Delivery & Installation

[jjrivera33]

I recently acquired a NordicTrack Commercial 2450 Treadmill from Best Buy, as a Totaltech member, I received complimentary installation services. However, I noticed that the installers were more concerned with completing the installation promptly rather than ensuring its proper installation. The day after installation, I detected anomalies in the treadmill's operation, prompting me to inspect the installation manual, which indicated that power tools should not be used during installation, contrary to what the installers did. Additionally, the manual stipulated that the lubricant provided should be applied before first use, which the installers did not do.

Subsequently, I contacted Best Buy customer service, requesting that they dispatch a different company to verify the proper installation of the treadmill. I specifically requested a different company, as I was dissatisfied with the previous one's performance and incompetence. Regrettably, despite my explicit request, the same company that did the initial installation was assigned to undertake the follow-up installation.

Upon realizing this, I called Best Buy's customer service to request a different company, but I was transferred several times with no success in changing the company manually. I was eventually compelled to cancel the appointment and engaged a local treadmill repair company to inspect the installation.

The technicians discovered that none of the bolts beneath the treadmill were properly secured, which resulted in a slack walking belt that was collapsing. This was potentially hazardous, as the belt could have caused severe injury to myself or my girlfriend if we had kept using it. I contacted Best Buy immediately and requested reimbursement for the repair expenses that I incurred as a result of their installation company's negligence, which jeopardized our safety. However, they declined my request, claiming that I did not pay for the installation costs, despite having paid for a Totaltech membership that includes installation services. This response was unacceptable and raises concerns about the quality of customer service that Best Buy provides, and I would caution against using the installation services provided by companies that Best Buy recommends.

[Duncan-BBY Social Media Specialist]

Hi there, jjrivera33, 

Thank you for reaching out to us here, although I wish it were under better circumstances. We always strive to provide an effective and smooth experience, especially when it involves our customer's safety. That said, I'd love to ensure that this addressed further. To do so, can you please send us a Private Message verifying full name, email, phone number, and order number? 

Thank you!