10-08-2021 02:04 AM
I bought an LG Washer and Dryer set but the washer door leaked water from my second floor to my first floor causing damage to my floors and ceiling. In addition, the delivery person tore a hole in my linoleum floors when installing the machines.
I contacted Best Buy customer service and after long wait times on hold, they opened a claim with Sedgwick indicating that they would contact me. Its not been nearly 2 months since then and Sedgwick has not responded to multiple emails and calls.
Please assist with this. Its been a terrible experience and I am incredibly disappointed with Best Buy not standing behind the products and installation provided. I am an Elite member and have bought nearly every appliance in my home from Best Buy but this experience has left me deeply disappointed and frustrated.
10-09-2021 03:17 PM
Good afternoon, YW,
It can be frustrating enough to deal with damage to your home after a delivery and installation, so to hear you’ve been having some trouble getting your claim with Sedgwick nearly two months after it was opened is especially disheartening. While I may not be able to undo the disappointment this experience has already caused, I’ll be happy to see what we can do to get this matter resolved once and for all.
For me to get started, I’m hoping you can provide me with a few pieces of additional information via private message. If you could use the blue “Private Message” button in my signature to send me:
This should be enough for me to begin my research, and hopefully get you the assistance you’re looking for. If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.
Hope to hear from you soon,
11-05-2021 02:29 AM
Sean, thanks for looking into this problem.
It is very disappointing to learn from you that my claim was rejected by Sedgwick since no one from either Best Buy or Sedgwick has previously communicated that to me. The claim was submitted several months ago and during that time I have had no communications from Best Buy or Sedgwick on the status of the claim. When I contacted Best Buy customer service a few weeks ago they said they could not find a claim with the number I provided.
There has been ZERO opportunity to discuss with Sedgwick that the installation may have been defective since the washer was installed over a too small drain pan. The installers did not indicate at the time of installation that the drain pan was too small for the washer and thus unable to capture water leaking from the washer door. The installers also ripped the linoleum on my floor while removing the old dryer.
It is incredibly disappointing that Best Buy (1) does not stand by the products and installations it sells, (2) has terrible/non-existent communication regarding claims - its been MONTHS without a response.
Your response that I should contact my homeowners' insurance company and/or the appliance manufaturer is shifting responsibility to others and avoiding doing the right thing for customers.
11-05-2021 02:07 PM
Thank you for your response. Sean is not currently available, but I'm happy to step in for him. Communication is truly important and I'm deeply apologetic that you were not aware of any denial of claim until speaking with Sean.
I do hear that you're saying you believe the claim was denied in error. While I cannot promise a different resolution, I would be happy to investigate this to ensure the full situation has been considered. As it has been some time since our team last spoke with you, to get started, I will need confirmation of your full name, phone number, and email address again for verification purposes. Please send those details to me via Private Message to ensure they stay secure.
I look forward to hearing back from you!