Complaint Review: Pat Goff's Appliance & Tv Warehouse

Dear Ms. Linda Gates:
This letter is to inform you how disappointed we are with the product and service we received at Pat Goff's. On February 23, 2001, my husband and I decided to visit Pat Goff's and look at the televisions. We were looking for the right television as my husband's birthday gift.

We thought we had found the right television and we thought we had purchased it at the perfect place, Pat Goff's. We met Rock that afternoon; he showed us around and was very helpful. My husband fell in love with a 36 picture tube RCA console television. That's what I want, he said. We noticed the Clearance sign on the television and we asked Rock regarding its condition. He mentioned it was in great condition, and that it was damaged from the bottom as it was taken out of the box but the television itself was not harmed. We asked him what if the television is damaged and we have problems later on. He mentioned Pat Goff's has an extended warranty offering its customers free service and in-home visits.

In addition, he mentioned that if the television was serviced Three times it would be replaced. We currently have a 25 RCA, which we've had for 13 years and up to this day; we have not had that television serviced. If you take a look at the paperwork I have included, the 36 RCA was serviced after 11 months from the time it was purchased. Every year we've had to call your service department for our television to be serviced.

Our television was picked up again on December 20, 2003 and we have not heard on the status of our television. We are going on a month without a television. The several times that my husband has contacted George the Service Manager, he has not been very helpful. I also called you sometime in October 2003 regarding our television and I appreciate your promptness in responding to my call and having your service department contact us. But here we are again having to contact you and not knowing about our television and quite honestly we don't feel it was worth $2,195.96 of a sale.

In addition, our service agreement is up in February 23, 2003 and we will be stuck with a Lemon television.
In February 2001 at the time of purchase, we got the television delivered and as we were cleaning it and placing it in our living room we noticed that screen was scratched and we noticed other scratches to the out side of the console. We called Rock regarding the condition and let him know that the television was not damaged only from the bottom as the Clearance sign said, there was more damage. He offered to give us a discount of $100 if we were willing to keep the television.

We talked about it and we decided to accept. Until this day we never saw our discount of $100. I called Rock a couple of times and he said he would take care of it, I later visited Pat Goff's and took my billing statements to show him we had yet to receive a discount and he mentioned he would take care of it. Never did we see that discount and I could not afford to be wasting more time on this issue. Our interpretation of that was that he made his sale and got rid of a junk of a television.

In October 2003, our television was picked up for service. At the time we received our television, one of the wheels was broken. We were disappointed knowing that the television was picked up rolling out of our living room and someone in your service department approved the delivery with the wheel being broken. This only tells us that our television is not being handled properly.

Knowing that Pat Goff's is a member of the Better Business Bureau we bought onto the sale and we were confident to what Rock had to say regarding Pat Goff's service agreement and what seemed like a no hassle, we take care of our customer type of scenario. We previously bought a home stereo from Pat Goff's and since we have had no problems we decided to choose Pat Goff's as our first option to shop for our television. We promote and appreciate good service and we are loyal customers to those businesses that deserve good customers.

Please feel free to contact me at work or at my cell. I have included my business card. I appreciate your time and hope to get some resolution.


As of January 25, 2004 he have yet received our $100 discount which Linda promissed to send since January 13, 2004.

Manuel
el paso, Texas
U.S.A.