together or at-least offer a discount towards a new one. The purchase was made around March of 2021, its was brought to a storage unit and then brought to my home several months later. A friend actually made the purchase and picked up the item. I have the contact information if needed as well as a copy of the receipt and warranty(which is now expired)

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/05/06) */ As you know we have experienced backorders and delays on parts and appliances due to supply chain issues. All of these are beyond our control, and we are at the mercy of the manufacturer. We strive to take care of every customer to the best of our ability. We are happy to assist the customer with an exchange on the unit. As this unit was purchased at our clearance center at a greatly reduced price, we would ask that the customer pay the difference in the old unit and the replacement unit. We ask this since this would be an exchange by Pieratt's and not the manufacturer. We currently have the replacement models on order with an estimated ETA of approximately 2 weeks. I would also respectfully ask that the customer remove her negative post on Facebook. Please let me know how you would like to proceed. Consumer Response /* (2000, 7, 2022/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will take my post down as they have finally responded appropriately. I would like to know the cost of the replacement unit and if I would have to bring the old unit in myself.

*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. ↩