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Business Profile

Major Appliance Dealers

Percy's, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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 Answer

    Date: 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

    Date: 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

    Date: 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 Answer

    Date: 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

    Date:11/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 11/29/2022

    The customer has been contacted and we are replacing the refrigerator

Percy's, Inc. is BBB Accredited.

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