ComplaintsforPrestige Home Furnishings

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PURCHASED A FRIDGE AND STOVE FROM THEM ON 8/17/2024. WAS TOLD ANYTHING AT ALL HAPPENS IN THE FIRST 30 DAYS THEY WILL COVER IT. GOT IT HOME THAT EVENING HOOKED IT UP AND WATER IS SPRAYING FROM THE BOTTOM OF THE FRIDGE - WENT BACK UP THERE SUNDAY WAS TOLD BY STAFF THAT EVERYTHING WOULD BE COVERED THEY WOULD ARRANGE TO SWAP THE FRIDGE OUT. RECVIED A CALL TODAY BEING TOLD - THEY DONT COVER IT AND THE BEST THEY CAN DO IS TO HAVE US PICK UP THE FRIDGE AND SPLIT THE DELIVERY COST WITH US TO EXCHANGE IT. HAVE LEFT 2 MESSAGES WITH NO RETURN CALLS AT THIS TIME

  

  Business response

  08/21/2024

  Prestige Home Furnishings would like to provide some clarity on our warranty coverage and policies. 
  
  When a customer makes a purchase with Prestige, the customer is given a handwritten store receipt with a store policy attached. Prestige includes a copy of our policies and warranty information with every receipt given and we also provide warranty policies by posting them in store for customer review. We would first like to advise the customer to review the policy stapled to her receipt. Mr. Williams (husband) confirmed the policy was in their possession while reading it over the phone to one of our store managers previously when addressing questions about the warranty provided on the refurbished refrigerator. 
  Mr. Williams was advised at that time that when reviewing Prestige Store Policy (attached) the first point under refurbished appliances states: Refurbished appliance warranties do NOT cover water and ice makers, water filters, damage caused due to water line hook-up, or any water line related issues. 
  Prestige does offer a 30-day warranty (excluding water and ice) and after the 30 days we also offer a one-year extended warranty through a separate company called Consumer Priority Services. The extended warranty information and information about Consumer Priority Services (CPS) is also on the policy sheet located under the “Appliances with Extended Warranty” section. 
  Prestige would like to inform the customer that we are willing to do an exchange for the refrigerator and we can test the water and ice on a replacement. However, because the customer chose to pick up the refrigerator, they will be liable to transport the fridge back for an exchange. This information is also on our policy. If the customer does not wish to bring the refrigerator back to our store, we will offer to split the delivery cost with them and bring out the replacement while hauling away the current fridge. 
  Prestige includes all our policies with every receipt and in store so that there is no confusion regarding coverage. Although we do feel it unfair to be slandered on BBB and Google reviews, we do apologize if there was a misunderstanding. We are willing to do the exchange for the customer if the fridge is brought back or delivery is split.
  Lastly, we would like to advise the customer to read the warranty policy given with the receipt so there are no further misunderstandings about coverage and store procedures
  Thank you.

  Customer response

  08/22/2024

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

  per there company policy they were not able to speak to my husband since he was not on the loan and when I requested multiple call backs they were not returned by the owners wife on 8/21/2024.  per the phone call that I received from ******* on 8/21/2024 - I was told i could use the warranty after but am requesting in writing where i was told she would cover the service charge to use that warranty.  Also I am requesting money off the purchase price of the refrig due to we were told every thing was in working order and tested. 

  
  Sincerely,
  
  ******** ********

  

  Business response

  08/23/2024

  Tell us why here...**** ********,
  
  Prestige Home Furnishings did not tell your husband we could not speak with him. One of our managers, *****, spoke with him directly when he read the warranty information to her over the phone. ***** also advised you that she spoke to him as well. However, if you or your husband called American First Finance (the company your lease is through) they will only talk to the lease holder and the only name on your lease with them is ******** ********. American First Finance is a leasing/financing company separate from Prestige Home Furnishings so they have different policies on who they can and cannot disclose your personal information. If they would not speak with your husband, you can reach out to them and give them consent to speak with him. Their customer service phone number is ************. 
  

  We also do not have anyone employed by the name ******* but ***** is the employee you and your husband spoke to initially. Once the Google review and BBB claim had taken place, we thought it would be better to resolve this complaint on the BBB platform. 
  

  Prestige Home Furnishings will cover the cost for the extended warranty company to come out after the first 30 days. We will not provide any reimbursements for the refrigerator because you were provided information regarding our store policies both in store and attached to your receipt that states we do not cover water and ice in our store warranty. 
  Thank you. 
  

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: not suitable
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Refrigerator on May 28 cost $299 plus delivery and tax. $407.00. final cost was told if breaks down in 30 days they will replace it. after that it has a one year warranty. So after 45 days it broke down. They gave me a number for the warranty. Then I had to pay $99 deductible. Then they said to old to fix we will give you $221.00 refund. So I paid $99 for an extra $121 none of this was explained to me at all. It was year warranty and fix for free no deductible and no to old to fix. I would like it to be fixed or complete refund

  

  Business response

  07/24/2024

  Prestige Home Furnishings would like to respond to this complaint. 
  *** ***** purchased a Whirlpool side by side refrigerator from Prestige Home Furnishings on 5/28/24. The refrigerator was sold for $299 plus tax ($22.43) totaling to the amount of $321.43. The sales associate who helped *** ***** has been working with Prestige for over ten years and she has great follow through when disclosing all the information regarding warranty services. 
  Prestige Home Furnishings provided warranty coverage on the refrigerator for the first 30 days after purchase. *** ***** called Prestige on 7/16/24 to inform us that her freezer was not cooling properly. After *** ***** informed us of the issue, per Prestige store policy, she was referred to the extended warranty company, Consumer Priority Services, because she was no longer in the 30-day warranty covered by Prestige directly. 
  Consumer Priority Services (CPS) is a reputable company who supplies Prestige with the extended warranties for most of our refurbished appliances. Like most home warranty companies, they charge a service fee for a technician to come out and provide an estimate on repairs. If the technician comes to the home and deems the appliance repairable, they will fix it on scene. However, if the appliance is non repairable, CPS will offer a settlement for what they deem the appliance to be worth, so the customer is able to receive some type of compensation for the appliance. 
  Prestige Home Furnishings provides all our policies regarding warranty and deductible informationfor customer review. The sales associate who helped *** ***** is very diligent with disclosing all policy and warranty information. Kay, our customer service specialist, is who put these policies into place and has worked with CPS and the BBB on our behalf for multiple years. Prestige also has all policies posted in the store as well.  If *** ***** has any other questions or concerns regarding her warranty and the coverage provided, we recommend reaching out to CPS directly by calling ************* Consumer Priority Services is a separate company from Prestige and can answer any questions she may have about service and/or compensation directly.

  Customer response

  07/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was told 30 days they would exchange it after that it has a one year warranty nothing said they can not diem it non fixable due to age, then they shouldn’t sell it with one year warranty that wants .$100 to tell you  won’t fix gives you  200 back I paid 100 for 200 what a joke. Out 500 for 45 days , the manager wouldn’t even return a call. Wish I would have been told the truth I would have never bought it. 
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May of last year I made a purchase of items from this company. I was informed the items was practically new as they have been refurbished. I purchased a washer, dryer and fridge. Upon receiving items, the dryer didn't work, informed company and was sent out another one, this went on for 3 months back to back. I even had someone to look at dryer who then informed the dryer was no good. I then sent another dryer which wasn't functioning. Spoke with owner, was told to come in. I came in only to see broken dryers. Informed I would take a dryer long as it was fixed. A week or 2 later received dryer broken. Informed them said they fixed it and couldn't get another nor a refund. So reaching out to inform so others don't get scammed. For use broken dryers overpriced also..

  

  Business response

  01/19/2024

  Dear ** *****,
  
           Please see the documented time line below:
  
  Documented fact:
   4/10 -Customer purchased a dryer for $355 plus tax = 381.63 
   4/15 -Delivered 
  4/18 - Customer called to report that it was not getting hot enough. 
  4/18/23-swapped it for a Whirlpool dryer.
  4/19/23 - Customer reports the second dryer is not hot.  
  4/25 - Customer is sent swap options for a third dryer delivery (documented on store cell phone in text messages) with a video of the dryer working at the correct temperature.
  4/28 – Third dryer is delivered.
  5/22 – Customer reports that the third dryer is also not getting hot. Customer is advised to call someone to check her vents, or she can pay $150 service fee for us to send a technician.  Customer is also told that she may be blowing the thermal fuses on the previous working dryers due to clogged vents.  
  6/25/23 – Customer says her vents were checked and everything is fine.
  6/27/23 – Customer was told that she needs to come to the store and watch the final dryer that Prestige would deliver “AS IS.” Prestige requested customer watch the machine work so that we could show the customer the temperature reading with a temp gun and so she could visibly see that then machine was functioning properly in our store. 
  7/19/23 – Customer chooses final swap for delivery and signs a paper stating that this is the final delivery, and it will be sent “AS IS”.
  7/31/23 – Customer tells us her 4th dryer is now not hot.  We tell her she signed a paper stating it was sent “as is” and we are sorry but we are not able to do anything else to help her.
  
  All of this information is in numerous texts on the store phone.
  
  Great deals of effort, time, and delivery expenses were put into this customer’s issues. The desire was to meet her needs. Each time the dryer was shown to be working in the store but not in her house.  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a fridge on 4/3/23 and paid for delivery, when it was delivered the delivery guys broke the latch on fridge so it would not stay closed. I spoke to someone at the store the same day about the issue and they offered a repair or replacement if needed. They ended up replacing the fridge cause it could not be fixed. I selected the replacement and it was delivered the next week. A few weeks after it was delivered it stopped cooling and I called and they came out and fixed it. Now 6 months later it stopped cooling again and they told me I had to go through there extended warranty company but the company won’t do anything because the serial number is missing from fridge cause it was ripped off before delivery. So prestige sent someone out to repair and replaced the board which fixed the light not coming on issue but not the cooling issues I was told if it didn’t work by the tech who came out to call he would come back if it’s not fixed. I called the next day to inform them of the issue and they are refusing to send anyone to repair or even figure out what the issue is. Now ontop of being out the money paid for the fridge I’ve lost $300 worth of food because it’s gone bad because they didn’t fix the issue. I also got the feeling that the tech new this wouldn’t fix the issue but he didn’t want to do the work to actually fix the issue.

  

  Business response

  09/20/2023

  
  Mrs. ******, 
  
  
           Prestige Home Furnishings has reviewed your complaint and we would like to respond. 
  
  1-When your refrigerator was first delivered on 4/3/23, we do agree that our delivery team damaged the door hinge on the refrigerator and after sending out one of our technicians, we concluded that we were not going to be able to fix the damaged piece. After coming to this conclusion, we found you a replacement refrigerator that you confirmed would be an adequate exchange and we redelivered it to you at no extra cost to you on 4/08/23. 
  2-On 5/03/23, we were informed that your refrigerator was experiencing some issues staying cold, so we sent out a different technician, ****, and he was able to fix the issue. 
  3-On 9/19/23, over five months later, you contacted us, and we were informed that your refrigerator was having an issue staying cold and the issue had just started the previous night into that morning. It was also beeping and showing an ER CE code which implies that there is a communication issue with the control and/or circuit board in the refrigerator. We then informed you that we only cover the first 30 days after purchase and you could use your extended warranty to file a claim on the refrigerator, you told us that the model and serial tag had been removed from the fridge so you were not able to use the extended warranty. Upon receiving this information, we immediately contacted our technician, ****, who had been to your home once before in April and he confirmed that he could do a service visit to assess the situation and do any repairs needed. Later that same day, **** went to your home and installed a new control board. 
  4-After leaving your house, our technician, **** sent Prestige a text and pictures (attached) stating what he had found. He stated that there were mouse feces inside of the refrigerator and that he felt very uncomfortable touching the parts, but he did it anyways because he just wanted to get the job over with. He showed your husband the control board he took out of the refrigerator that had the feces on it to make him aware of the situation and condition of the refrigerator part. Our technician concluded that the reason the refrigerator was not functioning properly was because the mice had gotten into it and ruined the control board. He then left the control board at your home because he did not want to take something with mouse feces all over it into his personal vehicle and risk contamination. He did however say that the issue appeared to have been resolved and the fridge was in working order. Prestige sent you a text message that night (attached) to let you know that we could not be liable to fix any other issues regarding the refrigerator as we could not risk the health of our employees.
  5-The next day, 9/20, you called Prestige to tell us that the refrigerator was not getting cold. Prestige explained to you that unfortunately, we would not be sending out a technician to look at the refrigerator again because the issue was caused by the mice, and it was something we could not be held liable for. We also did not feel comfortable sending any of our employees into an unsanitary condition. You acknowledged on the phone that you knew your house was infested and that the mice had come from your neighbor’s house. We apologized but stayed adamant that we were not going to risk the health of our technician and **** had also expressed that he would not be comfortable going to the home again. We gave you the phone number of a technician service that could potentially help and you hung up on us. 
  
  Prestige Home Furnishings is apologetic for your experience, and we can offer you 25% off your next purchase with us, but we cannot send out a technician to your home because we have a responsibility to keep our employees and contractors in a safe and sanitary environment. Thank you. 

  Customer response

  09/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  You sold me a fridge you knew the extended warranty wouldn’t cover since the serial sticker wasn’t on the fridge. The tech that also came out the first time didn’t properly close the compartment the board was sitting it as when closed properly it’s tight and nothing can get into it.  My house is not infested with mice we have a few here and there that come in from the house next door and large field behind our house so saying “infested” is a bit of a reach since we never see them and there are never droppings on counters, cupboards, or basically general view. I believe the tech who seemed to be jittery like he was on something and very sweaty only replaced the board because he realized he didn’t closed the compartment it sat on properly last time. I also believe he knew this wasn’t going to solve the issue as he stated to let you guys know if it didn’t and he would come back. 
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/16/23 I went to the store to check out washers and dryers as my washer was going out and old. Was greeted happily and staff seemed nice. Managed to find a set that I liked and seemed in good condition. Was NOT told of their "No refund" policy, until AFTER I purchased as it is not made clear from the beginning... was also told a 2yr warranty originally that was changed to a 1yr after they ran my card... and upon delivery we noticed the washer was FILLED with black mold and all kinds of dirt, which could have put my girlfriend and daughter at serious health risk. I looked more into the business and see all the complaints about their products breaking after a week or 2, being in the same condition as mine and so on.. I tried calling, no answers. I went back to the store 7/20 to make situation aware and get things set right but their warranty people weren't there, how convienient. Next day(7/21) I call in the morning no answer until I repeatedly called for 15-20min. Tells me to come in again when off work to pick replacements, I do and no one knows anything about the convo but tells me I can return for in store credit. So I decide to buy the washer dryer elsewhere and get a fridge despite not needing one or really having the money(easier to inspect and better than losing out on $1100) Was supposed to be delivered today 7/25, called at 4:30pm as I hadn't heard anything yet and they said "We have no record of you having a delivery, I'll give you a call back when I see if I can deliver tomorrow" and so far a hour later, no response back. These people are scammers, they make it seem like things have been refurbished and in good condition just for them to break or be filled with mold or other material. I don't even want the fridge anymore I just want my money so I can use it for my family. A lawyer will be contacted.

  

  Business response

  08/03/2023

  Mr. *******, 
  
           On 7/16/23 you purchased a refurbished Electrolux washer and dryer set from Prestige Home Furnishings for the price of $1000.00 plus $75.00 in tax for the total amount of $1075.00. 
  At the time of your purchase in store, you were given a handwritten store receipt that states “All Sales Final” printed on the bottom of it. Your card receipt also states “All Sales Final” on the bottom as well. Our store policy was stapled to your handwritten receipt and at the top of the policy paper in red writing, it is stated: “There are no refunds – all sales final”. Prestige store policies are also displayed in store as well for customer review. 
           Prestige Home Furnishings covers our appliances by using an in-store warranty for 30 days after the purchase date and after that, on day 31, there is a one-year extended warranty through a separate company, Consumer Priority Services, that covers the appliances for the next 12 months after purchase. We also offer a two-year extended warranty through Consumer Priority Services as well for an additional cost. 
  Prestige was notified of the mold issue in the washer unit on Thursday, 7/20 and unfortunately our management team was not working that day. You did however see the condition of the used front load washer in store at the time of purchase, but we understand you may not have fully inspected the unit before your purchase. The condition of the washer is also one of the reasons you received a large discount on an Electrolux brand set that normally retails at a much higher price point. 
  Upon speaking to you on Friday, 7/21, our assistant manager, *****, expressed our sincerest apologies. You were then advised that you could come to the store and choose another washer and dryer set and get a free redelivery. You agreed to this option at that time. 
  On Sunday, 7/23, you came back to Prestige to look at options for the washer and dryer exchange, but you decided you wanted to swap for a refrigerator instead, which Prestige agreed to. The next day, Monday, 7/24, you came in and chose a refrigerator that you wanted to be delivered on Tuesday, 7/25. 
  On that Tuesday, Prestige was not able to complete your delivery through miscommunications on our end, which we apologized for, and you confirmed that a delivery first thing the following morning, Wednesday, 7/26 would be sufficient. 
  AFTER agreeing to this, you filed a BBB claim and then refused to let us complete your delivery as we could no longer get through to you after making numerous phone calls from our store and delivery team. When we could not reach you by phone, we graciously sent our delivery team directly to your house because we wanted to complete the delivery and avoid another reschedule but you did not answer the door. 
  Prestige still has the GE French Door refrigerator you chose in our warehouse being held for you if you would like to receive your delivery or at this point, we can offer a refund with a 30% cancelation fee as we typically have a no refund/ exchange policy in our store that you are aware of, but we are willing to make this exception. Thank you.
  
  

  Customer response

  08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  First off, all the dates are wrong, I have pictures, reciepts and texts for everything with time stamps. You failed to mention the fact that I filed multiple hours after my call for the missed delivery and all I was told was "I'll make some calls and see if I can do tomorrow and I'll call you back" Never called me back for confirmation and just showed up to my house at 10:30am, with a fridge nowhere near what I had picked(I have the proof) Then after talking through text they told me the fridge I picked was sold and tried selling me one with an actual hole in the front, then tries to say "oh one just came off the truck" and sends me the EXACT same picture I had just sent him so lied to me(I have proof). The sale price you mentioned was also a lie. It was over $100 more as well as no taxes were charged, it was $1100+80 delivery clearly written(I have proof). The washer and dryer was also NOT on discount from your normal price as coming from multiple of your associates a discount is indicated by colored stickers(I have proof of that). Nor was the condition of the washer pointed out to me in any way, shape or form. You can try to make it seem like I'm the bad guy all you want, but I can promise you'll lose as you should of years ago. Hope to never talk again.
  
  

  

  Business response

  08/09/2023

  Mr. *******, 
  
           Prestige Home Furnishings would like to clarify some of the misunderstandings about your purchase. 
           First, your sales price was, $1000.00 for the washer and dryer, $80.00 for delivery, and $81.00 in taxes. The total amount of your purchase after tax, was $1161.00. If you check the bottom right hand of the receipt you included in your response, you will see this number as your total price amount. HOWEVER, delivery is an outside company that provides a service. The delivery service was completed on Tuesday, July 18, so it is not included in the price that we stated because it would not be included in any refund amount since it was a service completed. This is why we stated $1000.00 for the price of the machines plus $75.00 in the taxes you would have paid on those machines. 
  The subcontracted delivery team that we use is also stated as an outside service that Prestige is not liable for in the warranty policy, which was stapled to your receipt and posted in store for customer review. Please see the first point under the words “Delivery Information” on your policy attached to your receipt as reference. 
  Secondly, that exact Electrolux set you purchased retails at over $1000 for just the washer online. We priced the set lower because we knew the condition of it. It is up to the customer to access the condition of a product they are buying in a store before they buy it. We are a store who sells refurbished, scratch and dent, and new machines so some machines may look to be in better condition that others, but that comes down to customer preference. We understand you may not have examined the machines in store, which is why we offered to get you a different washer and dryer set with another delivery at no extra cost to you in exchange. You decided at our store to get a refrigerator instead of another washer and dryer set we agreed with this decision. 
           Lastly, on the initial day of your refrigerator delivery, Tuesday, 7/25, Prestige did have miscommunication issues that happened on our part, and we did sincerely apologize. You kindly accepted the apology, but then you were delivered the wrong fridge on Wednesday morning, 7/26. We do also agree on this point. After this delivery of the wrong refrigerator, one of our salesmen was trying to help locate the refrigerator (he did not help you when you originally came in to look at the refrigerators because he was off work that day) you had wanted. He contacted you because we needed to resolve the issue right away so we could deliver the right refrigerator. After texts between you and the salesman on our store phone, the refrigerator was located and you agreed to a next day delivery on Thursday, 7/27. See attached text message of agreement below. 
           Then, about 4 hours after your agreement message you sent another text (attached) stating you did not want the fridge after all. Prestige texted you back to let you know our policy was exchange and no returns, but you did not answer. We sent the delivery team to your house again on Thursday, 7/27 to deliver the refrigerator you said that you wanted in the text messages (GE stainless steel French door refrigerator) because we did not want to assume you were going to be unavailable since you didn’t respond back to our last message. Prestige Home Furnishings and our delivery team tried to contact you multiple times but you did not answer the door. 
           Prestige Home Furnishings has been in business for 15 years now and we have an A rating with the Better Business Bureau. We will offer you a refund with a 30% cancellation fee or we can still deliver the refrigerator to you. We have a no refund policy in place, but we will make this exception. The refund would be for the washer and dryer set plus the tax on the set. So, $1075 – 30% which is $322.50 = a refund amount of $752.50. 
           These are the solutions we are willing to offer to you. Thank you. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband and I went into this place of business on the first week of February and ordered a brand new washer and dryer. The washer and dryer were 800. The attachment hardware was $50 and the delivery fee was $80. After taxes our total came out to $1000. On Friday, February 10 Our washer and dryer was delivered. Our attachment pieces that we paid $50 for were not delivered and or installed and our brand new washer was damaged during delivery to the point to where we were not able to use it. The company said they would exchange it but we first had to go back to the store and pick out a replacement washer and dryer. They no longer had brand new washer and dryer sets. Instead They had used and or refurbished washer and dryers. Yet i wanted a new set and I paid for a new set. They claim they do not do refunds so we had to use the washer and dryer available for sale within their building so we chose a whirlpool washer and dryer set. They were delivered two days ago on Saturday the 18th February. We still did not get our attachment pieces that cost us $50. The washing machine is full of mold and mildew, the water sensor inside of it does not work so the washer can only fill up 1/4 of the way (small loads only) and the heating element in the dryer does not heat. I called that day. The 18th. No one answered. I calls again on Sunday. No one answered. I left a voicemail explaining my issues with the washer. Now it’s been well over a week since we have been able to do laundry. So I had to spend ours cleaning out the washer. That’s when I discovered the washer cannot fill up more than 1/4 of the way. The water sensor is bad. I had to take my clothes to a friends house to wash. I brought them home to dry. I then put one load in the dryer. I had to set the dryer 4 times at 90 minutes each time and the clothes are still damp. Neither the washer or dryer works. No one will answer my calls or return my voicemails. I want a refund

  

  Business response

  02/23/2023

  I just received this BBB complaint today (9/23) and it was resolved yesterday.    I wanted to thank my warranty department and the customer for working so quickly to resolve this issue.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refurbished Maytag Bravos washer on 8/6/2022 for $400, plus $36 tax, and $80 delivery. It came with a 30 day warranty as well as Appliance Shield limited warranty for (1) year. Shortly after I started using it I noticed a loud knocking sound during the cycle. I called around 8/15/22 and spoke with the woman who answered the phone. She said she’d have their technician call me to set up a time to come and check it out. I didn’t hear from him so I called again on 8/29/22. The technician returned my call. When I explained what was going on he said he didn’t have time to come and wait for him to hear the sound and let it go at that. When I talked to the woman who answered the phone and explained what happened, she said to call her back if I needed anything else?! The 30-day warranty was almost over so I let it go, thinking maybe the sound was “normal.” However, the sound got loader and couldn’t be ignored so I ended up calling the Appliance Shield warranty company. They charged me $99 to send out a technician from A to Z Appliance. He came out on 1/16/23 to check it out. He heard the sound and upon looking underneath the washer he determined it required a new gear case, belt and cam at a cost of $698. The warranty company would not authorize repair but offered $240 settlement. I called Prestige and they were willing to give me a $200 store credit. My total expenses were $635 (including $80 delivery and $99 deductible). I would settle for $195 and instead of a store credit a check for $200 so I can purchase a washer somewhere else. P.S. I never spoke with the store manager personally even though I asked to speak to her. The lady who answered the phone relayed information from her to me. (I was also told the technician was no longer with them.) See Attached

  

  Business response

  02/21/2023

   Dear Mrs. *********,
  I have gathered information about your issues with your washer.  This is what I found.
  8/6/22 – purchased a $400 Refurbished Maytag washing
  8/15/22 – you called with a report of a loud sound when using your machine but the technician, who was leaving us that day – did not come to check it out.
  You were hoping the sound was normal and used it for another 5 months when the noise became worse.
  You called the extended warranty company and they decided the cost for repair was more than the machine’s worth.  They gave you $240 settlement.  It is common practice for warranty companies to charge a deductible to come out.
  You called Prestige and they gave you another $200 of store credit so that you could buy an equal or better machine with the $440.
  We have many great machines for that price and it would come with another year’s warranty.  The manager said she could also throw in free delivery which would be giving you another $80 plus tax..
  We are hoping you will see this as more than reasonable.  I would love to help you find a machine that meet with your approval.
  

  Customer response

  03/02/2023

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

  I received your letter with the response from the business.  I feel it is only fair that they also cover the deductible for the warranty company since I wouldn't have had to pay it if their technician would have come out in a timely manner, and if they would have followed up with the situation since he left their employee before he could take care of my problem. 
  If they agree to that, I will make arrangements to go to the business and work something out to get another machine. Thank you.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a refrigerator and found out that that the refrigerator side doesn't cool. It did obtain some scratches while moving in house. I returned it to the store for them to say that if it is broken, it had to be because I had to drop it!! Which I know is a lie!! They refuse to give me a replacement or a refund. I also have a warranty that's not even a week old!! There are only scratches on the side of the refrigerator and if it was to fall off my truck then it would have major dents...correct?? The man Austin is so rude and acted as if he didn't want to sell me anything. He acted as if I had NO money and was window shopping. I don't know if it's because I'm a black woman, but he felt like he could call me, a customer, a lier, and say just because I didn't buy extra products from them then that's the reason for refrigerator failure. He kept saying "buy it or you don't!! Finance options are Same as 90 cash"...which is a lie also!!! There is a fee added to that as well. I recently called to check on status of refrigerator and they told me it's cooling and nothing wrong. Well since you can obviously see that it's not broken, I would like a full refund for poor customer service, and for false claims made about my character. I ensured him I didn't drop it but he was so sure I was lying. Worst experience ever!!!

  

  Business response

  12/17/2022

  I am sorry that I am late to respond to this complaint.  While I was researching the facts concerning this complaint- I discovered that the customer and the store manager had already resolved the issue.  I will not publish the findings on this complaint unless the customer is not satisfied with the resolution.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On: 4/27/22 - Purchased Refurbished Washer and Dryer $1,101.88 w/2 Yr Warranty 5/16/22 - Experienced issues with washer (less than 30 days of purchase) 5/20/22 - Phoned and emailed Warranty company and merchant 6/03/22 - Emailed Warranty company again with detailed information of washer 6/05/22 - Emailed Warranty company again with detailed claim information 6/17/22 - Rcv'd email from Warranty company advising me to pay $100 deductible (paid) 6/19/22 - contacted the warranty company via live chat 6/21/22 - received an email from the warranty company stating that Davis signed a service company to come out and inspect the unit. 6/27/22 - A technician came out to my apartment inspected the unit . Found the unit to be unbalanced . Stated that he'll be back on Friday to finish the repairs . In addition the parts are found at another location in Cincinnati . And he assured me that My problem would be fixed . 6/30/22 - On this date I received an email from the warranty companies saying that there's a settlement for $300 paid out to me . **** Please be advised that out of that $1,100 owe to the two units washer and dryer. The balance remaining is $604. Even with the $300 applied to the remaining balance . Which would allow me to have a $300 remainder . I still would have to purchase another washing machine . Please note I am disabled on a fixed income confined to a wheelchair . Can you please advise ? and help ? **** 7/1/22 - Today I notified the warranty company . Explain everything this doesn't explaining it to you . Hopefully things will be reviewed . I would like to know and we did note that the phone number associated with said property has now been disconnected and we unable to communicate with the company . ************ No longer in service .

  

  Business response

  07/11/2022

  Dear Sir,

  First I would like to apologize for our phone being off line for about 20 minutes.  That affected 2 customers and you were one of them.

  I reviewed your complaint.  At the time of your complaint - Prestige was not longer in the picture.  The appliances belonged to your leasing company and you were no longer within our 30 day warranty window.   You had now moved to the extended warranty company.- CPS.  I did notice that you did talk to CPS and accepted there offer.  If you have any further issues - please contact your leasing company and/or extended warranty company.

  Customer response

  07/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17509536, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

   

  I sincerely appreciate your review. I received a phone call from someone from their office regarding this issue.The lady basically tried to obtain information from me pertaining to this case. The phone call made it appear as issue was calling from the Better Business Bureau.After asking several times who are you calling on behalf of she then identified herself as such. I informed her I don't have to answer any questions to you at all at this time. As my complaint has been filed with the best business barrel and this is how we would have to communicate.I felt harassed. As she could have communicated via email and or text.in a standard form of black and white and or hard copy.And that is a response to her saying that she no longer has nothing to do with me. Why did she call? That was harassment. And try to offer me $150 credit to come back to their store and purchase another machine after I receive that settlement of $300 for the machine. She explains to me that The company sells thousands of machines a year and only 5% are to be found defective.So I said is it possible that you can cut me a check for that $150. She declined. Immediately stop and communication as she obtained her information. and type a note that the company declined to do so.

  *********Please be advised I just paid $604 to close the account within 100 days to eliminate the interest. I'm going to fix income and I'm disabled.

  With the utmost respect,The findings were, I purchased the machine on April 27th 2022. It started to act effective on May 16th. In lieu, I was not aware of the 30-day warranty. And, with a hope of faith that a major purchase for over $1,000.00 would apply as a reputable establishment. Something along the lines of laws, pertaining to "lemon laws". It was very problematic with the purchase After leaving the store.The dryer was I delivered and damaged. They replaced it. Why not honor this? 

  After days and miscommunication pertaining to delivery. To honor the warranty the receipt had to match the serial numbers. Which I had 30 days to register the warranty.That was the distraction.I felt a sense of injustice, and/or corralled to communicate with the warranty company.  Read the reviews. Read the comments. The employees that work for them they used to work for them. What about the other people who also suffered at their benefit.I'm not even requesting to receive any money I would hope to have everything resolved by getting a new machine. with a large warehouse with numerous machines as she mentioned. Please just honor it. I do plan When bringing this to the attention of the County and in their Commissioners. This appears to be an ongoing thing. Once again thank you for your time and review.

   

   

   

  Sincerely

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refrigerator at Prestige Home Furnishings on 08/03/2020. I paid an additional fee for the 2-year extended warranty provided by Prestige Home Furnishings (please see attached receipt). My refrigerator stopped working after hours on Friday, 02/04/2022. The warranty office at Prestige Home Furnishings was closed on Saturday, 02/05/2022 as well as Sunday, 02/06/2022. I left voice messages with the Prestige Home Furnishings warranty office (number provided on receipt). I provided all the requested details per their voicemail. I called their office and left voice messages on Monday, 2/7/22 at 9:28 AM, Tuesday, 2/8/22 at 11:32 AM, Wednesday, 2/9/22 at 2:44 PM, & Thursday, 2/10/22 at 11:25 AM. I cannot get a response from their office. I explained in my voice messages that this is my only freezer and refrigerator and that I cannot provide perishable/fresh food for my family, until this is resolved. Any assistance you can provide with getting this issue resolved would be appreciated. At this point, I cannot even get a response from their office. They do not answer the phone and they do not respond to voice messages. Thank you for your help. ****** *******

  

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/14) */ Dear Mr. *******, I talked with the warranty department today and they said that they talked with you on Friday. So maybe you already know what I am about to say. You bought a refrigerator in August of 2020. It was under the Prestige warranty for 30 days and I think you may have had a swap at that time. After 30 days you go into an extended warranty program with a deductable with CPS. If you purchased a 2 year warranty - it is still in effect. Please call CPS. They are excellent at honoring their warranty. The warranty department asked you to send in a copy of your receipt and warranty form. Please do so if you need any further assistance from Prestige. Prestige itself only has a 30 day 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. ↩