Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bought a new gas oven and had it installed 1/31/24. It wasnt getting up to temp right away so called Percys who uses a third party to fix the oven. They first came out costing me a day off from work, to diagnose the issue which was a thermo sensor and the motherboard on 2/22/24 but didnt actually fix the oven until 3/8/24 which cost me another day off from work The oven worked for one month which on 4/5/24 it broke again and failed to ignite at all. When calling and trying multiple times to try and return the oven and get a refund all I got was push back and they kept telling me they need to do two service calls to satisfy some requirement from ********* but conveniently the first diagnosing service call doesnt count as a visit. I didnt buy it from ********* I bought it from Percys. They have called in a favor from their service affiliate to come back to the house and try once more after work hours so I dont have to miss another day at work which I accepted but only because of the bullying tactic of refusing to get the oven and refund me. I just want my money back and compensation for the plumber at this time because had their product worked or if they had just exchanged it free of charge this all wouldnt have happened. They claim if this service tech cant fix the oven (again) then they will have the leverage with ********* to replace it including the plumbers cost. If they can do that at that point to me means they can do that at any point but want to put *********s warranty burden on me. It is obviously a defective product and I dont see why It should cost me ANY more money or be forced to have it fixed. I just want my money from the sale plus the plumber refunded. They claim to be working with/for me but everyone of their solutions involves more time wasted or more money out of my pocket. It is brand new and needs a second round of repairs. Weve only been able to use it 28 of the 69 days weve had it and I feel it will just break again.Customer response
04/10/2024
I would like my money from the sale refunded and removal of the oven. The reason I also would like to be compensated for the plumber is because back when they offered to exchange the oven before the first repairs were done, I had refused the offer because they refused to pay for the plumber to switch the ovens out. I shouldnt have to pay for the plumber again when their new oven was defective. Its not my or the plumbers fault the oven was defective and they could have made things right back then. As stated in my complaint any resolution they come up with aside from just keep fixing the brand new oven involves more money from me. I simply wanted them to honor their product they sold me instead of pitting me against the manufacturer of the oven. If my new ****** broke down right away after buying it, I dont go to ****** themselves I go to the dealer I bough it from.
Business response
04/10/2024
We are under no obligation to replace the range unless there were two completed service calls. I completly understand where the customer is coming from as it relates to missing work. however, the service techs only work during normal business hours. I completly disagree withthe statment made, "Bully tactic", that is not the way we opperate. The customers complanit was that the oven is off 30 degrees, we were never told the oven was non funtional. To resolve this issue for the customer we would be willing to replace the range and include the disconnet and reconect. If the customer is ok with that I can be reached @ ************ ex 805 *******************************Business response
04/10/2024
We are under no obligation to replace the range unless there were two completed service calls. I completly understand where the customer is coming from as it relates to missing work. however, the service techs only work during normal business hours. I completly disagree withthe statment made, "Bully tactic", that is not the way we opperate. The customers complanit was that the oven is off 30 degrees, we were never told the oven was non funtional. To resolve this issue for the customer we would be willing to replace the range and include the disconnet and reconect. If the customer is ok with that I can be reached @ ************ ex 805 *******************************Customer response
04/11/2024
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,
****************************Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last November our refrigerator broke. We bought an extended warranty so Percy's sent a company out to diagnose the problem. They were coming back the following week to fix it. In the meantime, Percy's called to tell us they cancelled that company and were sending another company for a second opinion. They ordered parts that were delivered to our home. We called Percy's to say the parts were in and would like to schedule a time for repair. They told us they were waiting on parts even though I stated they were at my home. Since then my husband and I have called several times only to be told the same thing....waiting on parts. Here it is almost a year later so I called again to relay my frustration only to be told their records indicate it was fixed and the warranty is now expired so there is nothing they can do other than email the company. I took days off from work and several phone calls to still have a refrigerator that does not work properly. The lights inside have been out for a year. Why buy an extended warranty if it will not be honored?!Business response
11/29/2022
The customer has been contacted and we are replacing the refrigerator
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.