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New Member
Posts: 5
Registered: ‎07-25-2017

Complaint-Penske drivers showed up and did not install my washer/dryer correctly

I purchased a washer and dryer online at BESTBUY.COM.  I purchased all accessories and installation along with the extended warrranty.  A Penske truck showed up with my delivery.  Not Best Buy but rather a 3rd party team.  They said they are contracted by Best Buy.  They did not install my dryer as they said there was an accordian hose in the wall and they could not disconnect.  They said I had to call a plumber.  They installed the washer and said all was good.  Within 4 minutes of them leaving the washer was giving an error code.  I called them back but they did not answer.  Right now I am going on 2 hours and my 7th call to the Best Buy 800 number.  They keep hanging up on me or saying that I need to call back and schedule a service call.  When I call back to schedule a service call they listen to what I need and disconnect or hang up on me.  I am not sure.  I will continue trying to get someone to help me.  I cannot believe how these two installation tech's representing Best Buy could just leave me with applicances that were not installed properly.  I believed what they told me about the dryer but I thought at least the washer would have been installed properly.  I do not know who else to call.  I feel so disappointed and am left here without a working washer and dryer.

New Member
Posts: 5
Registered: ‎07-25-2017

Re: Complaint-Penske drivers showed up and did not install my washer/dryer correctly

Thank you.  I will be contacting the BBB and submitting a complaint.

Posts: 2,514
Topics: 49
Kudos: 100
Blog Posts: 6
Solutions: 113
Registered: ‎10-10-2012

Re: Complaint-Penske drivers showed up and did not install my washer/dryer correctly

Hello Catasofia,

 

Welcome to the forum. I'm very sorry to hear about the troubles you've had with your appliance. 

 

I have forwarded your concerns to our Geek Squad Customer Care team and if they haven't already, they should be contacting you soon. 

 

Thank you,

Maria|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-25-2017

Re: Complaint-Penske drivers showed up and did not install my washer/dryer correctly

Hi Maria,

 

Last weeknend a Geek Squad tech showed up and could see what the 3rd party team that Best Buy hired did incorrectly while installing the washer.  He tried to fix it but now the new washer needs a part to fix it due to their mistake.  The dryer still has yet to be installed.

 

At this point I have placed 3 calls to Best Buy to have them come pick up the washer and dryer as I do not want them and want a refund.  I keep being told someone will call me to arrange the pickup but this has not happened.

 

We are going on almost 3 weeks without a washer and dryer.  I am so dissapointed in how Best Buy has handled this.  I would like this washer and dryer picked up.  Credit issued.

 

I am going to file a complaint with the BBB.

 

 

Posts: 621
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Registered: ‎11-29-2016

Re: Complaint-Penske drivers showed up and did not install my washer/dryer correctly

Welcome back, Catasofia,

 

I’m disheartened to hear the issues you’ve been having with your washer and dryer have yet to be resolved, and it sounds like you are no longer interested in keeping the appliances you’ve purchased. While Maria is currently out of the office, I’ll do everything I can to make sure your experience has a more positive ending than its start.

 

Because they are best equipped to resolve this issue, I’ve escalated your information to our Geek Squad Customer Care team. I’m optimistic you’ll be hearing from them soon, but if you have any other questions or concerns, I’ll be happy to address them as best I can.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-25-2017

Re: Complaint-Penske drivers showed up and did not install my washer/dryer correctly

 

I never heard from anyone and ended up having to go to the store last Friday and speak to Susane the manager.  She arranged for a pick up on Tuesday 8.8 and Best Buy did show up at noon and took the washer and dryer and all accessories.  It is now Friday and I am still waiting to hear back from Best Buy as I have yet to receive the $1441.22 credit from Best Buy.

 

What an awful buying experience!

 

Posts: 621
Topics: 8
Kudos: 57
Solutions: 26
Registered: ‎11-29-2016

Re: Complaint-Penske drivers showed up and did not install my washer/dryer correctly

Welcome back Catasofia,

 

I’m sorry to hear you hadn’t heard from a Geek Squad Customer Care representative since our last contact. Based on their case notes, it appears they left you a voicemail, so I apologize if there may have been some confusion regarding which would be the best number to contact you.

 

Going forward, once your appliance return has been processed, the funds should go back to your original form of payment within 3-5 business days, depending on the bank or credit card company.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-25-2017

Re: Complaint-Penske drivers showed up and did not install my washer/dryer correctly

Not sure how long my refund should take?  Appliances were picked up Tuesday at noon?  Given Best Buy's track record I am not too hopefull I will be seeing my refund anytime soon.  And the $50 tip I gave the drivers because I believed them when they told me I needed to call a plumber.....well I guess a leason learned.